From Digital Transformation to AI-Driven Efficiency: Empowering the Service Force with Knowledge & Intelligence
"Recognizing these challenges is key," states Jean-Thomas Célette, CEO of Coresystems. "From these insights, we’ve developed InsightLoop to enhance service processes‘ integration, efficiency, and customer focus."
Digital Assistance and Features in Modern Customer Service
InsightLoop, aided by a digital assistant, offers GPT-like manual access, and enhances client and agent interactions. It improves planning with task and part predictions and aids field workers with real-time access to essential information. The platform’s automation replaces traditional manual methods, and its integration capabilities, metric displays, and bottleneck identification underscore its industry significance.
"Identifying the issues was our starting point. With InsightLoop, our aim is not just to tackle these challenges, but also to redefine industry standards," remarks Jean-Thomas Célette.
Integrating Advanced ML Models and Serverless Infrastructure for Versatile Data Handling
InsightLoop incorporates a diverse mix of open and closed-source ML models, covering areas like generative AI, classification, time series forecasting, and clustering. To enhance AI performance, customer data undergoes thorough cleaning and augmentation using automated Machine Learning pipelines. Multitenancy has been seamlessly integrated into the product, ensuring customer data segregation. Moreover, data encryption remains a top priority to guarantee safety.
The backbone of the product relies on the robust serverless technology from AWS. This infrastructure ensures effortless scalability, accommodating customers of any magnitude.
One of the standout features is the product’s versatility in data ingestion. It smoothly processes information from any source (CRM, ERP, Web APIs, etc.), regardless of its format. To support this versatility, both relational and non-relational data storage have been leveraged in InsightLoop. This well-rounded technical foundation ensures efficient and reliable outcomes for all users.
Coresystems‘ Strategic Developments: A Glimpse into the Year Ahead
Coresystems is set for a dynamic year ahead, emphasizing user experience and operational efficiency. The platform will enhance customer self-service with context-aware experiences, insights from past service cases, IoT data processing, and chat and voice interactions. The service request segment will feature an "Immersive Assistant" and context-specific suggestions, supplemented by IoT insights and both voice and web channels. On the planning front, Coresystems will roll out customizable prompts for technicians, advanced technician matching, and a comprehensive cost prediction tool for repairs.
“These advancements signify our commitment to keeping InsightLoop at the forefront of service technology solutions," remarks Jean-Thomas Célette.
From Digital Transformation to AI Integration
Established in 2006, Coresystems began as a field service-focused company. Recognizing the digitalization demand among enterprises, the company introduced Field Service Management (FSM) in 2011 to digitize service processes. By 2018, their innovation caught SAP’s attention, leading them to acquire FSM in a carve-out. Coresystems has retained its distinct brand identity. In 2022, under CEO Jean-Thomas Célette, the company underwent structural changes, fostering innovation. By 2023, Coresystems launched InsightLoop, showcasing their commitment to transforming customer service once again and unlocking the potential of AI in customer service.
Coresystems AG was founded in 2006 with the aim of creating innovative service solutions, initially as additional modules for the ERP system SAP Business One. With Coresuite, the company built a suite of products to help clients conduct their service operations more efficiently and with fewer repetitive tasks. Later, the company recognized the potential of cloud and mobile solutions for technicians and developed a field service management (FSM) solution that digitized service processes and became a concept for FSM software. Coresystems‘ success was recognized when their FSM solution was acquired by SAP in 2018 and is now a standard product in the SAP portfolio.
Coresystems has been recognized as a leading company in field service management, offering innovative solutions that have been driving the industry forward. They have recently harnessed the power of AI and Machine Learning to serve mid-size and enterprise clients in all industries and independent of a specific ERP system with organizational insight tools and are aiming to become the top provider in this domain.
Coresystems‘ advanced platform helps clients to save costs and improve their service performance by utilizing data to generate actionable insights. By leveraging existing data and modern machine learning techniques, businesses are able to optimize their operations by identifying issue root causes before the technician arrives on site.
Coresystems focuses on proactive problem-solving and spare parts optimization, helping clients streamline their processes and enhance efficiency. With a deep understanding of each client’s unique needs, they offer tailored solutions that deliver measurable results and elevate their competitive advantage.
Join Coresystems in revolutionizing the industry with their cutting-edge technology, expert knowledge, and a steadfast commitment to excellence. Together, let’s redefine the industry and unlock new potential for your organization’s growth and success.
More information: www.coresystems.ch
Coresystems AG
Altstetterstrasse 124
CH8048 Zurich
Telefon: +41 (56) 50022-22
Telefax: +41 (56) 44420-50
https://www.coresystems.ch/
Content & Social Media Marketing Specialist
E-Mail: jasmin.markanic@coresystems.ch
