In many service organizations, the majority of machine knowledge still flows through the telephone. When a machine breaks down, technicians and service staff naturally pick up the phone—quickly, directly, and personally. In many cases, this generates valuable knowledge that is usually lost after the call.
At findIQ, we want to change exactly that with Phone Agents. Our goal is to reach service teams where they already work and turn every phone call into useful, structured knowledge. Without interrupting their usual processes.
The problem: changing old habits in service
Our existing findIQ system already offers a new, digital channel for reporting machine problems. But we have learned that behavioral changes take time. Many service teams prefer to fall back on established methods such as telephone, email, or ticket systems. Breaking these habits is a major challenge in practice.
The solution: Evaluate existing communication channels
Instead of forcing new routines, we focus on integration rather than disruption. Phone Agents connect directly to existing communication channels – analyzing conversations, automatically capturing information, and transforming it into valuable knowledge for the entire service process. This creates a smooth transition from analog conversation to digital knowledge base – without any friction.
With this approach, we are promoting the use of our findIQ app without changing user behavior. Through seamless integration into existing reporting channels, we accompany teams on their journey toward knowledge digitization, step by step.
Current status & outlook
We are currently exploring various approaches to efficiently embedding telephone communication into structured knowledge processes. For the next step, we are looking for partner companies who would like to join us in developing and testing the prototype. In other words, a true co-development on equal terms.
Want to get involved? If you are interested in helping shape the future of service knowledge, we look forward to hearing from you.