Playbook — Cognitive Copilot Layer (KB / RAG / AI)

Objective

• Automate 2nd-level support and increase remote resolution
• Provide real-time technician assist and repair avoidance

Core components

• Knowledge object model + curation
• RAG retrieval over manuals, cases, known fixes
• AOT troubleshooting flows + probability overlay

Outputs

• Next-best questions and remote fix steps for agents
• Parts suggestions + repair scripts for technicians
• Auto-summaries, report drafts, and escalation reduction