Scope an AI copilot for 6,500 field technicians

Vertana Lifts (fictional) installs and maintains lifts and escalators across India, the UAE and Saudi Arabia. It has 6,500 field technicians and about 140,000 units under maintenance contract.

The COO has called you in after a board review:

• The callback rate (a second visit to the same unit within 30 days for the same fault) is 14%. The board wants it under 8%.
• Mean time to repair for a breakdown is 3.1 hours. Contracts with large commercial clients have penalty clauses above 4 hours.
• The fleet spans 40+ controller models from Vertana and acquired brands. Manuals are PDFs, many scanned; some are only in Italian or Mandarin. Senior technicians keep their own notes in WhatsApp groups.
• Many machine rooms and pits are in basements with no mobile signal.
• Lock-out/tag-out and safety procedures are mandatory and audited. A fatal incident in 2024 is still under investigation in one country.
• Technicians in the UAE and Saudi are mostly from South Asia; preferred languages include Hindi, Malayalam, Tamil and Urdu. The technicians' union in India has raised concerns about "monitoring apps".
• The COO has a budget but wants something on technicians' phones within 4 months.

The COO says: "I want a ChatGPT for my technicians. They type the fault, it tells them the fix."

Break this down. The panel will probe how you handle the safety boundary, the stakeholders and the metric, not just the technology.