Agent 03 · Next
The operator agent, on call at any hour.
Operators are trained once at commissioning, and the training erodes as crews change. Most operator questions do not need a service engineer, just an answer about this machine now.
Resolve directly, escalate with context.
The operator agent handles operation questions and basic troubleshooting itself, drawing on the machine's record and the fixes that worked across the fleet. When a case does need an engineer, it escalates with the machine's history and the conversation attached, so the engineer starts from context instead of from a cold phone call. The OEM's customers wait less, and the OEM dispatches less.
Next on the roadmap.
The operator agent builds on the same machine records the service agent is creating in production today. It follows once the OEM-facing agents are proven, and it will launch with the machine context those agents have already accumulated.