Industrial Machines and Medical Devices

Mission critical industrial machines and medical devices cannot afford costly downtime. They operate in ultra-secure environments and are a fundamental component of high-value facilities.

The Autonomous Way

Providing support for complex machines and devices is a very expensive and challenging process. Often, direct machine access or a field service visit is required to even begin the troubleshooting process. Autonomous Support streamlines that process. RevTwo Autonomous Support:

Analyzes

We collect the same data that your agents do when they troubleshoot problems from the product or cloud sources like IoT platforms.

Solves

RevTwo AI uses this data to determine the right solution, just like your best agent would.

Fixes

Once a solution is identified, RevTwo delivers it to the customer, call center, or even field service depending on what is required.

Learns

Each time a solution is delivered, we learn, constantly improving solution accuracy.

How It Works

The RevTwo Autonomous Support Center is the
ideal environment for supporting modern machine deployments

RevTwo AI Speeds Issue Diagnosis

RevTwo uses Data-Driven AI to solve customer issues just like your best agent would. When a ticket is submitted to the RevTwo AI a series of steps are taken that lead to an immediate solution.

Augment Data

If sufficient data isn’t available with the ticket itself, RevTwo can use alternate means to collect important diagnostic data.

Condition Data

Prepare machine data for AI analysis

Translate

User signals are translated into English, connecting words are eliminated and synonyms are added.

Solve

The best solution is determined using AI analysis of all available signals.

Personalization

Solutions are validated and augmented with additional data as necessary.

Route

Customer, escalation center, field service or other - we determine the best path for each solution to take.

Escalation Center for New Issues

When an issue is encountered that the RevTwo AI doesn’t yet know about it’s routed to the Escalation Center. The Escalation provides all the components necessary for an agent to solve a customer issue.

Customer Communication

Chat, VoIP, Screen Sharing for mobile or PC, RevTwo provides full secure customer interaction.

Advanced Troubleshooting

Built-in troubleshooting tools like terminal sessions, log and file access, improve agents abilities to solve difficult problems.

Solution Authoring

Develop solutions in English that automatically translate into 99 different languages. Target some solutions for customer self-help and others for AI analysis. RevTwo identifies needed solutions and provides the ability to author and inject new solutions into the mix.

Easy to Add Product Extensions

We support enable products for two primary reasons. 1) We make the process as easy as possible for the customer themselves, and 2) by starting the support process at the machine, RevTwo is able to collect all necessary data required to power AI issue analysis.

RevTwo makes this process easy. For PC-based industrial machines and devices, we provide a full support application that can be easily accessed from the system tray or via the device control application itself.

In-Product FAQ for self-help

Full Autonomous Support Integration

In-Product Communication
including Chat, VoIP, and Screen Sharing

Multi-Language support

Full brandable user interface

Add to Existing Workflow

RevTwo Autonomous Support seamlessly plugs into existing support workflows. RevTwo can be utilized in three different workflow styles:

Inline

Inline Mode offers issue analysis and provides recommended solutions to your agents.

Out of Band

RevTwo provides support agents, field service technicians, or plant maintenance personnel with timely analysis.

Autonomously

RevTwo provides high-confidence solutions to customers. This reduces ticket flow and agent workload.

RevTwo integrates with popular CRM systems, field service solutions such as ServiceMax, and popular IoT solutions.

Works with Existing IoT Platforms

RevTwo can build context data for support issues directly from the product itself or from a cloud source such as an IoT platform. ThingWorx, Azure, Amazon IoT, WIndRiver HDC, or other, RevTwo can utilize data from the digital twin to power AI analysis.

Secure

RevTwo Autonomous Support is built to protect you and your customers from the latest threats while providing compliance with regulations such as HIPAA and General Data Protection Regulation (GDPR). RevTwo utilizes

Anonymized data

GDPR requires that collected data not contain personally identifiable information such as patient information without specific authorization.

Permission-based access

RevTwo takes a two-step approach to remote access. 1) A support ticket must be open, indicating an active issue, and 2) the customer must authorize access at the time it is requested.

Customer-side auditing

All remote activity is audited and stored at the customer location.

Secure

All communication is encrypted and utilizes private certificates.

Saves Time and Money

The RevTwo Autonomous Support Center changes the game in support. A fully trained and operational Autonomous Support Center dramatically reduces tier 1 and 2 support center costs. RevTwo:

Reduces ticket flow

Speeds diagnostic time

Improves customer satisfaction

Lowers Mean-time-to-repair

Get Started

RevTwo Autonomous Support can start delivering value in a little as 4 weeks. Each ticket RevTwo sees and each new solution added only increases the system’s value. Contact us to see how RevTwo can improve your support operations.