FRENK: the Generative AI-Based Assistant for Maintenance and Technical Support

Today, it is possible to implement Large Language Models (LLMs) integrated with Retrieval-Augmented Generation (RAG) techniques, combining the model’s generative capabilities with access to continuously updated knowledge bases.

CAE has always recognized the importance of maintenance services for real-time monitoring systems in order to ensure the operational continuity of its solutions, a fundamental requirement for guaranteeing reliability in Civil Protection applications. For this reason, the company continuously invests in researching new technologies to enhance service quality and performance.

Among these is FRENK (Fast REsponse Network Knowledge), a Generative AI-powered virtual assistant designed to support maintenance and technical training activities. The tool has been developed with the following objectives:

• improving the effectiveness of maintenance activities;
• reducing intervention times;
• providing immediate 24/7 support to field technicians in Italy and abroad;
• ensuring the dissemination and preservation of knowledge.

More specifically, FRENK is an advanced conversational interface capable of understanding natural language and delivering relevant and accurate answers based on the information provided to it, drawing from manuals, technical guides, documentation, and other knowledge sources. Thanks to FRENK, technicians receive accurate, contextual information that is continuously aligned with product developments.

Through a web-based interface accessible from any device, the assistant can provide real-time operational guidance, for example, assisting an operator in troubleshooting an anomaly or locating verification procedures, calibration instructions, or intervention checklists, without replacing technicians’ expertise, but rather enhancing their effectiveness.

The system is also capable of learning over time through Machine Learning techniques, continuously improving the quality and responsiveness of the maintenance service.

The introduction of this solution brings significant benefits for both customers and technicians, including reduced diagnostic times and greater consistency in the application of procedures. FRENK is part of the broader digitalization process of maintenance activities, in which artificial intelligence becomes an operational tool supporting technical work.