AI for field technicians: smarter on-site troubleshooting with Schaman

Imagine arriving at a customer’s home for a service incident—whether in telecom, utilities, or insurance—and instantly accessing the full context of previous interactions, relevant technical history, and the best possible action plan. That’s what Schaman enables.

How Schaman's AI Agents assist field technicians

In a recent demo, we showcased how Schaman’s AI agents assist field technicians in real-time by:

1. Automatically gathering and summarizing recent tickets for that specific customer.
2. Structuring service data to uncover hidden patterns.
3. Selecting the optimal AI troubleshooting agent dynamically, in real time.
4. Guiding the technician through an adaptive diagnostic flow that evolves with each input.

When the resolution involves replacing a router, installing a smart meter, replacing a circuit breaker, reprogramming a boiler, or helping a customer install a PlayStation, Schaman not only suggests actions but also delivers contextual knowledge on demand, integrated from the company's KB.

Before closing the visit, Schaman uses an AI certification agent to automatically record the steps taken by the technician, confirm the issue was resolved, and ensure all procedures are documented properly, just like a digital supervisor that helps with compliance and follow-up.

From a configuration standpoint, our CX Designer is the visual brain behind the operation: it lets teams build and adjust resolution processes, like ticket gathering, root cause logic, or step-by-step guides, without writing code. Everything is configurable, traceable, and built to adapt across use cases.

Schaman turns your field force into AI-augmented problem solvers, reducing downtime and increasing customer satisfaction across industries.

Curious how this works in your sector? Book your demo here.