The implementation of a diagnostic expert system at Xerox Corporation

Xerox´ high-volume copiers are devices of enormous complexity. They involve a very large number of moving parts, complex mechanical and electrical control systems. The Xerographic process itself is complex and somewhat abstract to many. The typical learning curve for a new technician is about two years. A major challenge the service organization faces is how to gain, maintain, and share the knowledge required to troubleshoot complex systems, and how to battle the increasing costs of training and documentation. As part of its continuous commitment to improved customer service, Xerox is employing numerous information technologies for service delivery. At the core of this strategy, expert system (ES) technologies and documentation are used to provide customer service at reduced costs. This paper describes the implementation of a highly specialized ES to diagnose failures in high-volume copiers, and discusses the actual benefits gained from it