AI System for Drafting Field Service Reports from Technician Notes

The problem

When technician notes, parts, photographs and tests are held in separate sources, their fields must be matched by hand before a service report draft can be prepared.

The service engineer must compare every suggestion in the service report draft with its source record; missing or conflicting evidence must not replace the final decision.

If a temporary measure that appears to be a permanent repair is not set aside for review, work that was not carried out could be added to the report; the record must not proceed without a human decision.

What we set out to improve

• Time taken for a service report draft and its supporting evidence to reach the service engineer for review
• How records set aside for human review because a temporary measure appears to be a permanent repair are resolved
• Number of suggestions corrected after identifying a risk that work not carried out could be added to the report

How the system works

1. 01 Retrieve the technician note, parts, photographs and tests from permitted sources using the record identifier
2. 02 Link source, date and version information to the shared work record
3. 03 Validate fields and units
4. 04 Prepare the service report draft with its supporting evidence
5. 05 Check for an exception: a temporary measure appears to be a permanent repair
6. 06 Have the service engineer accept, revise or reject the suggestion
7. 07 Record the approved decision and its source in the processing log

Methods we used

• A source-identified common data schema for the technician note, parts, photographs and tests
• A decision structure that separates deterministic rules from AI suggestions
• A review screen showing the service report draft alongside the underlying source evidence
• A mandatory human review queue when a temporary measure appears to be a permanent repair
• An event identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the fields required for this decision should be processed from the technician note, parts, photographs and tests. Access to the source systems must be authorised separately from the service engineer role, and personal data, commercial information and technical secrets must not be passed into the model context unnecessarily. Reading, suggestions and human decisions must be logged separately.

Who this suits

Frequently asked questions