Case study · 2025 · now
Fluxput
Helping technicians find the answer without calling anyone.
Fluxput is an AI platform for field service companies and manufacturers. It turns manuals and catalogues into a copilot that answers on WhatsApp, in the app and on the web, and always says which page each answer comes from.
- Role
- Co-founder and CPO
- Team
- 4 co-founders
- Industry
- Field service and manufacturers
- Platforms
- Web, Android and WhatsApp
The copilot answers on WhatsApp and cites the manual page. Recreation with a fictional model.
01 · The problem
The answer almost always exists. It's in a PDF nobody can read in the middle of a breakdown.
In field service, every question on site ends in a phone call: to a veteran colleague, the office or the manufacturer. The technician loses time, the customer waits and the knowledge stays in a few people's heads.
of repeated technical questions were already answered in the manual the technician had on their phone.
Our own field analysis, 2026.Standing in front of the machine with their hands full. They need a short, reliable answer.
Assigns the work orders and takes the calls when something gets stuck.
Writes the manual, then answers the questions the manual already covered.
02 · Decisions
Three decisions that shaped the product
WhatsApp before yet another app
Technicians already live on WhatsApp. Putting the copilot there removed the friction of installing and learning something new.
Trade-offLess control over the interface: the design is made of text, lists and attachments, with no screens of our own.
Always cite the source, and know how to say “I don't know”
During a breakdown, a made-up answer is worse than none. Trust is designed: every answer shows where it comes from.
Trade-offSome questions go unanswered. We prefer that to an answer that sounds right and isn't.
One knowledge base per model, not one PDF
Organising the documentation by unit makes answers precise and lets the manufacturer see what gets asked about each product.
Trade-offMore work when onboarding each catalogue.
03 · The copilot
How it answers: short, with the page, and nothing made up
Every answer has three parts: what to do, which manual and page it comes from, and what happens if the information isn't documented. In that case the copilot says so and suggests checking with the manufacturer. The work order lives in the field app, where the technician closes the job report with photos, audio and the customer's signature.
X200 heat pump service
Work order in the app and copilot with the source cited. Illustrative screens with a fictional model.
04 · My role
From discovery to release
Interviews and visits to service companies and manufacturers to understand where time gets lost.
Conversation flow, source citations and behaviour when the answer isn't documented.
Work orders, job reports with photos and audio, and the customer's digital signature.
Prioritisation, specs and shipping versions up to 3.6, with the WhatsApp assistant.
05 · Results
What moved
modules in production: knowledge, copilot, analytics, operations and WhatsApp.
version in production, with the WhatsApp assistant answering from the catalogues.
Fluxput, certified as a startup by ENISA.
What I learnedThe person who uses the product isn't always the one who pays for it. Technicians use Fluxput; manufacturers gain the most when their manual answers on its own.