FAST – Digital assistant in the field

Technical service personnel in the field have to solve complex problems on a daily basis – often under time pressure, with limited access to information and without direct on-site support. With FAST (Field Assistant for Service Technicians), jambit has developed a digital assistant that helps exactly where quick decisions count: directly in the field.

jambit developed FAST in collaboration with service teams from the field. From the outset, the focus was on creating a solution that works on mobile devices, makes knowledge accessible, and provides real-time support.

FAST answers questions directly from technical documents and provides relevant information in context. A RAG-based chatbot with semantic search delivers relevant content even for vague terms. Thanks to optical character recognition (OCR), even drawings and complex plans can be searched quickly.

In addition, FAST supports diagnosis and repair with structured step-by-step instructions. Technicians solve problems directly on site and avoid long escalation paths. The consistent mobile-first approach ensures that FAST works optimally on smartphones and tablets. Large buttons, intuitive touch operation, and voice input make it easy to use in everyday work.

If additional expertise is required, FAST immediately connects the appropriate experts. The system automatically provides previously exchanged messages and relevant documents so that the team of experts immediately has a complete picture of the situation. For secure communication, FAST integrates chat, phone, and video support based on a GDPR-compliant matrix architecture.

International teams also benefit from automatic real-time translation, which enables clear and fast collaboration across national borders. At the same time, FAST is continuously evolving and growing iteratively with user requirements.

FAST shows how digital assistance can provide lasting support to technical field service teams. Today, service teams can access the knowledge they need for diagnostics and repairs much more quickly. Instead of spending a long time searching through manuals or waiting for feedback from the back office, they receive specific answers and next steps directly on site.

This makes a noticeable difference to everyday work: Technicians resolve more cases independently on their first visit, work in a more structured manner, and reduce unnecessary interruptions. At the same time, FAST improves collaboration with experts because teams can easily call on support via chat, phone, or video.

This benefits companies in several ways: visits take less time, downtime is reduced, and service costs are lowered thanks to fewer return trips and more efficient processes. FAST also boosts employee satisfaction because knowledge is available at all times and decisions are easier to make.

FAST is therefore more than just a technical solution. The assistant simplifies service processes, improves the quality of customer service, and creates space for what really matters: fast help, reliable repairs, and motivated teams.