Reading error codes and translating them into actionable solutions is critical across industries. Wherever technical systems, machinery, or software need to be maintained, repaired, or optimized, the quick interpretation of these codes saves time, reduces downtime, and lowers the dependency on specialized expertise.
A practical example: A global machinery manufacturer with around 50,000 employees faced the challenge of troubleshooting issues more efficiently and speeding up service. In case of a malfunction, an error code appears on the elevator control display. Until now, technicians dispatched on-site had to manually look up the code, interpret its meaning, and derive the right corrective measures. This was time-consuming and required deep technical expertise.
Working together with Campana & Schott, a specialized Copilot Agent was developed that explains error codes in plain language and guides users through the troubleshooting process – directly on their smartphone. Clear, contextualized, and in real time.
The challenge: Legacy system and high entry barriers
The existing solution for querying error codes was difficult to access on the go and not very user-friendly. Content was stored in manuals and an app that essentially served as a digital reference book. Field work remained cumbersome. In addition, technical jargon and language barriers made usage harder. The result: longer downtimes and high dependency on experienced specialists.
The solution: An agent for guided error diagnostics
Campana & Schott, together with the client, developed a Copilot Agent powered by Microsoft Copilot Studio. Technicians enter the five-digit error code and immediately receive the relevant troubleshooting steps – including clear explanations and interactive follow-up questions. The agent keeps the context, answers queries such as “Where is the power supply located?”, and can simplify or translate content. Voice control and text-to-speech are also available. Everything runs directly in Microsoft Teams on a smartphone or tablet.
The technical implementation
- Storage and maintenance of service documentation and error code guides in SharePoint Online
- Orchestration of dialogues and actions with Microsoft Copilot Studio
- Deployment in Microsoft Teams for desktop and mobile, including voice input and output
The benefits: Faster repairs, better support
With the Copilot Agent, frontline workers get exactly the support they need in the field:
- Shorter downtimes thanks to faster error diagnosis and step-by-step instructions
- Consistent quality regardless of experience level; available in simplified German or other supported languages
- Reduced dependency on in-depth technical knowledge
- Easy use on existing devices without switching apps
- Better customer experience thanks to faster restoration of service
Looking ahead: A starting point for scalable field service workflows
This use case demonstrates how AI agents can significantly improve mobile work processes. The next steps include extending guided checklists and integrating additional knowledge sources. Looking further ahead, ticketing systems, spare parts information, and approval processes can also be connected.
At a glance: What the Copilot Agent delivers
- Guided diagnostics and solution recommendations based on error codes
- Clear explanations, interactive dialogue, and translations
- Significant time savings and reduced training effort
- Direct use in Microsoft Teams on smartphones or tablets
- Consistent quality even with less experienced staff
- Built with Microsoft Copilot Studio and SharePoint Online
Lecture: Insights: Making Agentic AI - Business processes more efficient & effective
