Scan the product code
A user, distributor, nurse, biomedical technician, or support agent scans a QR code on the device, package, or support page and opens the support assistant built for that product.
Field Support Memory Pilot
Turn repeated device support questions into a controlled QR support flow.
For products such as infusion pumps, in vitro diagnostic analyzers, monitors, respiratory equipment, or service-heavy devices, the same setup, alarm, accessory, maintenance, and troubleshooting questions often repeat. This package converts approved sources into support answers, troubleshooting cards, escalation rules, and Product ID support memory.
This is a co-built pilot, not an off-the-shelf chatbot. We build it around one company's device, customers, support team, field service workflow, approved source material, and escalation rules.
What the user experiences
A QR support session that either resolves the simple issue or hands off a cleaner case.
The first version can be shown as a web demo before it becomes a production support tool. The goal is to prove the support workflow and review boundary with one real customer product family.
Describe the issue
They can type, speak, or upload a photo. The infusion pump alarm example is only a sample scenario; each pilot uses the customer's own product, users, support process, and source set.
Follow reviewed checks
The assistant uses approved manuals, training material, support notes, and troubleshooting cards. If the source does not support an answer, it routes the question instead of guessing.
Escalate with context
If the issue is not resolved, technical support receives the symptom, selected steps, images, likely category, urgency, and field-service preparation notes.
Example scenario
The assistant does the preparation work before support or field service spends time.
In this sample, a user reports an infusion pump alarm after changing tubing. The same pattern could apply to another medical device product. The assistant does not make a repair determination. It asks the approved checks, records what happened, and packages the unresolved issue for the right support owner.
If the issue resolves
The session closes with the checked source, the steps taken, the answer used, and any follow-up note the manufacturer wants to preserve.
If a field visit is needed
The support team sees likely issue category, selected checks, user-provided images, model context, and possible parts or tools to prepare.
If escalation is required
The case routes to technical support, clinical support, complaint intake, field service, RA/QA, or legal / regulatory review based on the escalation matrix.
If the pattern repeats
Repeated questions become support intelligence: training gaps, unclear instructions, service-procedure review points, or Product ID memory updates.
Pilot deliverables
A reviewed support package, not an uncontrolled artificial intelligence chatbot.
The pilot is built from approved or customer-reviewed material. It is designed with the customer, not handed over as a generic tool. Unsupported, off-label, clinical, complaint, regulatory, or high-risk questions route to the right owner.
- Source ledger for one product or product family: Instructions for Use (IFU), user manual, training video, quick guide, service note, support frequently asked questions (FAQ), or approved support page.
- Controlled answer library with 30 to 75 reviewed answers, no-source fallback responses, and model / version scope.
- Three to five troubleshooting cards for repeated setup, alarm, cleaning, maintenance, accessory, software, or workflow questions.
- Quick response (QR) support flow prototype that shows how a user reaches the approved support path from the product, package, or support page.
- Photo / voice issue intake structure for customer service, technical support, field service, complaint intake, or Regulatory Affairs / Quality Assurance (RA/QA) review.
- Escalation matrix that separates simple support, field service, clinical questions, possible complaints, Medical Device Reporting (MDR) review, and legal / regulatory review.
- Support Intelligence Report showing repeated question themes, missing training material, issue categories, possible service trends, and Product Identification (Product ID) memory items.
Records and memory
Every session can become cleaner support memory.
With the manufacturer's configuration and consent model, the support flow can preserve the session facts that matter for customer service, technical support, field service, complaint intake, and Product ID review.
- question, symptom, product model, source status, and selected troubleshooting steps
- user-uploaded photos or notes when the customer chooses to provide them
- resolved / unresolved status and the reason the assistant stopped
- technical-support handoff package and possible parts / preparation notes
- themes that may need training, labeling, service-procedure, complaint, or RA/QA review
Pricing hypothesis
Sell the result first: fewer repeated support calls, cleaner escalation, better field-service preparation.
The USD 4,800 pilot is the first build together: one company's product, one support boundary, one reviewed source set, and one working flow the team can test with real support scenarios.
Starter workflow sample
USD 1,500-2,500
One narrow support scenario, one source set, and a small demo flow for prospect validation or internal review.
Field Support Memory Pilot
USD 4,800-8,000
A co-built pilot for one company product or product family: controlled answer library, troubleshooting cards, escalation map, QR support flow, and support intelligence report.
Monthly support memory refresh
USD 1,500-3,500 / month
New source intake, answer updates, repeated-question review, escalation-rule updates, and Product ID support memory writeback.
60-second demo video script
A short video can show the support flow without promising full automation.
This storyboard is ready for a quick screen recording or generated explainer after the page is reviewed.
0-10 sec
Example device at the point of use
A user has a repeated support issue and does not want to search a manual or wait on hold for a basic approved check.
10-25 sec
Scan QR code, speak, and upload photo
They scan the code, say what happened, and upload a photo of the screen or connection area.
25-40 sec
Reviewed checks appear step by step
The assistant only uses approved support sources. It walks through the checked steps and stops when the question moves outside the source boundary.
40-52 sec
Escalation package for support
If the issue is not solved, support receives the symptom, selected checks, photos, likely issue category, and field-service preparation notes.
52-60 sec
Monthly support intelligence
The company sees which questions repeat, what training is missing, and which issues may need service, complaint, or RA/QA review.
Manufacturer-approved boundary
TrueMedDevice organizes approved sources, support answers, escalation rules, issue records, and Product ID memory proposals. The manufacturer's support, field service, quality, regulatory, clinical, and legal reviewers approve final support content and decide complaint, repair, regulatory, quality, clinical, and legal actions.
What this must not do
The assistant must not determine device safety, effectiveness, compliance, complaint status, Medical Device Reporting (MDR) status, corrective and preventive action (CAPA) need, recall need, repair conclusion, clinical action, or use outside approved instructions.