Schaman AI Agentic architecture: how AI redefines field technician operations

In field service operations, efficiency and precision are key. Each visit represents both an opportunity and a risk,  requiring time, resources, and directly impacting customer satisfaction. The great challenge lies in standardizing excellence, ensuring consistent quality without increasing operational load. 

1. Field Service challenges: a starting point for continuous improvement

Today, organizations face multiple common pain points that directly affect costs, quality, and customer experience:

• Early churn, caused by installations that fail to meet expectations from day one.
• “Early life” incidents require second visits and deteriorating customer experience.
• High costs, both human and logistical, due to manual, repetitive, or poorly coordinated processes.
• Poor T-NPS, a direct consequence of inconsistent attention during the first weeks of service.

Added to this are the daily challenges of field technicians, which directly influence performance and quality in every intervention:

• Lack of resolution tools at the customer’s home, making on-the-spot diagnosis and repair difficult.
• High turnover and uneven training, leading to loss of operational knowledge and inconsistent results.
• Variability in contractor quality, with differences in procedures and service standards.
• Operational inefficiencies, such as “wasted trips” or failed visits due to customer absence.

The next question is clear: how can every technician work with the same precision and efficiency as the company’s top expert, even in complex and changing environments?

2. The solution: Agentic AI and intelligent orchestration with Schaman

Schaman transforms how technicians operate through its Agentic AI architecture and intelligent orchestration. When a technician begins a job, Schaman automatically runs a real-time intelligent technical certification flow.

The platform automatically activates the following AI agents:

1. Provisioning Validation AI Agent: checks serials, MACs, and network speeds.
2. Connectivity Verification AI Agent: reviews equipment synchronization status.
3. Quality Control AI Agent: measures power and signal levels.
4. Final Certification AI Agent: generates the installation certificate once everything is verified.
5. Documentation AI Agent: provides updated guides and procedures.

All of this happens live, connecting directly with provisioning systems (OSS/BSS) and network monitoring tools (OLT, CRM, ACS TR-069, etc.), without relying on complex workflows.

In practice, the technician receives a simple guided interface with automatic validations, personalized instructions based on installation type, and real-time diagnostics.

If an issue arises, Schaman executes auto-troubleshoot routines and suggests the necessary actions (e.g., updating firmware, adjusting splices, or verifying QoS).

3. Use case: real-time certified fiber optic installation

Schaman’s intelligent orchestration goes beyond concept—it translates into measurable, verifiable field operations. For example, in a real fiber installation case, Schaman executes and certifies the process fully automatically.

During a new service installation, Schaman automatically performs:

1. Provisioning validation on the OLT: compares contracted vs. configured speeds and runs corrective scripts if discrepancies are found.
2. ONT verification: confirms synchronization, connection, and optimal power levels.
3. Automated speed test: ensures speeds above 600 Mbps before closing the case.

Once everything is verified, the system certifies the installation and automatically updates the FSM or CRM system with the result.

4. Differential value: from intelligent resolution to operational excellence

Unlike other platforms (ServiceMax, Salesforce FSM, IBM Maximo), Schaman not only automates tasks,  but it also resolves them efficiently. Its competitive edge lies in contextual resolution and adaptive intelligence, achieved through:

1. Dynamic multi-agent orchestration: the system decides which agent to execute based on the detected situation.
2. Organizational learning: each intervention feeds the knowledge base, improving future diagnostics.
3. Visual no-code integration: everything is configured via the CX Designer, with no IT dependency.
4. Visual recognition (optional): validates images, identifies physical errors, and visually certifies installations.

5. Measurable impact: data that proves efficiency

At Schaman, we believe digital transformation must be reflected in concrete results. That’s why we continuously measure the impact of our solutions. Data shows that our platform not only optimizes processes but also significantly reduces travel and increases team productivity—leading to greater customer and employee satisfaction.

Customers who have implemented Schaman in their field teams report tangible improvements:

• −60% repeated visits.
• −20% travel time.
• +25% first-time-right installations.
• +15 NPS points.

Additionally, complete traceability of each intervention—from diagnosis to closure—is stored in the session data model, enabling auditing and analysis of every step.

In summary: resolutive intelligence, standardization, and autonomy

Schaman turns the organization’s expert knowledge into a living system—capable of guiding, resolving, and certifying without relying on individual expertise. The result: more efficient technicians, faster processes, and more satisfied customers.

Standardize technical excellence in your organization with Schaman.

Request a demo here and discover how Schaman is redefining field work with AI.