All case studies / POC

Field support copilot for ATM operations.

Field agents servicing ATMs across a national network, with procedures buried in manuals nobody can search on site.

Client: A security firm
Sector: Field operations

Growth goal

Let field agents service ATMs across a national network without calling dispatch for every procedure.

Operating constraint

Procedures lived in thick manuals nobody could search on site. Every intervention waited on a call.

Validated result

Source-grounded procedure steps returned for the validation cases.

The full story

Baseline: Calls to dispatch and paper manuals at every intervention.
System: Retrieval over the source technical documentation, searchable from a device on site.
Controls: Every answer cites its source page. No procedure is generated without documentation behind it.
Result: Source-grounded steps for the cases used in validation.

In depth

Field teams needed to move faster without losing control

You run national field operations where every site visit matters. Each callout to an ATM is time sensitive. The customer expects the machine back in service, your dispatcher wants a clear picture of risk, and your agent is standing on the pavement with a problem to fix. The procedures exist. They sit in thick, approved manuals that have grown over years of work. In practice, nobody can use them quickly on site, so every intervention turns into a phone call and a wait. Growth only adds more of those waits.

Manuals and phone calls had become the operational ceiling

For the security firm, the operating limit was simple to name and hard to live with. Field agents relied on calls to dispatch and paper manuals for every intervention. The manuals were complete and trusted. They were not practical at the side of an ATM, often in bad light or bad weather, with a customer nearby. Dispatchers carried the burden. They turned vague descriptions into specific steps, flicking through the same manuals in an office. Every extra site, every new procedure and every new hire added to that queue.

SIEL built a field support copilot over the existing procedures

SIEL worked with the firm to keep the controls they already trusted and change how agents reached them. The POC took the existing technical documentation as the single source of truth. SIEL built retrieval over those manuals so a field agent could search procedures from a device on site. Instead of a phone call, an agent could describe the situation or search by known codes. The system pulled the relevant procedure and returned clear, source grounded steps that matched what was already approved.

Answers stayed tied to documentation, not a model's guesses

Control was non negotiable. Every answer from the copilot cited its source page in the manual. No procedure was created or altered by the system without documentation behind it. This meant that supervisors could review any interaction. They could see which part of the manual had been used and confirm that the guidance matched the firm’s standards. The model handled retrieval and wording. The actual content stayed anchored in the manuals that compliance, security and operations had already signed off.

Validation proved the approach on real intervention cases

The firm and SIEL agreed that the first step was proof, not scale. The POC was run against a set of real intervention cases that mattered for day to day work. For those validation cases, the copilot returned source grounded procedure steps that matched the manuals. Field scenarios that had previously meant a call to dispatch could now be handled with a device on site. The result did not change staffing or process in one move. It showed that existing procedures could be made searchable and usable in the field without losing the rigour behind them.

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