Guided to the fix, one question at a time.
A leading global provider of banking and retail technology solutions, specialising in self-service systems, financial automation, point-of-sale technology and associated software and services, kept its troubleshooting knowledge in an offline decision-tree tool.
We rebuilt it as maintained articles and guided flows, translated on demand and running on OCI.
The terminal shows out of service after a withdrawal attempt.
- Sector
- Banking and retail technology: self-service, cash and point of sale
- What we built
- Knowledge Management by Occamonics: articles, a visual flow builder and guided troubleshooting
- Platform
- OCI
- Where
- Embedded in the customer’s own service portal, signed in
- Languages
- Up to 31, translated on demand
- Live
- On OCI since October 2026
The knowledge existed. Reaching it was the problem.
For years the provider’s troubleshooting knowledge lived in a legacy offline tool: error patterns, each with its own decision tree, sub-diagnoses, and solutions that either closed the case or handed it on to another team.
The person in front of a terminal that is out of service needs one thing: the next step, in a language they read. The old tool gave them the whole tree.
What it cost the service organisation
- An article copied into several procedures had to be corrected in every copy, and nothing showed where the copies were.
- Readers had no way to say a step was wrong or out of date.
- When a fault went to a person, the steps already tried did not go with it.
From the old tree to the guided path.
The old tree
Each error pattern was a whole decision tree in an offline tool, cross-referenced into the next. To find one step, you read all of it.
One question at a time
We rebuilt the trees as guided flows. The reader answers the question in front of them, and the answer chooses the branch.
Steps that point to articles
An instruction references a maintained article. Correct the article once and every flow that uses it is current.
A hand-off with the history
When the flow ends in escalation, it prepares the service request with the flow’s name and every step already tried.
- QuestionIs an error code shown on the operator panel?Answer: No
- StepOpen the safe and inspect the note pathArticle · Inspecting the note path
- QuestionIs a note jam visible?Answer: No
- QuestionAfter a power cycle, does a test dispense succeed?Answer: No
- Not resolvedEscalate to field serviceRaise a service request
Raise a service request
Prepared from the guided flow
- Summary
- Cash dispenser: notes not dispensed
- Asset
- Cash dispenser
- Contact
- The signed-in reader
- Description
Troubleshooting flow: Cash dispenser: notes not dispensed
Steps tried:
- Is an error code shown on the operator panel? — No
- Open the safe and inspect the note path
- Is a note jam visible? — No
- After a power cycle, does a test dispense succeed? — No
- Escalate to field service
From the old tree to the guided path.
Step 1 of 4
Authors keep the procedure. Readers follow it.
Each article is written once, by the people who know it. Readers can rate it or say what is wrong with a step, and the note reaches the author with the step and the path that led there.
The guidance sits inside the service portal customers already sign in to, so they can work through a fault before a service request is raised.
Built with this service organisation, as Knowledge Management.
The old trees came with us.
We imported the legacy export rather than asking anyone to retype it. Every part of the old structure has a place in the new one. The flows arrived as drafts and were published once they had been checked.
- Error patternbecomesGuided flow
- QuestionbecomesQuestion, or instruction
- Sub-diagnosisbecomesSub-flow, reusable across flows
- Solution that closes the casebecomesResolved ending
- Solution that hands the case onbecomesEscalation ending, with the service request prepared
Three corrections to the old way.
The procedures are still the provider’s own. What changed is how they reach people, and what comes back from them.
The reader at the terminal
No longer: reads the whole tree to find one stepNow: answers the one question in front of them.A reader abroad
No longer: gets English, or a German placeholderNow: reads their own language, from one maintained source.The team that takes the escalation
No longer: starts by asking what has been triedNow: starts from every step tried, in order, with the answers.
Your procedures already exist. Let’s make them walkable.
In a first conversation we take one of your procedures and show it as a guided flow, with the hand-off it would prepare.
What to bring
- An export from the tool your procedures live in today, in whatever shape it is
- The faults your engineers and customers ask about most
- The portal your readers already sign in to
- The languages they work in