AI Agents for Medical Device Product Support and Field Service Teams

Auralis proposes macros from recurring device issues, routes them through review and approval, and stores every version with roles, expiry, and change logs; published replies include citations and placeholders, so agents troubleshoot consistently across regions and shifts, and audit history is preserved.

Yes, we begin in read only mode with alerting and dry run simulations, then enable write actions selectively with approvals and role based controls, such as dual approval for device configuration changes, ITSM tickets for audit, and immediate reversion to read only if thresholds are exceeded.

We do not quote a lift without a baseline. Accuracy is measured as fewer misdiagnosed alarms per 1,000 tickets, fewer avoidable field dispatches, and higher first-pass remote resolution; effects on field service costs and MTTR are calculated from your operational data and reported in the shared dashboard.

Hours saved are measured by time-in-queue and time-to-close for target categories, plus the share auto-resolved by Auralis; annual savings equal verified hours saved multiplied by your fully burdened rate, with sensitivity shown for conservative and aggressive scenarios. Field visit savings are calculated separately at your average dispatch cost.

We set targets only after establishing a baseline, as Auralis improves the drivers that impact remote resolution and MTTR, such as cited diagnostic steps, pre dispatch checklists, parts hints, and standardized notes, with results tracked by device model and customer site and reported weekly to ensure adjustments are data led.

We connect to common helpdesks and ITSM platforms out of the box, including ServiceNow, Zendesk, Jira Service Management, Freshdesk, and Salesforce Service Cloud, while documentation sources such as Confluence, SharePoint, Google Drive, and OneDrive are supported via native APIs, and device management and CRM integrations are scoped during onboarding.

Yes, we integrate with your IdP for SSO and group sync, then honor each source's ACLs, with permission aware queries ensuring agents only see items they are entitled to, and all views and actions recorded in an audit log, with an architecture designed to align with medical device regulatory requirements.

Yes. Answers include line-level citations with hover previews; clicking opens the original product manual, service bulletin, or prior ticket at the referenced location. This keeps responses verifiable and simplifies quality and regulatory review.