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the process of repairing the electric motor of a washing machine. maintenance of the electric motor, replacement of movable contacts, replacement of electric brushes. Spare parts of the electric motor. repair tools. The process of professional repair. reducing maintenance costs.

Drive a 10% increase in first time fix rate: Advancing field service with AI-powered parts prediction

Drive a 10% increase in first time fix rate: Advancing field service with AI-powered parts prediction | Bruviti

Spare parts represent a large investment and expense for field service organizations. 

This ‘parts needed to fix’ challenge has long been a thorn in the side of service leaders, limiting their ability to improve first time fix rates (FTFR) and deliver a superior customer experience. Even with well-established service management systems, tools, and processes, the high complexity and specialized nature of parts data often make it difficult to precisely identify and provide the correct parts needed for each service visit.

Spare Parts: A key factor affecting first time fix rates

The contrast in first time fix rates between service organizations reveals a stark divide in performance. Data shows that organizations struggling with parts management often have low first time fix rates. Laggards1 in this area have a first time fix rate of just 63%, unable to resolve a significant portion of customer issues on the initial visit. This leads to higher operational costs, longer repair times, and dissatisfied clients. 

In contrast, average/median performers meet the industry standard at 80% first time fix, but the best-in-class organizations take it to the next level, boasting an 88% (or higher) first time fix rate2. Superior parts management allows them to consistently resolve customer issues on the first visit, driving down costs, improving efficiency, and delivering a superior customer experience.

Clearly, even with established processes and service management systems, parts remain a critical missing element, negatively impacting service KPIs. The core challenge lies in accurately predicting and dispatching the right parts, a process often reduced to guesswork due to the complex, disparate nature of parts data.

This inability to effectively manage spare parts has led to widespread problems:

  • Stagnant FTFR: Service organizations find themselves capped at an 80% FTFR, well below the benchmarks of leading service providers.3
  • Increased operational costs: Multiple visits per service event, inefficient parts management, and poor resource utilization drive up operational expenditures.
  • Poor customer satisfaction: Delayed repairs, repeat visits, and inability to fix issues on the first try severely impact customer experience and satisfaction.

Solution: Parts AI Agent

The solution is an AI Parts Agent that combines various data sources across the OEM’s systems. Then uses the combined data to power specialized parts algorithms that accurately identify necessary parts to fix each issue. By focusing on the ‘issue’ as the key to linking all data, the models pinpoint the right parts needed with high accuracy and confidence.

  1. Connecting complex disparate data
    Using NLP augmented by LLMs, the Parts Al Agent integrated and harmonized diverse data sources like parts BoMs, service records, and warranty claims. To transform them into a unified, usable format to feed the predictive parts models.
  2. Specialized predictive algorithms
    The Parts Al Agent used pre-trained neural networks to rapidly build predictive algorithms specifically tuned for parts, using extensive datasets unique to the customer. This process enabled it to precisely identify the parts needed for each service issue right out of the box.
  3. Augmented scoring automation
    Augmented scoring used by the Parts Al Agent would automatically optimize score performance, allowing the Agent to autonomously adapt and learn from new data and make recommendations to continually enhance the results for the company.
  4. Secure, integrated deployment
    Embedded in the customer’s secure enterprise ecosystem and service applications, the Parts Al Agent was deployed within existing call center and field operations. This plug-in flexibility ensured rapid deployment, with minimal training across the service organization.

Case study – How Bruviti’s Parts AI agent enabled a leading global appliance manufacturer to increase first time fix rates by over 10% and eliminate thousands of truck rolls

Our client, a leading home appliance OEM, manufactures and supports over 3,200 appliance models and ships around 28.2 million parts and accessories in the US annually.

The company had well established service management systems, tools and processes. However, parts remained a critical missing element in the service equation, negatively impacting service KPIs. No matter how efficient the agents and technicians were, if the right parts weren’t available, issues couldn’t be fixed the first time.

Drive a 10% increase in first time fix rate: Advancing field service with AI-powered parts prediction | Bruviti

Results with Bruviti Parts AI agent:

  • FTFR increased by more than 10% 
  • ~30K Truck rolls saved, at an average cost of $250 per truck roll
  • Tech productivity increased, enabling more daily jobs
  • Enhanced CSAT due to faster resolution times

Read full case study here 

Conclusion

Despite advancements in technology and processes, service organizations continue to find themselves hampered by incorrect parts identification, affecting critical field service KPIs. 

This inefficiency not only drives up costs but also undermines customer satisfaction. The Bruviti Parts AI Agent addresses these challenges head-on by harnessing AI to ensure precise parts prediction and enhanced resolution times.  

By integrating complex data and employing advanced algorithms, the Parts AI Agent enables technicians to have the right parts on the first visit, significantly enhancing operational efficiency and customer service. 

Want to learn more about how the Parts AI Agent can help your field service operations? Visit Bruviti.com to discover how our cutting-edge solution can make your service delivery proactive and customer-focused.

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