Equipment Service Gets AI-Powered: RUX Launches Service Diagnostics with Copilot for Business Central

AI-powered diagnostics deliver faster service, better accuracy, and manufacturer-compliant repairs for equipment businesses.

Diagnosing equipment issues can be one of the most time-consuming and critical parts of service operations. Technicians often spend valuable time researching error codes, flipping through manufacturer manuals, and manually building service tickets before the real work even begins. In a world where customers expect faster turnaround, fewer repeat visits, and transparent communication, this manual process can quietly limit both efficiency and profitability.

This is why we’re excited to launch the first of its kind Service Diagnostics with Copilot, a powerful new AI-driven feature in the RUX Service app (version 16.1) for Microsoft Dynamics 365 Business Central. Designed specifically for service-intensive businesses managing vehicles, machinery, and heavy equipment, this feature transforms how service issues are diagnosed, documented, and resolved.

“Service Diagnostics with Copilot is the foundational AI capability that enables intelligent automation across our entire platform,” said Jake Oetinger, Product Engineering Manager at RUX Software. "We've built the infrastructure that will allow our agents to leverage AI to deliver smarter, faster outcomes for our customers. This launch represents our commitment to bringing enterprise-grade AI capabilities to equipment businesses in a way that's practical, powerful, and purpose-built for their operations."

What is Service Diagnostics with Copilot?

Service Diagnostics with Copilot uses AI to analyze equipment issues, error codes, and technician-reported symptoms. Based on this analysis, it automatically generates complete service tickets that include intelligent diagnostic reports, recommended repair tasks, parts lists, labor estimates, and step-by-step repair procedures.

Instead of starting from a blank ticket and manually researching each issue, your technicians can rely on Copilot to assemble a comprehensive, structured service record in minutes. When available, the system prioritizes manufacturer-specific documentation, ensuring that diagnostics and repair recommendations align with OEM standards and best practices.

The result is faster ticket creation, more consistent diagnostics, and better-prepared technicians from the moment a job is scheduled.

Automated Service Ticket Creation: Generates complete service tickets with suggested tasks, parts, labor hours, and step-by-step repair procedures based on the diagnostic analysis, saving technicians time and improving accuracy.

AI-Powered Diagnostics Built for Service Teams

At the core of this feature is AI-powered equipment diagnostics. Copilot analyzes reported symptoms, fault codes, and service context to suggest likely causes and troubleshooting steps for a wide range of vehicles, machinery, and equipment. These recommendations are grounded in technical troubleshooting procedures and manufacturer service manuals when available, reducing guesswork and variability between your technicians.

Once diagnostics are generated, Copilot automatically creates complete service tickets. Suggested repair tasks, required parts, estimated labor hours, and detailed procedures are populated directly into Business Central. This not only saves you a lot of time, it also improves accuracy and ensures nothing critical is missed during ticket creation.

Each diagnostic also includes a comprehensive report with a clear service overview, safety considerations, technical notes, and parts and labor requirements. These reports can be shared internally with technicians or externally with customers to explain issues and recommended repairs in a professional, easy-to-understand format.

Includes a comprehensive report with a clear service overview, safety considerations, technical notes, and parts and labor requirements.

Designed to Support the Entire Service Lifecycle

Service Diagnostics with Copilot is not limited to a single ticket type. It works across service tickets, planned maintenance, field service projects, and service quotes, providing consistent AI-powered diagnostics throughout the entire service lifecycle.

Whether your technician is responding to a breakdown, preparing for scheduled maintenance, or building a detailed quote for a customer, Copilot delivers the same structured, manufacturer-aligned insights. This consistency over time will help your service team excel without sacrificing quality or control.

Why This Matters for Your Business

The long-term value of Service Diagnostics with Copilot goes far beyond convenience. One of the biggest wins is the dramatic reduction in issue diagnostic time. What once took 30 minutes or more of manual research and data entry, can now be completed in just a few minutes with this built in AI capability. This will allow your technicians and service coordinators to process more tickets per day without having to increase your headcount.

Consistency is another major advantage. As Copilot guides your (especially newly trained) technicians through manufacturer-recommended procedures and standardized diagnostic steps, you can ensure a consistent level of service quality across your entire team, regardless of individual experience levels. New technicians can ramp up faster, while experienced technicians benefit from faster access to validated information.

First-time fix rates will also improve significantly. Because Copilot identifies the correct parts, labor tasks, and procedures upfront, technicians arrive better prepared. Fewer missed parts, fewer surprises onsite, and fewer return visits all translate to lower costs and higher customer satisfaction.

From a financial perspective, Service Diagnostics with Copilot helps to maximize billable accuracy. By automatically populating your service tickets with the appropriate labor hours, parts, and tasks, it reduces the risk of missed charges that quietly erode margins. Every job is documented more completely and more accurately.

Better Communication, Stronger Customer Trust

Clear communication is essential to building trust with your customers, especially when repairs are complex or costly. Service Diagnostics with Copilot generates professional HTML diagnostic reports that explain the issue, recommended repairs, safety considerations, and technical justification in a structured, easy-to-share format.

Your customers gain visibility into what’s wrong with an item and why specific repairs are needed, while your service team benefit from fewer back-and-forth questions and approvals. This transparency helps to strengthen customer relationships and positions your business as knowledgeable, professional, and trustworthy.

Smarter Service Starts Here

Service Diagnostics with Copilot represents a major step forward in modern service operations. By combining AI-powered diagnostics, manufacturer knowledge, and deep integration with Business Central, RUX is helping service teams work faster, smarter, and more consistently than ever before.

The result is fewer delays, better first-time fix rates, more accurate billing, and happier customers; all without adding complexity to your day-to-day operations. With Service Diagnostics with Copilot, your equipment service team will spend less time researching and documenting issues, and more time doing what matters most: keeping equipment running and customers satisfied.

“Becoming AI-enabled fundamentally transforms how our customers operate,” said Natalie Lemke, CEO of RUX Software. “Service Diagnostics with Copilot delivers on our promise to engineer solutions that help equipment businesses operate with ironclad integrity. Our customers now have access to enterprise-grade AI capabilities that were previously out of reach for businesses in our verticals, giving them a competitive advantage in service quality, efficiency, and customer satisfaction.”

If you’d like to learn more about how this new feature will speed up your asset maintenance processes, let’s chat about your business!

Reminder! The expanded AI menu in RUX Service includes both this new diagnostic tool, as well as an image analyzer that allows you to analyze pictures and add attributes or categories to your listed equipment. We are working on more AI features to be added to this menu in future, so stay tuned!