Knoxy · For service heads
Fewer repeat failures, faster fixes, fewer surprises
Knoxy for service heads is the AI Chief of Staff working across TrueView, IMAST's after-sales service platform. It works alongside AI dispatch and service intelligence — matching technicians to jobs, predicting repeat failures and recommending preventive action — and adds alerts, task scheduling, reminders and a copilot so the service team spends less time chasing and more time fixing.
- AI dispatch and repeat-failure prediction in TrueView
- Alerts, scheduling and reminders from Knoxy
- A copilot for service managers
The role
What a service head is up against
A service head is measured on things customers feel: how quickly a technician arrives, whether the problem is fixed the first time, whether warranty and AMC commitments are honoured. Behind each of those sit hundreds of tickets, technicians spread across a region, spare parts in vans and service centres, and preventive maintenance schedules that slip when the team is busy firefighting.
Most of the information needed to stay ahead already exists — ticket history, warranty status, which products fail and where — but it is scattered across reports that nobody has time to read every morning. Problems tend to surface when a customer escalates rather than when the data first showed them.
TrueView manages the complete after-sales lifecycle: ticket logging, warranty validation, AI-powered dispatch, field execution, preventive maintenance, spare parts and customer feedback. Knoxy sits on top of that as the chief of staff, turning the data into a short list of things that need the service head's attention.
What you get
AI across the service lifecycle
TrueView's AI plus Knoxy's chief-of-staff work.
AI dispatch
TrueView matches the right technician by skill, proximity and availability, with route optimisation.
Repeat-failure prediction
TrueView's service intelligence predicts repeat failures and identifies at-risk accounts.
Preventive actions
Recommendations for preventive maintenance, before the break-fix call.
Alerts
Knoxy alerts managers to what needs attention across service operations.
Scheduling and reminders
Knoxy schedules tasks and sends reminders to the right people.
Copilot
Ask for a summary, a report or the next best action.
A typical day
How a service head's day changes
The day starts with a short list instead of a long report: tickets at risk of missing their service window, products showing repeat failures in a region, preventive maintenance visits that are due. Each item comes with the context needed to act on it.
During the day, dispatch runs largely on its own. TrueView assigns technicians by skill, proximity and availability, and the customer receives an ETA and a live tracking link. The service head steps in only where an alert says something is going wrong.
At the end of the week, analytics and reports show which products, regions and technicians need attention, and Knoxy's copilot can answer follow-up questions without waiting for someone to build a new report.
Signals to actions
What Knoxy and TrueView act on
Examples of how service data turns into action.
| Signal | Action | Who it helps |
|---|---|---|
| A new service request | Technician matched by skill, proximity and availability | Dispatch, customers |
| A product failing again at the same site | Repeat failure flagged, preventive action recommended | Service head |
| Preventive maintenance due | Task scheduled and reminders sent | Technicians, customers |
| Warranty or AMC renewal approaching | Renewal reminder | Service and sales teams |
| Unusual pattern in tickets or parts usage | Alert to the manager | Service head |
Practical advice
Getting value from AI in after-sales
Start with first-time fix. Repeat visits cost the most and frustrate customers the most, so repeat-failure prediction and preventive recommendations are usually where AI pays off first.
Keep the data clean at source. Dispatch and predictions are only as good as the product, serial number and warranty information captured when a ticket is logged. TrueView's automatic warranty validation against serial numbers and purchase dates helps here.
Connect service to the rest of the business. Because TrueView is part of IMAST 360, service history sits alongside distribution, sales and loyalty data — so a dealer with rising service complaints, for example, is visible to the channel team as well as the service team.
- Focus first on repeat failures and first-time fix
- Capture product and serial data at ticket creation
- Act on preventive recommendations, not just alerts
- Share service insight with sales and channel teams
FAQs
Knoxy for service heads: FAQs
What does Knoxy do for a service head?
Knoxy works across TrueView to surface what needs attention — at-risk tickets, repeat failures, due maintenance — and handles alerts, task scheduling, reminders and a copilot for questions and reports.
Is AI dispatch part of Knoxy or TrueView?
AI-powered dispatch and route optimisation are TrueView capabilities. Knoxy is the AI Chief of Staff that works across them and the rest of IMAST 360.
Can it predict repeat failures?
Yes. TrueView's service intelligence predicts repeat failures, recommends preventive actions and identifies at-risk accounts.
Does it work offline for technicians?
The TrueView mobile service app is offline-first: technicians can receive jobs, log work, capture photos, collect signatures and close tickets without connectivity, and data syncs when they're back online.
Can Knoxy schedule preventive maintenance?
Knoxy schedules tasks and sends reminders; TrueView manages preventive maintenance cycles.
Does it handle warranty and AMC?
TrueView validates warranty automatically against serial numbers and purchase dates and manages AMC contracts with renewal reminders.
Can I ask Knoxy questions about service performance?
Yes. The copilot can produce summaries, reports and insights from service data.
Does it connect to sales and channel data?
Yes. TrueView is part of IMAST 360, alongside Distribution+, Sales Track, LoyaltyBoard and LeadSprint.
See Knoxy on a service operation like yours
We'll show dispatch, repeat-failure prediction and alerts in one demo.