When service operations span thousands of events, product lines, and technicians, the ability to rapidly access and act on intelligence is mission-critical. Brandon Simon, Managing Director, Customer Support for Crown Equipment will discuss how the organization developed an internal intelligent knowledge base that is now one of the most valuable tools in the company’s history. Learn how Crown built its system in-house, how FSEs help fuel and evolve the knowledge base, and how gamification and feedback loops have driven adoption. With over 1,000 daily knowledge base hits and measurable gains in first-time fix rates and training efficiency, this is a blueprint for continuous improvement through AI innovation. Find out how to:

• Accelerate technician support with rapid access to real-time, distributed knowledge, improving speed-to-insight during service calls
• Utilize pattern recognition to identify technician knowledge gaps and deliver personalized training, improving technician readiness and performance
• Proactively solve problems with intelligently combined data and analysis to flag anomalies and suggest solutions before problems escalate
• Cultivate a mindset of continuous improvement by leveraging gamified feedback and engineer-written content to power an evolving, technician-focused knowledge system