The instruction shows the hand movement.We capture the diagnosis before it.
In field service, the wrench is rarely what decides. What decides is what your most experienced technicians check first, which machine has its quirks and when a fault pattern is misleading. Omnora captures this expertise through AI interviews: 30 minutes of expert time per interview, without anyone writing a line.
- Start within days
- Hosted in the EU
- Only DACH provider with TISAX
650+ companies in manufacturing, banking, insurance, logistics and energy trust Omnora
- Manufacturing
- Banking
- Insurance
- Manufacturing
- Logistics
- Energy
- Manufacturing
- Services
- Manufacturing
- Banking
- Insurance
- Manufacturing
- Logistics
- Services
- Insurance
- Logistics
In short
- 1In machinery and plant engineering, the value of service lies in the diagnosis, not the hand movement. That is exactly the knowledge no instruction contains.
- 2Instructions and videos document the normal case. Experienced technicians solve the exception: the misleading fault pattern, the machine with quirks, the customer with a custom retrofit.
- 3Omnora captures this decision logic through AI interviews, 30 minutes of expert time per interview, and makes it usable as playbook, training and AI chat.
- 4Existing instructions stay. Omnora adds the layer above them: why, when and in which order.
“Call Klaus, he knows the machine.”
The situation
Every head of service knows this sentence. The instruction is there, so is the spare part. And still a second visit goes out, because the first one replaced the wrong cause. The missing knowledge is not the hand movement but the decision before it.
Diagnosis sits in a few heads
Which cause first, which fault pattern deceives, which series has its quirks: the most experienced know it, rarely is it written down.
Instructions cover the normal case
Work steps can be filmed and standardised. Exceptions, rules of thumb and customer specifics cannot.
The most experienced leave first
In technical service, many experts leave in the coming years. Juniors learn in tandem, as long as the tandem exists.
- 42%
- of job-related knowledge exists only in individual heads and is documented nowhere
- Source: Panopto / McKinsey
- 72%
- of companies have at least one person whose departure would significantly impair operations
- Source: SHRM, 2023
- 1.3m
- retire each year in Germany, only 800,000 enter
- Source: IW Köln, 2026
An instruction and a playbook answer two different questions.
Work instruction
How do I replace the pressure switch?
Steps, tools, safety notes. Ideal for recurring tasks.
Added with Omnora
Do I need to replace the pressure switch at all?
Diagnosis order, exclusion criteria and typical false assumptions, every statement with its source.
Work instruction
The documented normal case
Applies to the machine as described in the manual.
Added with Omnora
The machine as it stands at the customer
Custom retrofits, series quirks, known weak points per customer and site.
Work instruction
Filmed by the one who can do it
Shows what is done. The why stays in their head.
Added with Omnora
Asked by an AI that follows up
The AI interview asks about the last difficult call-out and surfaces what nobody mentions unprompted.
Fewer repeat visits, fewer calls to the one colleague.
When diagnosis knowledge is available, the question no longer lands with the one person who knows.
- 30 min
- expert time per AI interview
- Between two call-outs, on a smartphone too. Nothing gets written.
- 20–40%
- fewer follow-up questions
- Fewer questions to the experts who hold the knowledge.
- Omnora engagements
- 10–25%
- less rework
- Less rework and fewer errors from inconsistent execution.
- Omnora engagements
- 15–30%
- shorter onboarding
- Because new technicians learn the why, not just the what.
- Omnora engagements
Capture service knowledge, series by series.
A process steered by service management and the business unit together, without disrupting dispatch.
- 1
Name the critical fault patterns
Which faults most often lead to repeat visits or escalations? Which series does only one person still master?
Head of service
- 2
Interview the experts
The AI asks about concrete call-outs: what was checked first, what was misleading, what the cause turned out to be. Existing manuals and service reports feed in.
Service technicians, commissioning engineers
- 3
Review and approve
Experts review the condensed content. Every knowledge object has an owner, an expiry date and a verification status.
Business unit
- 4
Make it usable in the field
As a playbook per series, as video training for onboarding and as an AI chat technicians query on site.
Field team, juniors
The AI asks about the last difficult call-out, not about the manual.
Experienced technicians often no longer know everything they know. The AI interview works with concrete cases: What was the symptom? What did you rule out first? How did you recognise the real cause? That turns rules of thumb into decision logic with a source.
- A conversation, not a questionnaire or a test
- Diagnosis orders, warning signs and exceptions become visible
- Multilingual, for international service sites too
From €299 a month, with an annual quota available immediately.
Business: 5 interviews per month, 60 interviews available at once with annual billing. For several service areas or sites in parallel: Enterprise with unlimited initiatives.
See pricingHosted in the EU, GDPR compliant
One interview, several routes into the field.
Once captured, diagnosis knowledge is available where it is needed: for juniors, in the field and in your AI systems.
Human to human
- Diagnosis playbooks per seriesFault patterns, check order, exclusion criteria and known traps, versioned and reviewed.
- Onboarding new techniciansVideo training with AI avatar as a learning path, voiced and subtitled in 140+ languages.
- AI chat for the field teamTechnicians ask on site and get a validated answer instead of a voicemail.
Human to machine
- MCP serverYour service knowledge becomes context for AI assistants, agents and Copilot.
Connects to your systemsSharePointSCORMxAPIRAG APIMCPCopilot
What experts say after the AI interview.
Voices from pilot projects, anonymised.
“The follow-up questions got me talking freely. An exciting way to preserve what you know.”
“I’m completely satisfied. I’m surprised how well it works.”
Questions about service knowledge in machinery and plant engineering
We already use video guides or digital work instructions. Do we still need Omnora?
The two answer different questions. An instruction shows how a work step is done. Omnora captures which step is needed at all: diagnosis order, exceptions, quirks of individual machines. The two layers complement each other, and your existing instructions stay.
How much time does it take our service technicians?
30 minutes of expert time per AI interview. The interview runs in the browser, on a smartphone too, and fits between two call-outs. Nothing gets written.
Which knowledge is best to start with?
Fault patterns that often lead to repeat visits, and series that only one person still masters. That is where the benefit becomes measurable fastest.
Does this work for international service sites?
Yes. Interviews can be held in several languages, and training is voiced and subtitled in 140+ languages, so the knowledge reaches technicians abroad as well.
How do experienced technicians react to the AI interview?
The format is a conversation about real call-outs, not a questionnaire. Many experience it as appreciation of their expertise. Their name stays visible as the source.
What happens to the data?
Intelligence Management is hosted entirely in Germany, and the AI services process in the EU. Omnora is the only DACH provider with TISAX. Customer data is not used for model training, and you control access rights.
Which fault pattern does only one person still know?
In 30 minutes we look together at where the biggest knowledge risk in your service lies and what a pilot with one series looks like. Free of charge, no preparation.