Boston-based manufacturing IoT specialist PTC has launched an AI-based field service management assistant. PTC’s ServiceMax AI assistant is a generative artificial intelligence (GenAI) assistant for field service technicians.

ServiceMax AI incorporates a full documented history of a field asset stored in the ServiceMax platform. This includes equipment data, service history, and known service resolutions.

Technicians can use ServiceMax AI Chat to answer questions about a specific job or asset, automate manual documentation and scheduling tasks, and review proactive recommendations for predictive maintenance. 

“When ChatGPT debuted and generative AI took off, we were brainstorming new ways for ServiceMax to help with knowledge transfer from retiring field service technicians,” said Joseph June, General Manager of ServiceMax. “It’s one of the top challenges our customers face, and traditional methods like manuals and knowledge management systems weren’t cutting it. So, the use of large language models to train a system on a data set was eye opening. Our goal was to create an experience that feels like you’re working alongside another human technician, dispatcher, or operator.”

“ServiceMax AI Chat provides a natural, efficient, and familiar way for technicians to interact with ServiceMax AI. Just as they use ChatGPT and other AI tools in their personal lives, they can now leverage the same intuitive chat experience in their professional work with a system that’s designed exclusively for field service. We’re excited to bring ServiceMax AI to the field and see how it evolves. After months of beta testing with our customers, we’re encouraged by how it fits into a technician’s workflow. But this is just the beginning. AI is advancing rapidly, and as more customers adopt it, we’ll continue refining and improving ServiceMax AI based on real-world feedback.”