When a problem gets solved through a discussion between a client and a technician, the solution often evaporates: it stays in one person’s head, or dissolves into an informal chat. By structuring each problem as a dedicated discussion, then summarising it with an LLM, that knowledge becomes a reusable, confidential base that no longer gets lost.
One problem, one ticket, one discussion
A ticket is not a form, it is a focused discussion between designated people: the client who observes, the technician who diagnoses. Two principles make it effective. First, scope: only the people concerned take part, which avoids the scatter of a non-integrated messaging tool (WhatsApp or similar) where information sprays everywhere and is never found again. Second, framing: one problem equals one ticket equals one discussion. Topics are never mixed, which guarantees clean follow-up and a resolution without dispersion.
From a solved ticket to a knowledge entry
Once the problem is solved, the discussion holds everything that matters: the symptom, the dead ends, the real cause and the fix applied. An LLM summarises it and turns it into a structured knowledge entry, stripped of conversational noise and back-and-forth. Because each discussion covers a single problem, that summary is clean and directly usable. The base thus builds itself, ticket after ticket, with no extra documentation work for the teams.
From diagnosis to spare part, without leaving the CMMS
Once the cause is identified, the repair often requires a spare part. For this, the Connected CMMS module embeds a parts catalog and exploded-view management: the technician or client visually locates the right reference directly on the machine’s exploded diagram, with no identification error. IOT Express then handles the flow from choice to order: part selection, initiation of a request for quotation (RFQ), ordering and delivery tracking. We do not handle the logistics itself, we orchestrate the information journey. Each order stays linked to the machine, building a history of parts ordered per equipment (which part, when, for which problem), and we help our manufacturer clients build a genuine online parts-sales strategy on that foundation.
A company memory that no longer evaporates
Faced with a new problem, the LLM draws first on this confidential source rather than on generic knowledge: it proposes solutions already proven in the field, in the company’s real context. The effect compounds, each solved ticket makes the next one faster. Above all, knowledge stops leaving with people: when a technician leaves the company, their experience remains captured in the base, ready to serve the rest of the team.
Frequently asked questions
Why not simply use WhatsApp or a standard messaging app?
Because a non-integrated messaging tool mixes topics, does not link the exchange to the right equipment and leaves no usable trace. Information scatters and becomes impossible to find. A framed ticket (one problem, one discussion, the right people) keeps clean follow-up and, above all, can be summarised and capitalised into reusable knowledge.
How does the LLM use this knowledge base?
It queries this internal, confidential source first, before any general knowledge. For a new problem, it relies first on past tickets solved in the same context, which yields relevant answers already proven inside the company, rather than generalities.
Does IOT Express handle spare-parts logistics?
No. IOT Express does not handle logistics: we manage the information flow, from selecting the part on the catalog and exploded views through to ordering, initiating a request for quotation (RFQ) and tracking delivery. Everything is historised per machine, which gives traceability of ordered parts and helps our manufacturer clients structure an online parts-sales strategy.
