AI-assisted Service Engineering

Diebold Nixdorf is a leading provider of IT solutions and services for retail banks and retailers. The product portfolio ranges from ATMs to software and services. Within the framework of the AI Marketplace, AI procedures will now be developed and trained in the field of cash automation, based on historical machine data as well as information about so-called service calls.

ATMs are highly complex mechatronic systems whose behaviour is monitored by a multitude of actuator and sensor data. This data is supplemented with information on a service platform, which provides a complete picture of the vending machine. Until now, patterns in the machine data have only been mapped to possible defects by simple rules, without giving differentiated repair instructions to the service technician and without verifying the service instructions by results of the technician’s work. They do not use elaborate AI algorithms either.

Therefore, Diebold Nixdorf is now researching use cases together with Fraunhofer IOSB-INA to develop a suitable AI solution based on existing machine and service data. The aim is to support the company’s service staff with further information on repairs during service calls. Currently, this information is obtained from data pools such as service calls, service contracts or machine data. The product portfolio is now to be rounded off with new services.

With this project, Diebold Nixdorf is aiming for a significant reduction in the processing time of service cases during technician deployments. This makes it possible, for example, to localise the cause of a fault during servicing before the technician arrives at the unit. In addition, the process can help to bring about a reduction in the service call rate. In addition, interfaces to the AI Marketplace platform will be developed, taking into account the validity and meaningfulness of the database and the design of AI applications for product creation.