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Daikin latest to adopt AI service tool

USA: Daikin Comfort Technologies North America is the latest air conditioning manufacturer to adopt the cloud-based mobile communications tool developed by US company XOi Technologies. 

The technology has also been adopted by Carrier for both its Carrier and Bryant service technicians in the USA and by the UK subsidiary of Aermec, the Italian chiller and fan coli manufacturer.

Using the technology with the Daikin, Goodman and Amana air conditioning brands will enable contractors to automate the entire workflow, boosting quality repairs and replacements. It seamlessly connects field service techs, home offices and their customers, while enabling on-the-job photo and video documentation, real-time remote video support and training, plus access to a vast knowledge base of product documentation and training content.

This is accomplished through a cloud-based app that’s customisable for specific dealer needs. For their customers, it allows the repair process to be immediately shareable, transparent and validating.

According to XOi Technologies, contractors using this service solution found they could grow revenues by up to 18%, cut callbacks by up to 40% and reduce re-servicing by up to 80%.

“XOi simplifies technicians’ work while validating consistent quality and, ultimately, transforming the customer experience,” said Stuart Werner, Daikin’s vice president – technical services.

“With XOi’s software solution, HVAC technicians can better document, communicate and verify the services they provide. It equips field professionals with capabilities to perform full-service diagnostics at any job site by applying data science across live video, workflow automation and artificial intelligence.”

At its core, XOi software standardises workflows and documents job sites by collecting, indexing and analysing data to improve both current and future service calls. But, Werner says, it also allows Daikin technicians to build a deep and easily accessible institutional knowledge base that supports real-time decision-making and data-based continuity.

“What elevates XOi’s technology from the rest of the field service management sector,” explains Werner, “is its historical job data functionality that seamlessly ties together customers, contractors, distributor and OEMS, laying the foundation for future value. If we can reduce the challenges HVAC techs face – documenting the entire process for both customers and our industry’s knowledge base – we can tackle one of HVAC’s biggest challenges head on.”

XOi’s cloud-based suite uses augmented reality and artificial intelligence to apply, aggregate and analyse critical job data from the moment a field tech steps onto a job site. The entire workflow is streamlined and automated, with a simple capture and share function that allows photo/video documentation, while pinpointing manuals, parts and training specific to the equipment. The workflow is readily shareable to the home office, distributors and OEMs. Customers can also get a record of service call highlights, making it easier to understand repair or replacement costs.

With XOi’s coaching screen, field techs and others can collaborate with live, interactive video that’s recorded and indexed, a feature built to help less experienced technicians or those facing repair challenges. Technicians can access more than 120,000 pieces of content – a centralised training repository with easy access to historical job content.

“Most field service management software solutions are effective for high-level operations, but we designed XOi to fully capture the granular detail that is crucial not only for real-time decisions but for long-term accuracy and efficiency,” said XOi founder and CEO Aaron Salow. 

Related stories:

Daikin unifies US air conditioner brands7 March 2022
USA: Daikin’s unitary, ductless and light commercial and VRV products organisation in North America has been renamed Daikin Comfort Technologies. Read more…

Aermec UK adopts AI-based service tool11 May 2021
UK: Aermec UK is to adopt a cloud-based mobile communications tool to provide real-time connection between its service and maintenance engineers and the office. Read more…

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