All customer storiesProof 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
The full account
01Approved procedures that could not be used on site
The firm services ATMs across a national network, with its procedures in 22 approved technical manuals that could not be searched beside a machine. Agents called dispatch, and a dispatcher read the procedure out by phone. Every intervention waited for a free dispatcher, and each new site, procedure or hire lengthened the queue.
02Retrieval over the manuals, nothing else
We split the manuals into sections that keep each procedure's steps together. An agent describes the fault or enters an error code on a mobile device and gets the steps in plain language, each citing its manual page. The model handles search and wording only; if no section covers the case, it returns no procedure.
03What validation showed
For real intervention cases agreed with the firm, agents got source-grounded steps that matched the manuals, without calling dispatch. Supervisors can check any answer against its page, and the content stays what compliance, security and operations approved. The proof of concept is not in production; a production build would widen the validation set and define how revised manuals are re-indexed.