AI Assist for MobileTech speeds office technology repairs

ECI Software Solutions has announced the early access release of AI Assist for MobileTech, an artificial intelligence-powered service call resolution tool developed for the office technology sector.

AI Assist is embedded directly within the MobileTech mobile application and is designed to enable service organisations to address equipment issues with greater speed, accuracy, and reduced costs. The tool specifically targets industry concerns such as falling first-time fix rates, increasing labour expenses, and a widening gap in technician expertise.

Unlike solutions that depend on knowledge bases or user-initiated prompts, AI Assist leverages automated analysis of service ticket data to create step-by-step workflows aimed at accelerating problem resolution and boosting the likelihood of fixing equipment faults on the initial visit.

"Field service technicians in office technology have long relied on manual troubleshooting, searching documentation, and knowledge sharing to resolve equipment issues," said Laryssa Alexander, President of the Field Service Division at ECI Software Solutions. "With AI Assist for MobileTech, we're giving technicians a practical AI solution, transforming a traditionally manual process into a smarter, faster, and more reliable experience. This launch represents a major step forward in our mission to harness modern technology to solve everyday challenges for dealers."

Industry data cited by ECI Software Solutions places average first-time fix rates between 67% and 73%. MobileTech AI Assist seeks to improve this metric by providing technicians with tailored recommendations for troubleshooting, real-time repair guidance, and immediate access to relevant instructions.

By implementing this AI approach, service organisations may see an improvement in call resolution efficiency, a lowering of costs associated with labour, and a mitigation of challenges presented by an ageing workforce that is leading to reduced collective knowledge within field teams.

Early access programme

As part of its introduction, AI Assist for MobileTech is available through an early access programme. Service organisations that participate will have the opportunity to evaluate the tool at no extra charge and offer direct feedback to influence the development of future features, such as predictive maintenance alerts and enhanced workflow guidance.

Early adopters in the programme stand to gain direct experience with AI-powered tools intended to reduce equipment downtime and increase technician productivity. The process provides these organisations with an opportunity to develop expertise in the application of AI ahead of broader adoption across the industry.

MobileTech's AI Assist early access initiative is open to all users currently hosted on the MobileTech platform.

ECI Software Solutions is a global provider of business management solutions, offering cloud-based software for various sectors including manufacturing, construction, building supply, field service, office technology, and wholesale distribution. The company's system architecture aims to connect businesses and customers across functions such as sales, customer relationship management, analytics, eCommerce, and mobile applications.

With over 24,000 customers across more than 90 countries, ECI Software Solutions maintains a presence in North America, Europe, and the Asia-Pacific region.