Your service manuals, your fault history, your senior engineers' answers — available to every technician, with the page number.
Field Triage reads your service manuals, bulletins and closed work orders once. Then a technician in the field sends a photo, an alarm code and a few words, and gets back the checks to run in order, each one cited to the manual page, the parts most likely involved, and a work-order summary written for them. Safety procedures are never skipped; anything outside the manual escalates to a person.
- Answers cite the manual page and the bulletin — technicians can verify, auditors can trace
- Photos and alarm screenshots are read, not just text
- Lockout/tagout and other safety steps are enforced, not suggested
- 1Lockout / tagout; isolate hydraulic pressureManual §2.1 p.14✓
- 2Read fault code E-417 history on HMIService bulletin SB-2025-09✓
- 3Inspect proportional valve Y3 connector for corrosion — photo shows green depositManual §7.4 p.412
- 4Measure coil resistance Y3 (spec 24 ± 2 Ω)Manual §7.4 p.413
- 5If out of spec: replace valve, part 0811-404-602Parts catalogue p.88
The work it takes off your desk
Who it is for: Equipment manufacturers and their dealer service networks whose senior engineers answer the same fault questions every day.
Senior engineers are a help desk
The three people who know the machine answer the same twenty questions by phone, and leave the job when they retire.
The manual is 900 pages
The answer is in there, with a revision-specific caveat on page 412. Nobody in the field finds it in time.
Second visits
Wrong part, wrong check order, missed bulletin — the technician comes back next week, and the customer counts the downtime.
From the case library
25 situations documented so far — each with the documents involved, what the agent does and what you get back.
Alarm code means something different on the newer firmware
Alarm F-22 on a 2021 unit means encoder fault; on firmware 4.x (2024+) the same code means drive communication timeout. …
Intermittent alarm with no pattern the operator can describe
The customer reports a servo overcurrent alarm 'sometimes'. The operator cannot say when. The HMI log export has 400 ent…
Recurring hydraulic pressure-low alarm with a corroded valve connector
A press line raises E-417 (hydraulic pressure low) three times in 24 hours. The technician's photo of the valve block sh…
How it works
Deterministic where it should be deterministic; a language model only where documents have to be read and explained. Every output cites its source.
You give it
Service manuals and bulletins (PDF), parts catalogues, closed work orders with resolutions (export), and — per case — the technician's photo, alarm code, machine model/serial and a one-line description.
The agent
Identifies the model and revision, retrieves the relevant manual sections and past cases, reads the photo for visible conditions, and reasons through the diagnostic tree: what to check first, what each outcome means, when to stop and escalate.
You get back
An ordered checklist with manual citations, likely parts with catalogue numbers, safety prerequisites up front, a draft work-order summary, and a flag when the case has no manual coverage so a senior engineer is pulled in.
Each case reads manual sections, past work orders and one or more photos — typically 50–200k tokens — and a network of 50 technicians runs hundreds of cases a day. Expect 30–200 million tokens a month at scale. Retrieval is indexed once; the model is spent per case on reading and reasoning.
Pricing
One Case = one diagnostic session for one machine, including photos, follow-up questions and the work-order summary. Manual ingestion is free. Model tokens are a separate meter billed at the provider's list price. Bring your own key (BYOK) and the model meter is zero; use our channel and tokens appear on the same Google Cloud invoice.
Pay as you go
- No minimum
- All features
- Model tokens at list price or BYOK
- Email support
Product line
- Overage $1.20/case
- Manual and bulletin ingestion
- Work-order export templates
- Priority support
Network
- Overage $1.00/case
- SSO (Google, Microsoft)
- Dealer workspaces and usage reporting
- Named support
Enterprise
- Private offer on Marketplace
- API and alarm-feed integration
- Data residency options
- Dedicated onboarding
| One diagnostic session (any number of turns within 24 h) | 1 case |
| Each photo or alarm screenshot beyond the first three | +0.1 case |
| Bulk re-index after a manual revision | free |
cases (per case)model_access_usd (provider list price, cents)- Annual plans bill once; included monthly units are netted before any overage is reported. Usage reports go to Google hourly; your invoice shows them as separate line items.
Security and data
One company, one set of policies, across every product we ship.
Your documents stay yours
Tenant-isolated storage on Google Cloud; retention you set; deletion on demand; never used to train models.
One legal framework
Privacy policy, terms, DPA (GDPR / UK GDPR / PDPO) and the sub-processor list are published once at carnegieintel.com and apply to every product.
Transparent metering
Every metered unit is itemised with request ids in your workspace before it reaches your invoice. Model tokens are billed at the provider's list price, never marked up silently.
Questions
Does it control the machine or talk to the PLC?
No. Field Triage is advisory: it reads documents and photos and tells a human what to check. It has no connection to equipment controls.
What about safety procedures?
Safety prerequisites from your manuals (lockout/tagout, pressure release, PPE) are placed first in every checklist and cannot be collapsed. Cases involving hazardous operations not covered by the manual are escalated, not answered.
Our manuals are confidential.
They stay in your tenant on Google Cloud, are used only to answer your technicians, and are never used to train models. See the DPA and sub-processor list.
Which models?
Google Vertex AI models by default via our channel (vision-capable), or bring your own key. Model tokens are a separate meter at list price.
How long does onboarding take?
Upload one product line's manuals and a work-order export; the index is ready the same day. Most pilots run two weeks on one product line before expanding.
How do we buy?
Through Google Cloud Marketplace on your existing Google Cloud invoice, or directly by invoice.
Insights
Field notes written for the people who do this job every day.
The answer is on page 412
Service manuals are complete and unusable at the same time. The fix is not a shorter manual; it is the right page, for t…
Safety steps are not a suggestion
Why Field Triage reproduces isolation procedures verbatim and first, refuses bypass requests without exception, and trea…
From the twentieth phone call to a bulletin
Senior engineers answer the same uncovered question many times. Each answer is knowledge that evaporates. The loop that …
Field Triage is in early access.
We are onboarding a small number of design partners with real documents and real deadlines. Tell us what you reconcile, dispute, diagnose or bid on, and we will set up a workspace with your material.