All case studiesProof of concept
Procedure guidance for ATM field operations: proof of concept.
A security firm's field agents servicing ATMs across a national network called dispatch whenever they needed a procedure from the technical manuals. In a proof of concept, retrieval over the firm's 22 approved manuals returned source-grounded procedure steps for the cases used in validation.
- Client
- A security firm
- Sector
- Field operations
- Engagement
- Proof of concept
Field operations
Growth goal
Let field agents complete interventions without calling dispatch for each procedure.
Operating constraint
The approved procedures sat in 22 technical manuals that could not be searched on site.
Validated result
Source-grounded procedure steps, with page citations, for the cases used in validation.
Summary
- Challenge
- Dispatchers looked up procedures on the agent's behalf and read them out by phone, so each intervention waited for a free dispatcher.
- What SIEL built
- The manuals, indexed by section. The agent describes the fault or enters an error code on a mobile device and receives the steps from the matching section.
- Controls
- Answers come only from the approved manuals, and each step cites its page. Where the manuals do not cover a case, no procedure is generated.
- Impact
- For the cases tested, approved procedures were usable on site without a call to dispatch.
The full account
01Approved procedures that could not be used on site
The firm services ATMs across a national network. Its procedures are set out in 22 approved technical manuals, complete and trusted but impractical to search at the side of a machine. Agents called dispatch instead, and a dispatcher looked up the procedure and read it out. Every intervention waited on that call, and each new site, procedure or hire added to the dispatch queue.
02Retrieval over the manuals, nothing else
We split the 22 manuals into sections that keep a procedure's steps together, each with its manual and page reference. An agent describes the situation or enters a known error code on a mobile device. The system retrieves the matching section and returns the steps in plain language, each with a citation to its page. The model handles search and wording only.
03The manuals stay the controlled documents
The model does not write procedures. If no section covers the case, it returns no procedure and the agent calls dispatch as before. Because every step cites its page, a supervisor can compare any answer with the manual. The content stays exactly what compliance, security and operations had already approved.
04What validation showed
We tested the system against real intervention cases agreed with the firm. For those cases it returned source-grounded steps that matched the manuals. It showed that approved procedures can be used on site without a call to dispatch, and without loosening control over their content. It is not in production. A production build would widen the validation set and define how revised manuals are re-indexed.
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