NCR Atleos Recognized for AI-Driven Service Transformation

This week at Field Service Palm Springs, NCR Atleos was honored with the Best AI Use Case & Implementation award—honoring a standout global transformation in field service, powered by AI.

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More than just a success story in technology adoption, the award recognizes the blueprint put in place by NCR Atleos for scaling AI across a complex, global service organization—with measurable impact.

A Strategic Move to Transform Field Service

In 2023, NCR Atleos launched a bold AI initiative to improve service quality, empower technicians, and increase operational efficiency. The company’s goal: give every technician fast, reliable access to critical knowledge—so they can resolve issues faster, with fewer revisits, and greater confidence.

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This effort was part of a broader strategy to deliver a consistent, world-class customer experience in 160 countries. With a large-scale technician workforce and distributed knowledge across dozens of sources, NCR Atleos needed more than incremental improvement—it needed transformation.

Resolution Intelligence at Global Scale

To solve this, NCR Atleos deployed Neuron7 Resolution Intelligence across its service operations. The implementation focused on four key components:

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• Unifying knowledge from 17 platforms—including manuals, call notes, training videos, and engineering docs—into one AI-powered system
• Making it easy to find the “one right answer” with real-time search that returns accurate results in seconds
• Supporting global teams with multilingual access and scalable architecture
• Reducing complexity by streamlining tools and eliminating redundant platforms

Managing Change at Every Level

A transformation of this scale required thoughtful change management. Field technicians needed to see the value of a new system. Knowledge had to be integrated and indexed with care. And AI performance had to be proven before trust could be earned.

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Together, NCR Atleos and Neuron7 overcame those challenges:

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• Built trust through continuous tuning and validation, achieving 92% answer accuracy before full deployment
• Delivered training and support to encourage technician adoption
• Maintained close collaboration between service, engineering, and AI teams to manage integration at scale

Results That Redefine What’s Possible

Since launching its AI-powered resolution intelligence system, NCR Atleos has achieved:

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• 92% AI answer accuracy, improving technician confidence and speed
• 13% reduction in service revisits, cutting operational costs and  boosting customer satisfaction
• A global, standardized model  for service resolution that scales across regions and teams

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This initiative has not only modernized NCR Atleos’ field operations—it’s helped redefine what’s possible in global service delivery.

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Congratulations to Bill Girzone, Jason Holland, Mario Magalhaes, Gonzalez Lorenzo, Land Rowland, Roy H., Charlene George, Kent Baker, and the rest of the NCR team for setting a new standard in field service excellence.

Getting Started

Neuron7’s Smart Resolution Hub is enabling service leaders like NCR Atleos to scale AI adoption effectively, bridging the gap between service and engineering while delivering faster, more accurate resolutions.

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To learn more about getting, started check out the AI for Service Buyers Guide and visit t AI Strategy Resource Center.

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