AI concepts
- Agentic AI
Agentic AI is artificial intelligence that works toward a goal by planning and carrying out several steps, instead of just answering one question at a time. - AI Hallucination
An AI hallucination is when a language model gives a confident answer that's false or unsupported, such as a made-up part number or a procedure step that isn't in the documentation. - AI-Guided Troubleshooting
AI-guided troubleshooting is a way of diagnosing and repairing equipment where an AI agent leads the technician through steps, checklists, and verification points drawn from approved documentation. - Computer Vision
Computer vision is a branch of AI that interprets images and video. - Grounded Knowledge
Grounded knowledge, often built with retrieval-augmented generation (RAG), means an AI's answers are limited to a specific, approved set of content instead of whatever the model picked up in general training. - Visual Verification
Visual verification uses a photo or video to confirm a procedure step was done correctly before moving on.
Field service metrics and operations
- Field Service Management (FSM)
Field service management (FSM) is the set of systems and processes used to schedule, dispatch, track, and bill work done by technicians at customer sites. - First-Time Fix Rate (FTFR)
First-time fix rate (FTFR) is the percentage of service visits where the problem is fully solved on the first try, with no follow-up visit or extra parts order. - Mean Time to Resolution (MTTR)
Mean time to resolution (MTTR) is the average time from when a service issue is reported to when it's fully fixed. - Remote Resolution Rate
Remote resolution rate is the percentage of service issues resolved without sending a technician onsite, usually through guided self-service, AI troubleshooting, or a remote expert session. - Repeat Dispatch
A repeat dispatch is a second (or third, or fourth) technician visit to the same site for the same unresolved issue. - Tribal Knowledge
Tribal knowledge is expertise that lives in experienced people's heads instead of in documented procedures. - Truck Roll
A truck roll is sending a field technician to a customer site in a service vehicle.
Deployment
- Air-Gapped Deployment
An air-gapped deployment is software installed on a network with no connection to the public internet or any outside system. - Local LLM
A local LLM is a large language model that runs on infrastructure you control, such as your own servers or private cloud, instead of through a third-party service. - On-Premises Deployment
On-premises deployment means the software is installed and run in the customer's own data center or private cloud instead of being hosted by ResolveGrid.
Remote support
- AR Remote Assistance
AR remote assistance is a live video session where a remote expert sees what a technician or customer sees through their device's camera and adds arrows, markers, and notes that stay pinned to real objects. - Expert Escalation
Expert escalation is the handoff from an AI-guided or self-service session to a live human expert when the problem goes beyond what the technician can solve alone. It keeps a human in the loop for the hardest calls.
Workflows
- Digital Work Instructions
Digital work instructions are interactive, step-by-step procedures delivered on a screen instead of in static PDFs or paper manuals. - Guided Workflow
A guided workflow is a sequence of steps, checklists, and decision points that leads someone through a task from start to finish.
ResolveGrid platform
- Training Center
The ResolveGrid Training Center is an AI-guided training system that turns approved equipment documentation into assignable learning tasks.
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