Bobcat Company's AI-powered Service Assistant is now being used by about 600 technicians each day across its North American dealer network. The tool helps technicians find service information and troubleshoot equipment through a conversational interface.
Bobcat first introduced the technology as the Service.AI prototype at CES 2026. The current tool brings together service information, diagnostic guidance, and knowledge from the company's archive of historical service cases.
At White Star Machinery, an independent Bobcat dealer in Wichita, Kansas, shop foreman Trevor Simons used the assistant after a field technician had checked several possible causes of an equipment issue. The tool identified another item to examine, helping the technician locate the source of the problem. Simons estimated that finding the same information through traditional service resources could have taken an additional 30 to 60 minutes, though individual results will vary.
"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. Bobcat also reported about a 40% reduction in the use of traditional troubleshooting guides in My Machine compared with the pre-launch monthly average for the year.
The company has seen a more than 25% reduction in troubleshooting cases submitted for additional support since launch, compared with the prior year.
Bobcat developed the tool to help experienced and newer technicians access service knowledge as equipment businesses face skilled-labor challenges. The assistant is intended to complement technicians' training and expertise. Bobcat's established service procedures and safety requirements remain the standard for all repairs.
“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.”
“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 plans to continue using technician feedback and usage data to improve the assistant and explore additional ways to apply AI to equipment, service, and customer needs.
Nov 10, 2026
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