Device Troubleshooter: what this AI agent does and how to use it
Walks customers through common setup and fault fixes before arranging a repair or replacement. Who it's for, the questions it answers, the data it needs and how to switch it on.
Try the Device Troubleshooter live demo →
What it does
Most service questions are about orders, returns, stores and policies. These agents answer them from your own data and rules, so the answer matches what your store would say. The Device Troubleshooter agent is the specialist for this job: walks customers through common setup and fault fixes before arranging a repair or replacement.
Who it's for
Your customers. It runs in the branded shopper assistant on your website (one line of code) or on a shareable link, and through the REST API in your own app or contact centre. Your team can also use it in the console Playground.
Questions it answers
Ask it in any of our languages, for example:
- "My TV has sound but no picture"
- "My phone isn't charging"
- "The washing machine shows error E4"
The live demo shows these as sample prompts in your language, on a fictional store's data.
How it works
- It understands the question in the language it was written in, even when your catalog is in another language.
- It looks things up with tools, never from memory:
- Search over your policies and faqs, with citations
- Order and delivery status
- It answers from your data, in your brand voice and currency, and shows which tools it used.
- Rules stay in code. Prices, eligibility and permissions come from your data and settings; the agent explains them and can't invent them. Why this matters.
The data it needs
Knowledge docs. As soon as this table is loaded, the agent is ready to switch on. Files can use your own column names: they're mapped automatically. See Connect your data.
Works well with
- Customer Care: Answers policy questions from the retailer's own documents, checks orders and return eligibility.
- Order Status (WISMO): "Where is my order?": status, dates and what happens next.
- Store Locator: Nearest stores, live open/closed status in local time, hours and services.
- Loyalty Assistant: Explains membership tiers and benefits and the member's own status.
- Policy & FAQ Bot: Instant, cited answers from policies, FAQs and terms; the simplest deflection agent.
In the shopper assistant and the Playground, a router reads each message and hands it to the right agent, so connected agents work as one assistant.
Turn it on
- Load the data it needs.
- Install Device Troubleshooter from the Agent catalog and add your own instructions (guide).
- Test it in the Playground, in every language you serve.
- Go live on your website or a link, or call it from your own app.
New to ServiceBuddy? Start with how onboarding works.
Try it, and related AI Agent Buddies
Customer Care & Service
Device TroubleshooterWalks customers through common setup and fault fixes before arranging a repair or replacement.
Customer Care & Service
Customer CareAnswers policy questions from the retailer's own documents, checks orders and return eligibility.
Customer Care & Service
Order Status (WISMO)"Where is my order?": status, dates and what happens next.
Customer Care & Service
Store LocatorNearest stores, live open/closed status in local time, hours and services.
Customer Care & Service
Loyalty AssistantExplains membership tiers and benefits and the member's own status.
Customer Care & Service
Policy & FAQ BotInstant, cited answers from policies, FAQs and terms; the simplest deflection agent.
Customer Care & Service
Complaint TriageUnderstands a complaint, checks the order and policy, and replies with the right next step and urgency.
Customer Care & Service
Warranty & RepairsExplains what's covered for faulty items, checks the order dates and tells the customer what to do.
Store & Service Operations
Agent Assist (human CX)Drafts replies and next-best actions for human support agents, grounded in the customer, order and policy.
Store & Service Operations
Proactive Delay NotifierFinds orders running late against the shipping promise and drafts apology messages before customers ask.
Customer Care & Service
Refund Status TrackerTells customers where their refund is, when it will land and why it might be delayed.
Store & Service Operations
Human handover summariserPrepares a crisp case summary for a colleague taking over a customer, with the suggested fix.
Customer Care & Service
Multilingual Customer CareAnswers orders, returns and policy questions in the shopper's own language, Arabic and Thai included.
Customer Care & Service
Delivery ReschedulerChecks an order's delivery status and explains the options to change the date, address or method.
Customer Care & Service
Damaged Item ResolverHandles items that arrived damaged or faulty: checks the order and policy and sets out the remedy.
Customer Care & Service
Missing Parcel InvestigatorLooks into parcels marked delivered but not received and explains the next steps and timelines.
Customer Care & Service
Payment Issue ResolverExplains payment methods, failed or double charges and refund timings for an order.
Customer Care & Service
Return Label HelperChecks if an item can be returned and walks the shopper through getting the label and dropping it off.
Customer Care & Service
Account & Privacy HelperAnswers questions about accounts, personal data, marketing preferences and data deletion requests.
Customer Care & Service
Returns Pickup SchedulerChecks a return is eligible and explains how to book a courier pickup from home, with packing steps.
Customer Care & Service
Delivery Preferences HelperExplains delivery options for an order: safe place, neighbour, pickup point or store collection.
Customer Care & Service
Size & Colour Exchange HelperChecks if an item can be exchanged and finds the right size or colour in stock to swap it for.
Customer Care & Service
Order Cancellation HelperChecks whether an order can still be cancelled and explains the refund, or the return route if it's shipped.
Customer Care & Service
Gift Return HelperHelps people return or exchange a gift, with or without the receipt, without revealing the price paid.
Customer Care & Service
Product Recycling & Take-back FinderTells customers how to recycle packaging and old products, and where take-back or donation points are.
Customer Care & Service
Post-purchase Feedback AgentRuns a short chat survey after an order, adapting follow-up questions to the answers, and passes issues on.
Customer Care & Service
Delivery Slot FinderFinds the earliest grocery delivery or collection slot near you and explains fees and the cut-off.
Customer Care & Service
Order Amendment AssistantHelps customers add, remove or change items in a grocery order and checks it is still before the cut-off.
Customer Care & Service
Freshness Complaint HandlerHandles complaints about short-dated or poor-quality fresh items with refunds decided by the freshness promise.
Customer Care & Service
Bill Payment and Top-up HelperGuides customers through in-store bill payments, mobile top-ups and parcel lockers, and resolves failed transactions.
Customer Care & Service
Installation Booking AssistantBooks delivery with installation for appliances and TVs, checking access, old unit removal and slots.
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