AI Agents for Medical Device Product Support and Field Service Teams
Challenges Faced in the Industry
$0.8M per year lost to avoidable field service visits at $500 to $2,000 per dispatch.
$0.35M per year in avoidable escalations from support agents lacking device-specific troubleshooting context.
$0.4M per year from long agent onboarding cycles and heavy dependence on senior technicians for routine queries.
Impact & Stats with Auralis
Example impact for medical device support and field service teams.
- 35%
- Tier-0/1 deflection: fewer repetitive alarm, usage, and maintenance queries via cited answers and macros.
- 12 Mins.
- Saved per ticket with auto-drafted troubleshooting replies, device context summaries, and one-click notes.
- 15%
- Increase in first-visit fix from pre-dispatch checklists, parts hints, and prior-art steps ready to go.
- 25%
- Fewer field visits through better remote diagnosis, cited resolution steps, and consistent documentation.
- <30%
- MTTD on repeat alarms: detect device fleet fault patterns quickly and route with owner and SLA.
Common Support Use Cases
Integrations and Data Sync
Auto-draft troubleshooting replies with citations from product manuals and service bulletins, prompt for missing alarm codes or device details, record call notes and dispositions in one click.
Field Service Copilot
Voice memo to structured visit notes; attach photos, part numbers, and device readings; sync to the ticket when the engineer is back online.
Macro & SOP Builder
Mine recurring device issues; propose macros and SOP updates, keep versions, roles, and review history for consistent troubleshooting across shifts and regions.
Pre-Dispatch Checklists & Parts Hints
Suggest likely diagnostic steps and required spare parts from similar cases; raise first-visit fix rates and cut return trips.
Knowledge Search with Citations
Ask once, get step-by-step answers with line-level citations from product manuals, training materials, service bulletins, and prior tickets.
Known Issues & Service Alerts Hub
Track known device faults, firmware issues, and product recalls; surface the right note to agents in context during live troubleshooting.
Device Alarm & Signal Monitoring
Watch device fleets for repeat alarms and fault patterns; alert and route with owner, priority, and SLA.
Support Insights and Product Feedback
Turn ticket volume into actionable insights by surfacing recurring issues, trend shifts, and top drivers, so product and engineering teams can fix the root causes.
Ops Analytics & Trends
Deflection, AHT, FCR, field visits, MTTR; drill down by device model, alarm type, customer site, or region to spot risks early.
What If Your Support and Field Teams Could Work This Way?
What if you only have to ask once, and get cited troubleshooting steps pulled from product manuals, training materials, service bulletins, and prior tickets?
What if each case arrives with device model, alarm history, firmware version, prior fixes, and suggested next steps for first-contact remote resolution?
What if you can diagnose device alarms remotely in real time, suggest calibration checks and maintenance steps, auto-capture service notes, reduce field visits, and cut mean time to repair?
Auralis AI agents make this real; they turn scattered product knowledge into consistent action, learn from every ticket and service visit, and raise performance across support desk and field operations.
Customer Testimonials
An OEM medical device manufacturer operating across complex supply chains and stringent compliance environments, supporting hospitals, clinics, and distributors worldwide.
Headquarters
Minneapolis, MN, USA
Industry
OEM Medical Device Manufacturers
Stores Supported
10,000+
“As an OEM operating across complex supply chains and stringent compliance environments, we cannot afford inefficiencies at the support layer. Auralis provided a knowledge infrastructure that handles the operational load, managing hundreds of queries a day in a fully automated manner, so our team is not burdened by routine escalations. We have gained back over 15 hours each week, and the team is now focused on the problems that move the business forward.”
Willian Souza
Chief Executive Officer
Integrates with over 500+ tools that you already use
Whether it's help desks, documentation, videos, CRMs, e-commerce, or customer support tools, Auralis enhances your workflow by integrating with all major platforms. Any platform with an API can be integrated with Auralis.
Save up to 15 hours per week per agent with Auralis Agent Assist
Seamlessly integrated into your service desk to enhance your team's efficiency, so your specialists focus on complex device issues while Auralis handles the repetitive troubleshooting work.
Policy-Aligned Reply Drafting
Auralis drafts context-aware troubleshooting replies for device queries by analyzing prior tickets, product manuals, service bulletins, and approved macros, so agents respond faster with accurate, policy-aligned messaging that stays within your regulatory guardrails.
- Replies cited from manuals, service bulletins, and prior tickets
- Prompts for missing alarm codes or device readings before sending
- Stays within approved guardrails for regulated topics
QMS & CRM Sync With Summarization
Auralis automatically updates your quality-management and CRM platforms with structured conversation summaries, so device records, complaint logs, and service notes stay accurate and audit-ready without manual data entry.
- Conversation summaries written back to QMS and CRM automatically
- Complaint and service notes captured in one click
- Clean, traceable records ready for quality and regulatory review
Device Complaint and RMA Triage
Auralis routes, prioritizes, and resolves complaints, RMA requests, and service tickets automatically by reading intent and device history, so urgent or reportable cases reach the right specialist fast and routine questions are handled instantly.
- Intent and device history analyzed to prioritize each case
- Urgent and reportable cases escalated with full context attached
- Routine alarm, usage, and maintenance queries resolved instantly
Turn Technician Expertise Into Shared Knowledge
Train Auralis on your existing ticket and service history, and let your senior technicians fine-tune the AI in one click. A knowledge base article is created automatically from that training, so the entire support and field team benefits from hard-won troubleshooting expertise.
- Trains on your current ticket and field service history
- Senior technicians fine-tune answers with one click
- Knowledge base articles generated automatically for the whole team
Built for Data Privacy & Compliance
At Auralis AI, data protection is paramount. Our systems follow strict security protocols and align with the standards medical device manufacturers rely on. We work with your team to meet your data handling, privacy, and regulatory requirements.
GDPR
SOC 2 Type II
ISO 27001
HIPAAFeatured Resources
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Support agents receive contextual troubleshooting steps, cited from product manuals, service bulletins, and prior tickets, along with pre-dispatch checklists and parts hints from similar cases; Auralis prompts for missing alarm codes and device readings before dispatch is approved, tracks each interaction with owner, SLA, and outcome. This raises remote resolution rates and cuts avoidable field visits.
Ready to Rethink Medical Device Support?
See what AI-powered support can do for your organization.