Service assist cockpit

Reducing industrial equipment downtime through smarter customer support

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Inspiration

Bengaluru cannot afford to stop. A machine failure can delay infrastructure, affect thousands of people, or take critical systems offline.

Yet field service != customer experience, even when up to 35% of equipment manufacturers’ margins come from after-sales services.

We built Service Assist Cockpit for the field engineers who keep Bengaluru moving and critical systems like Aadhaar data centres running but rarely receive the tools or respect their work deserves.

What it does

Service Assist Cockpit turns a normal phone call into an intelligent service session.

Customers and technicians can call an AI assistant that understands the machine, telemetry, service history, fault codes, and available parts.

It helps:

  • Predict and prevent downtime.
  • Guide safe customer self-repair.
  • Connect customers, AI, and field experts.
  • Give engineers complete machine context.
  • Capture instant CSAT for both AI and engineers.
  • Improve after-sales revenue through faster service.

How we built it

Interviews, iterations, platform thinking, deep research, plenty of brainstorming, Flutter, Dart, and - of course AI.

We started with customer and field-engineer problems, mapped the broken touchpoints, and designed one connected service experience.

Challenges we ran into

  1. Finding the solution with the highest impact.
  2. Understanding broken customer touchpoints.
  3. Choosing the right customer cohort.
  4. Balancing AI assistance with human control.

Accomplishments that we're proud of

The strongest validation came from the people closest to the problem:

“Yes, this solves a real customer problem.” - Sellers

“I can use this.” - Field engineers

We built AI to stand beside field engineers, not replace them.

What we learned

  1. The opportunity is huge.
  2. Integrations will be the lynchpin.
  3. Context must travel across every touchpoint.
  4. The phone call is still king.

What's next for Service Assist Cockpit

  1. Build the MVP.
  2. Test with a couple of real customers.
  3. Integrate with real machines and service systems.
  4. Maybe make a sale - or become a solution worth acquiring.

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