AI on the Front Line: Discussing Field Service Troubleshooting with AI at Translogic

Swisslog Healthcare, a global leader in healthcare automation, has transformed material management with its TransLogic solutions, enhancing efficiency through computerized tube systems. ‍

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In collaboration with Neuron7, TransLogic is recognizing AI champions like Field Service Supervisor Kevin Williams. In this Q&A, Kevin shares insights on how he and his team with Neuron7 and how AI is driving efficiency in Field Service.

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Q: Can you provide an overview of your role?

A: Yes, I’m a Field Service Supervisor at Translogic. We maintain, install, and service pneumatic tube systems in hospitals and other healthcare settings. It’s an interesting role because it’s not really a 9-to-5 job. It’s more about when the system needs work or is available.

Q: What’s the most satisfying part of the work you do?

A: The most satisfying part is knowing we play a small role in ensuring people get the care they need. We’re in the background, but we get that satisfaction of fixing something critical. There’s nobody else in the entire area that could handle it, but we show up no matter the time—day or night—and get it done.

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Hospitals are incredibly grateful, and it’s rewarding to know that medications or blood samples are delivered faster because of what we do. It feels like we’re making a difference.

"No matter how experienced the technician is, you can come up with the answer in N7 so much faster than it would be to call tech support. It doesn’t matter if you’ve been here 20 years, 10 years, or two years—it can be a useful tool."

Q: And what are the challenges you face as a supervisor?

A: We’re having a lot of techs with 30 or 40 years of experience retiring, and we’re losing a lot of knowledge as a result. A lot of the institutional knowledge just isn’t written down.

The problem is, troubleshooting is often a matter of, “call Kevin; he’s dealt with that before.” But what happens when Kevin isn’t here anymore?

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That’s where Neuron7 comes in. We’re using it to capture and organize all the troubleshooting knowledge in one spot.

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Q: What were your initial expectations for bringing in anAI tool like Neuron7?

A: Initially, I thought it would be mainly for new technicians to quickly learn the basics, and then they’d outgrow it. But it’s become much more useful, even for senior technicians.

No matter how experienced the technician is, you can come up with the answer in N7 so much faster than it would be to call tech support. It doesn’t matter if you’ve been here 20 years, 10 years, or two years—it can be a useful tool.

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Q: What is impacts from using Neuron7 have you experienced?

A: It’s drastically cutting down the time it takes to troubleshoot, and the expectation is now that a solution is already in Neuron7.

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So when someone faces the same issue other technicians saw across the country, it doesn’t matter who the it was that solved it previously—they can input the symptoms into Neuron7 and get statistically-backed solutions based on past cases.

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Q: For those hesitant to adopt AI tools, what advice would you give?

A: I think if you’re already thinking about AI, pull the trigger and definitely go for it, because I think it can be helpful for most organizations. But also dedicate the time and resources to mold it into the tool you want. Once you do, the AI tool will do what AI is supposed to do—learn with you, grow with your organization, and provide the answers that can help your team fix your equipment faster and spend less time on the phone.

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