In the first two posts, we showed how well-trained service teams and digital tools create the foundation for fast, reliable service. But what good is the best system if reporting a fault already takes time?
This is exactly where our new support portal comes in. It is aimed directly at you as an operator of passenger information systems and makes reporting faults not only easier, but also smarter.
The Challenge: From Problem to Precise Fault Report
Anyone reporting a fault often faces the same questions:
- What information is needed?
- Is the problem perhaps already known?
- Is there a quick solution without a technician having to come out?
- Was the correct priority set?
Incomplete or imprecise reports lead to queries, delay diagnosis, and thus resolution. This is exactly what we want to avoid.
Our Approach: AI-powered Fault Recording with SUSI
For our new support portal, we have developed an AI assistant that asks targeted questions, offers self-help, and systematically records all relevant information. Our charming assistant is named SUSI. And for good reason, because SUSI stands for: Super Unpatient System Intelligence.
SUSI guides you step-by-step through the process:
- Problem Recognition: After selecting the appropriate category, describe the problem in your own words.
- Targeted Questions: Which device is affected? Where is the system located? What exactly is not working? SUSI only asks the questions relevant to your specific case.
- Self-Help: SUSI already knows some typical error patterns and is continuously trained. Often, she can offer direct solutions without a ticket even needing to be created.
- Complete Documentation: All recorded information flows structured into the ticket. Our After Sales team immediately receives all relevant data and can react specifically.
Classic Ticket Creation Remains Available in Parallel
Those who prefer the proven method can still use a structured form. All relevant fields are queried, the ticket is created – without AI interaction, but just as efficiently.
We have also developed a streamlined technician portal for our own service technicians. It is optimized for maximum speed: click-based, with minimal text input, so our teams can document precisely even under time pressure.
Your Customer Benefits
Through intelligent fault recording, you benefit from:
- faster response times, because all information is immediately available in full,
- fewer queries that delay the process,
- direct problem resolution in many cases, without an on-site visit being necessary,
- better overview of all reported faults in a central application.
Ultimately, this means for you: higher system availability, less downtime, and thus more satisfied passengers.
Conclusion: Service Excellence Begins with Fault Reporting
Service is excellent when all processes interlock: well-trained teams, well-thought-out digital tools, and an intelligent interface to our customers. With the new support portal, we close precisely this gap.
Important Note: The support portal is currently still in the demo version and will be officially presented at InnoTrans 2026. The AI-powered fault recording will then be available as added value for our customers.
Would you like to learn more about the Support Portal today or arrange an appointment for a demo at InnoTrans? Please contact us. We will show you how intelligent service processes can simplify your daily operations.
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