Predictive Service

Proactively detect device failures using AI/ML, enabling prescriptive action to minimise customer downtime before issues occur.

Proactively and predictively detect device failures leveraging the power of AI/ML, enabling prescriptive action to minimise customer downtime.

The Predictive Service solution is the "predictive" step in a descriptive → predictive → prescriptive service delivery process improvement journey. Building on Proactive Service, it minimises customer downtime and reduces service costs by predicting device failures before they occur, then creating tickets for support teams to act on.

With Predictive Service, the objective is to "eliminate business interruption" by detecting and mitigating device issues before they occur.

Targeted Outcomes

Outcome	Description
Improve Remote Fix Rate	Increased remote resolutions due to improved visibility to device performance.
Improve Device Downtime	Predicting issues before they occur further reduces customer downtime.
Reduce Parts Shipped	Device failure prediction allows for more prescriptive and accurate parts selection and shipment.
Reduce Average Call Length	High-resolution visibility allows technicians to diagnose with more accuracy and less customer input.
Improve CSAT	Predictive issue resolution, quicker troubleshooting, and prolonged functionality all improve customer satisfaction scores.
Improve First Time Fix Rate	Leveraging sensor data to more accurately identify and fix the issue in the first attempt.

Ideal Device Profile

Predictive Service works best when devices meet these criteria:

Upload detailed and frequent sensor telemetry.
Require maintenance, repair, or replacement over time.
Downtime is costly or impactful to the end user.
Are mechanical / electrical / chemical systems with multiple sensors.
Output state, telemetry, or error data.
Have replaceable parts that degrade over time.

Platform Functions

Optra Model Management — simplified AI/ML model lifecycle management, with ongoing monitoring.
Optra BI Reporting and Dashboards — curated KPIs in dashboards that monitor your IoT ecosystem.
Optra Rules Engine — purpose-built to drive action from complex signals within IoT data.
Optra Integration Management — quickly set up integrations to enterprise systems.

Prerequisite Use Cases

Device Management and Proactive Service must be implemented before or alongside Predictive Service.

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