Communication Bot for Turbine Diagnostic Knowledge Capture
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Solution Overview
Problem
Existing communication platforms between experts, such as those in the gas and wind power industry, face inefficiencies in diagnosing issues with installations like turbines, especially when key experts are unavailable, leading to potential diagnostic failures and prolonged downtimes.
Innovation Solution
A bot is implemented on the communication platform to read and convert human-generated tickets into numerical representations, listen in on communication processes, and generate output records, enhancing knowledge management and providing quick solutions by supplementing existing knowledge bases with real-time communication data, thus enabling proactive and reactive support for diagnosing issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If experts manually exchange messages and diagnose issues through communication platforms, then diagnostic accuracy may be maintained through human expertise, but response time increases and diagnostic reliability decreases when key experts are unavailable
Solution Approach 1:
The bot acts as an intermediary between experts and the communication platform, automatically capturing, processing, and managing diagnostic information. It listens to communication processes, extracts relevant data, and generates structured output records, thereby reducing dependency on individual expert availability while maintaining diagnostic quality
Solution Approach 2:
The bot performs preliminary actions by automatically reading input data records, converting tickets to numerical representations, and preparing diagnostic information in advance. This automation of routine tasks allows experts to focus on complex diagnostic decisions, reducing overall response time
2Loss of information
If experts manually create and manage tickets for each issue, then detailed problem documentation is achieved, but knowledge loss occurs when experts leave and productivity decreases due to manual processing
Solution Approach 1:
The bot creates numerical representations (copies) of ticket information and communication data. These digital copies preserve expert knowledge independently of individual experts, allowing the organization to retain institutional knowledge even when experts leave. The copying process transforms unstructured expert knowledge into structured, searchable data
Solution Approach 2:
The bot performs self-service by automatically listening to communication processes, extracting relevant information, and generating output records without requiring manual expert intervention for each task. This automation increases diagnostic throughput while preserving knowledge through systematic capture
3Reliability
If the communication platform only connects experts, then specialized diagnostic knowledge is maintained, but the system becomes vulnerable when decisive experts are unavailable
Solution Approach 1:
The bot provides universal functionality by serving multiple roles: it captures communication data, processes tickets, generates reports, and preserves knowledge. This multi-functional automation system ensures diagnostic continuity regardless of expert availability, making the system resilient to personnel changes
Data Source
AI summary
Provided is a bot for a communication platform, wherein the bot is set up to read in an input data record, wherein the input data record includes a plurality of tickets or a plurality of numerical representations of tickets, listen in on at least one communication process between at least two persons on the communication platform, wherein the at least one communication process has at least one service case or at least one numerical representation of a service case, and generate an output data record, wherein the output data record has the input data record and the at least one communication process. A corresponding communication platform, a computer-implemented method, and a computer program product are also provided.