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.
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.
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:
- 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.
Together, NCR Atleos and Neuron7 overcame those challenges:
- 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:
- 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
This initiative has not only modernized NCR Atleos’ field operations—it’s helped redefine what’s possible in global service delivery.
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.
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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Frequently asked questions
Neuron7 differs from other AI tools for service by building a Service Expertise Graph from actual case history rather than searching documents and surfacing suggestions. Resolution guidance is deterministic and grounded in fixes your team has already performed. Neuron7 also predicts failures before they happen and improves with every case closed.
No. Neuron7 does not replace existing CRM or ticketing systems like Salesforce, ServiceNow, or SAP. Instead, it operates as a resolution intelligence layer on top of those systems, adding service expertise and resolution intelligence that those platforms do not natively provide.
Neuron7 deployment typically takes weeks, not months. Most customers are running pilots within weeks of kickoff, starting with the highest-volume product lines and failure patterns before expanding across the installed base.
Neuron7 connects to existing systems through direct integrations with Salesforce, ServiceNow, SAP, Microsoft, and most major CRM and FSM platforms. Pre-built connectors require no custom development and no IT project. Technicians and agents continue working in the tools they already use, with Neuron7 surfacing guidance in their existing workflow.
Neuron7 is purpose-built for Fortune 1000 enterprises that manage complex technical equipment at scale. This includes medical devices, high-tech manufacturing, industrial systems, payment technology, and telecom organizations. Most customers have 1,000 or more service technicians operating across multiple regions or product lines.
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