New FieldResolve Platform Aims to Reduce Support Delays
The CMOOR Group, a provider of technology solutions and learning services for the security and fire/life-safety industry, has launched FieldResolve, a support AI platform designed to help companies reduce support delays, limit repeat truck rolls and improve customer experience.
In an announcement, the platform is described as being designed to support technicians in the field, manufacturer tech support teams and system end users by delivering role-appropriate answers based on indexed manufacturer documentation and approved support materials.
FieldResolve is intended to shorten resolution times, reduce escalations and reduce downtime as system complexity and support demands increase. Connie Moorhead, CEO of The CMOOR Group, tells SecurityInfoWatch the firm hosts the platform, performs implementations and provides ongoing support for customers.
FieldResolve is structured as a single platform with three interfaces designed for technicians and installers, tech support teams and end users. Each audience accesses the same underlying knowledge base, with permissions and guidance tailored to their role.
Unlike general-purpose AI tools that rely on public web content, Moorhead explains the platform generates responses using indexed manufacturer documentation, technical manuals and approved support materials. All interactions occur within an encrypted environment, and proprietary information remains contained within the platform. Manufacturer documentation and user interactions are not used to train the underlying language model.
Fire safety manufacturer Kidde is among the early adopters of FieldResolve for live technical support and field use. The company cites reduced wait times, improved support efficiency and a better experience for dealers and end users as key drivers for adoption.
“Our tech support teams handle a high volume of calls every day, and delays affect everyone involved,” states Doug Tarnowsky, director of technical and training support services at Kidde Global Solutions. “FieldResolve will help us get accurate answers to customers faster, reduce unnecessary escalations and improve the experience for our employees, customers and channel partners. When issues are resolved more quickly, time, cost and service quality all improve.”
Pricing and deployment model
FieldResolve pricing varies based on customer type and scale of deployment. Moorhead says pricing is tiered primarily by volume and intended audience.
“Primarily due to the volume of users, pricing is tiered appropriately,” she says. “The manufacturer putting FieldResolve in place for their technical support team will pay one rate that is significantly less than an integrator rolling it out for all their technicians, and this group will pay a rate different from the company who launches FieldResolve for their full base of end users, who will pay significantly less.”
She adds that pricing is provided as part of a due-diligence process during the sales cycle.
FieldResolve is currently being rolled out with select manufacturers, with broader availability planned as adoption expands. A public-facing company website is in beta testing and is expected to launch in the near term.
About the Author
Rodney Bosch
Editor-in-Chief/SecurityInfoWatch.com
Rodney Bosch is the Editor-in-Chief of SecurityInfoWatch.com. He has covered the security industry since 2006 for multiple major security publications. Reach him at [email protected].