Lisa AI
An AI-powered conversational layer that centralizes and simplifies access to customer tool maintenance data for Service Engineers.
The Business Need 🚩
Service Engineers working onsite need fast, reliable access to customer information and historical service data.
Today, this information is scattered across multiple systems, resulting in time lost searching and reduced efficiency in the field.
To address this, we piloted an AI-powered conversational layer (Lisa AI) designed to aggregate and surface relevant data instantly, putting critical insights in technicians’ hands within seconds.
Business Metrics
✨Business Impact
Instant access to customers’ Service related details on handheld devices
⏩Operational Efficiency
Ability to complete the task at hand faster, considering the amount of time & effort saved to find information.
The Design Approach 💡
The design objective was to introduce AI in a way that felt seamless, intuitive, and time-saving for Service Engineers during onsite work.
Grounded in a day-in-the-life study, we integrated Lisa AI across three key moments, Morning, Afternoon, and Evening, balancing proactive recommendations with reactive support. This ensured the AI enhanced productivity without disrupting established workflows.
Design Metrics
😇Employee Experience
Reduced Service Engineers stress allowing them to be proactive and prepared for evert customer visit.
😎Turnaround time
Enhanced customer experience, allowing faster reaction & response times for our Service Engineers.
The Ideation
We began by defining our target users, mapping their day-in-the-life journeys, and identifying natural moments to embed Lisa into their workflows.
The Personas
By mapping persona activities across key moments in their day, Lisa was designed to act proactively when needed and reactively when users requested information.
The Design Delivery
For a Service Sales Engineer, identifying new business opportunities and also retaining our key customers are the most critical responsibilities.
Lisa AI enables proactive business opportunities while also allowing the Sales engineer to easily note and follow-up on their day-to-day sales leads.
A Service Technician Engineer needs clear visibility on their onsite tasks while easily being able to access the customers maintenance history, to provide a tailored experience.
Lisa AI provides transparent details on upcoming customer visits with quick access to history, while also making it easy for the engineers to generate their service report when the visit ends.
The Engagement Factor
Continuous and engaged use of Lisa is only possible with accurate and prompt responses. In order to achieve this consistently, our Service engineers can always provide feedback on the responses allowing an improved version for the next engineer.
To encourage engagement, a touch of gamification was introduced which eventually added value to the engineers yearly performances.
Key learnings and takeaway
The idea to pilot a conversational AI was a challenging but a bold move. It gave us the opportunity to experiment, explore and also provide an improved employee experience.
Technically, the territories were new and unexplored, posing limited creative opportunities, but this project ensured the design was able to drive the user needs while constantly aligning with the business goals.