Bobcat launches AI-powered Service Assistant
Relevant service information, diagnostic guidance, and archives of knowledge are available in one conversational interface
Bobcat Company is advancing the use of artificial intelligence in equipment service and support with Bobcat Service Assistant, an AI-powered solution designed to help dealer technicians troubleshoot equipment and access critical service information. First introduced as the Service.AI prototype at CES 2026, the tool is now being used by about 600 technicians each day across Bobcat's North American dealer network
At White Star Machinery, an independent Bobcat dealer in Wichita, Kansas, shop foreman Trevor Simons turned to the tool after a field technician had already checked several possible causes of an equipment issue. Bobcat Service Assistant surfaced another item to examine, helping the technician locate the source of the issue. While individual results will vary, Simons estimated that finding the same information through traditional service resources could have taken an additional 30 to 60 minutes.
Technicians can quickly reference a huge range of information to solve problems
Bobcat Service Assistant brings relevant service information, diagnostic guidance, and knowledge from Bobcat's archive of historical service cases into a conversational interface. Technicians can ask questions to quickly find information that supports their diagnostic process.
"Information is one of the best tools a technician can have, and Bobcat Service Assistant makes it easier to find the information we need to do our job, especially for a new technician," Simons said.
During the first 60 days following launch, technicians averaged nearly 1,000 conversations per day with Bobcat Service Assistant. The company has also seen about a 40 percent reduction in the use of traditional troubleshooting guides in My Machine compared to the pre-launch monthly average for the year.
Bobcat is making troubleshooting more easier in the field
As equipment businesses face skilled-labour challenges, Bobcat Service Assistant is intended to help both experienced and newer technicians access service knowledge. The tool is designed to complement technicians' training and expertise, while Bobcat's established service procedures and safety requirements remain the standard for all repairs. Faster access to information can help technicians begin repairs sooner and help improve the efficiency of dealer service operations.
"The speed of an answer or suggestion is huge," said Eric Nardini, service director for Bobcat of New Hampshire, Boston, South Shore, and Cape Cod. "The tech is able to keep going instead of stopping to search for an answer."
The benefit can extend beyond the individual repair: when technicians find answers themselves, they can move straight to the repair and get the customer's machine back to work sooner. Since launch, Bobcat has seen a more than 25 percent reduction in troubleshooting cases submitted for additional support compared to the prior year.
"Our customers rely on their equipment to accomplish more every day," said Rob Waletzko, Bobcat senior director of service. "Bobcat Service Assistant helps dealer technicians find answers faster and with confidence, so they can keep those machines productive and customers focused on their work."
Bobcat will continue using technician feedback and usage data to improve the assistant and explore additional opportunities to apply AI to equipment, service, and customer needs.
