Business Overview
A global healthcare medtech leader that builds XR, CT, MR, U/S machines was sitting on a goldmine of unstructured service data—but couldn’t act on it fast enough. Discover how NeST Digital’s Generative Agentic AI solution transformed scattered service logs and manuals into real-time troubleshooting intelligence, slashing downtime and boosting operational efficiency.
Problem
Generative Agentic AI
NeST Digital deployed a Generative AI agentic solution that acted like a smart assistant for service engineers. The system could:
- Ingest and understand unstructured content from service manuals, past repair logs, and convert them into service knowledge graphs.
- Ingest device telemetry to analyse patterns and failure events.
- Generate step-by-step troubleshooting guidance in real-time, based on the nature of the fault.
- Continuously learn and evolve with each incident, improving accuracy over time.
Instead of searching through scattered documents or escalating issues, field teams received precise recommendations—instantly.
Technology Strategy
NeST Digital’s solution employed a hybrid architecture that combined language models (SLMs, LLMs) specifically prompt-engineered for healthcare device documentation with retrieval- augmented generation (RAG) frameworks to deliver precise, contextual troubleshooting guidance. The core technical challenge centered on field fault identification and transforming complex design data into actionable knowledge graphs, solved through generative AI-powered clustering algorithms that automatically extracted structured relationships between fault nodes, recovery procedures, and symptom patterns. To address healthcare’s stringent data requirements, the platform features end-to-end encryption, on-device deployment capabilities, and granular access controls fully compliant with HIPAA regulations, ensuring complete patient data privacy while delivering powerful AI-driven operational insights.
The Impact
- 50% faster issue resolution in field operations.
- Reduced labor dependency and cost per service incident.
- Improved device uptime, ensuring better patient outcomes.
- Knowledge democratization, where even junior technicians could resolve complex issues confidently.
Why This Matters
This solution didn’t just make data usable—it transformed the way service teams operate. By tapping into Gen AI, the company now resolves issues before they escalate, saves millions in downtime, and ensures its frontline workers are always empowered with the right knowledge.
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