The information is documented but not findable
Three hundred pages per machine type, twelve revisions, a supplement from 2019 nobody merged in. The answer exists. Nobody can produce it while the customer is on the line.
Service Agent
Resolve service cases instead of searching for documents.
The manual, the exact configuration behind that serial number, every repair this machine has already had and what the part costs today. Genow brings them together the moment the case lands. Your team stops searching and starts answering.
G-PACK 1200
„Line stops after about 20 minutes, panel shows E-102.“
Likely causes, ranked- Pressure valve, station 2 7 similar cases on this type
- Sensor S4 out of alignment matches the 20-minute pattern
- Oil temperature cut-off only above 34 °C ambient
V-2255 pressure valve in stock · 4 pcs
Maintenance guide p. 42 Case 44-1180 Service report 08/25
Diagnosis costs more time than the repair itself.
Service teams rarely fail because they lack the skill. They lose the time before the skill can be used, and every one of those minutes is downtime at the customer's site.
Every unit has its own configuration state
Same type, different options, a retrofit in 2023, a control unit that was swapped last winter. Generic instructions send a technician to the wrong valve.
Solved cases are never reused
Twice, on two other lines, by two other colleagues. It is all in the ticket system, and nobody reads forty closed tickets to find out which one matches.
Practical expertise sits with very few people
The escalation path ends at the same colleagues every time. When they are in a meeting the case waits, and when they leave, thirty years of pattern recognition leaves with them.
From the fault report to a closed ticket.
Identify the affected unit unambiguously.
A serial number, a photo of the nameplate or just the customer name is enough. Genow resolves it to the real unit, with the options it left the factory with and everything that changed since.
- Configuration, options and retrofits, not just the model
- Documentation revision that applies to this unit
- Warranty and contract status before anything is promised
Rank the possible causes by likelihood.
Genow reads the symptom the way a technician does: against the fault table, against this machine's own repair history, and against every closed case on the same type across your installed base.
- Ranked causes, each with the evidence behind it
- The questions to ask the customer next, in order
- A clear „not enough information“ instead of a guess
Return the repair steps, tool and spare part.
A repair instruction is only useful with the part number, the torque figure and the safety step next to it. Genow assembles the whole procedure for this configuration, and checks whether the part is on the shelf.
- Step-by-step from the manual that applies to this unit
- The correct spare part number, with stock and lead time
- Decide on the call: talk them through it, or send a van
Draft the documentation and customer reply.
The reply is drafted in the customer's language, the ticket fields are filled from what actually happened, and the solution becomes searchable for the next colleague. You review and send. Nothing leaves before you do.
- Customer reply drafted, in the language they wrote in
- Fault code, cause, part and time written back to the ticket
- The case joins the knowledge the next one is solved with
Every knowledge source, joined per serial number.
Genow joins the sources your company already maintains to the specific unit. That join is what turns a plausible answer into a demonstrably correct one.
SN 48-2291 one context, assembled per unit
- Manuals & revisions Operating, maintenance and electrical documentation, in the revision that applies to this unit.
- Configuration & bill of materials What was actually built and shipped: options, variants, control revision, later retrofits.
- Tickets & repair history Every case on this machine and on every sibling of the same type across your installed base.
- Spare parts, stock & prices The right part number for this configuration, with availability and lead time from your ERP.
- Service & commissioning reports What the technician wrote on site, including the handwriting nobody has ever searched before.
- Expert know-how The workarounds and rules of thumb your senior technicians carry: captured once, available to everyone.
On-site deployment
The same knowledge follows your technician on site.
- Ask by voice, hands free. Speak the question instead of typing with gloves on; the answer comes back on screen, without scrolling through a PDF.
- Any language, the same answer. The technician asks in Polish, the source is a German manual, the customer gets an English report.
- The service report is drafted for signing. What was found, what was changed and which part went in: dictated on site, ready to sign before the technician drives off.
- Fewer second visits. When the required part is identified before the technician sets off, one visit is often enough.
Every answer holds up in front of a customer.
In service, a fluent wrong answer is worse than no answer at all. So Genow is built to show its evidence and to stop when it runs out.
Every answer names its source
Manual, section and revision, or the ticket it was learned from. One click and your technician is looking at the original page.
Missing evidence is stated openly
Missing documentation for that revision, an unclear symptom, a machine outside the installed base: Genow names the gap rather than filling it.
Your permissions, not new ones
Who may see which machine, which customer and which document is decided by your systems. Genow inherits that and never widens it.
Handover to your team is always available
Safety-relevant work, warranty decisions and anything the agent flags go to a person, with the case context already assembled.
Complementary agent
Let your customers resolve routine questions themselves.
The same agent can face outward: a QR code on the machine lets your customers resolve the routine questions themselves, around the clock, in their language, without a ticket.
Free live demo
See how Genow makes service more efficient.
See in 30 minutes how Genow helps your team pick up every case with full context, find the cause faster, and name the right spare part right away.