ESPEIRIA Service
Triage-as-a-tree — navigate symptoms to resolution, step by step.
Every support team has a tribal knowledge graph of 'if this, then check that'. ESPEIRIA Service makes it explicit: an editable decision tree that walks first-line agents and end users from symptom to confirmed fix, logging every step along the way.
What it does
Interactive triage flow
Branching questions with images, videos, and measurement prompts guide the user to the right answer.
Fault-tree editor
Subject-matter experts edit the knowledge graph directly — no developer round-trips.
Step-by-step runbooks
Long-form repair instructions linked to tree leaves. Operators follow tested procedures, not Slack rumours.
Resolution scoring
Track which branches resolve tickets; prune dead paths and surface the most-useful ones to the top.
Ticket + CRM integration
Zendesk, Freshdesk, Jira Service — the triage run lands as a structured payload attached to the ticket.
Offline-capable PWA
Field technicians on a rooftop with no signal still have the tree, images, and procedures cached locally.
Where it fits
Boiler + HVAC aftermarket
Error code → guided measurements → likely faulty part + service-kit ID. Engineer shows up with the right kit.
Consumer electronics support
End-user self-service triage before a ticket is even created. Deflects 40-70% of low-tier tickets.
Industrial machinery
On-site technicians walk the fault tree on tablet / phone; outcome feeds MTTR + reliability dashboards.
IT & SaaS
Run-book per incident class. Junior ops execute senior playbooks with confidence + logging.
What you ship
Every configuration produced by ESPEIRIA becomes a versioned, auditable artefact.
- Path taken (tree trace)
- Operator answers
- Resolution outcome
- Structured payload
- Fault classification
- Recommended action
- Success rate per branch
- Avg. triage time
- Top unresolved paths
First-call resolution up 38 points
A national HVAC service network deployed ESPEIRIA Service on 400+ engineer tablets. First-call resolution rose from 44% to 82% in six months; return visits for wrong-part diagnosis fell to near zero.