CNH Introduces AI Tool for Dealers

A CNH chatbot powered by artificial intelligence (AI) is helping dealers provide support to customers. 

The tool can be used by any employee at a CNH dealership to find information and provide answers to a variety of questions in a more efficient manner. 

“The problem was that our dealers had all this information, but they needed to be able to find it quickly,” said Danielle Waterworth, CNH vice president of global ag service and maintenance development. “We decided to try to use AI technology to quickly cut through our loads and loads of materials and find that answer for our dealers.”

The result of that work is a robust tool that contains 100% of the information available in the CNH technical information management library – more than 1.5 million pages. 

“The biggest value is the fact that now you don’t have to know where to find the information you need,” said Brad Meyer, director of service operations for Titan Machinery, a CNH dealer headquartered in North Dakota. “The answer to your question could be in a service manual, operator’s manual, service bulletin, et cetera. But now it’s all in one place.

“The beauty of the tool is that from our most proficient technicians to our beginners, they can use it and provide a better response time for our customers.”

The tool is also helpful when servicing legacy machines.

“We’re always training on current machines, but our dealers service machines that can be 20 years old,” Waterworth added. “The tool gives employees an “easy button” to work through issues on older machines that they may not have been trained on recently.”

The CNH AI Tech Assistant tool is already at work at over 300 authorized agriculture and construction dealer groups in North America, Australia and New Zealand, with global expansion underway. The tool is available in more than 21 languages.