AI Distributor Technical Support Agent for Industrial Instrumentation

How Cassidy automates header using AI

Step 1: Trigger on case creation

The Workflow activates when a new support case enters your CRM or service platform—whether from phone, web portal, email, or direct entry—and immediately classifies severity (P1 plant-down, P2 production impact, P3 routine).

Step 2: Collect and validate application data

Cassidy prompts for minimum required fields based on instrument class: tag number, model code/serial, process medium, P/T conditions, comms protocol (4–20 mA/HART, Modbus, Fieldbus), and hazardous area rating. The Knowledge Base auto-populates warranty status, serial build details, and last calibration records.

Step 3: Route through guided troubleshooting

Based on measuring principle, Cassidy walks the technician through domain-specific diagnostics—loop power checks, manifold equalization, false echo mapping for radar, straight-run verification for flow—pulling relevant IOM sections and best practices from the Knowledge Base.

Step 4: Execute sizing and selection calculations

For replacement or new device requests, Cassidy gathers design conditions and runs Cv, cavitation index, noise, and thermowell calculations. It generates model codes, ISA-style spec sheets, GA drawings, and a quote with lead times and availability.

Step 5: Process RMA with compliance enforcement

If return is required, Cassidy validates warranty, generates a Decontamination Declaration form, requires MSDS upload, issues the RMA number, and provides packaging and shipping instructions—blocking submission until safety documentation is complete.

Step 6: Generate deliverables and close the loop

Cassidy produces the complete documentation set: case notes with as-found/as-left data, calculation reports, calibration certificates, and customer-ready PDFs. Findings sync back to the CRM, and systemic issues trigger CAPA/NCR workflows automatically.