Our Technology

Core technology & patented reasoning engine
More than just a searchable database
Better than BIT and FIM alone
More effective than an internet search engine
Not just a "decision tree in disguise"

CaseBank's Core Technology

The core technology behind the SpotLight® software suite is hybrid reasoning. Hybrid reasoning mimics the diagnostic process followed by experts as they delve into and recall prior troubleshooting experience and apply it to current problems. Like the memory of an expert technician, SpotLight intelligently stores, organises and retrieves prior experiences for re-use when a similar problem re-occurs. It guides the user by asking pertinent questions to differentiate among possible solutions, and then highlights the solutions in the knowledgebase that best fit the problem. The knowledgebase is made up of real-world maintenance and repair problems and corresponding solutions known as "cases", and reflects the experiences of the global equipment user community.

SpotLight requires no computer skills -- the user simply picks the symptoms that best describe the current problem and answers the related questions. By identifying successful prior experiences that are similar to the one presented by the user, the patented hybrid reasoning engine ensures that SpotLight, finds the solution quickly.

Not all hybrid reasoning systems are created equal. SpotLight was engineered specifically on complex, multi-configured equipment under the scrutiny of time-pressured technical experts. Multiple patents cover the company's core technology. In fact, at CaseBank we are our own toughest critics - we use our own products to deliver diagnostic knowledge management services for some of the world's most sophisticated companies, so we accept only the best.

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More than just a searchable database

There are a number of searchable database products that appear to offer the same kind of field service and maintenance support that SpotLight provides.

Typically these products use text based retrieval tools to draw on a database of related information, functioning much like an internet search engine, but searching within a limited data set. Based on the search parameters entered, these tools rank individual diagnosis and repair documents according to statistical text analysis only, which can often lead to the retrieval of the wrong document.  In addition, these tools do not provide a robust procedural diagnostic strategy which is SpotLight's greatest strength.

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Better than BIT and FIM Alone

Original equipment manufacturers typically provide built in test capability, equipment documentation in the form of fault isolation manuals, and maintenance software.  Each of these OEM offerings has its place in the repair and maintenance of complex equipment and each has its limitations. SpotLight was designed to address many of these limitations to augment your troubleshooting process.

Some Challenges with BIT (Built-in-Tests)

1. Fault codes can be caused by prior maintenance error.
2. Environmental conditions can trigger unrelated codes.
3. Inaccurate codes can be triggered by failure in related systems.
4. Not all faults have codes
5. Some codes have no associated fault
6. Trends may be detected but are difficult to interpret
7. Multiple codes interpreted together often indicate a different cause than individually interpreted codes

Some Challenges with FIM (Fault Isolation Manuals)

1. FIMs offer failure mode descriptions based on anticipated failure (what could fail rather than what has failed)
2. Not all failure modes can be included in the FIM or it becomes unwieldy
3. FIMs are only updated periodically, so new information may not be immediately available.

The SpotLight Advantage

SpotLight offers these key troubleshooting enhancements to OEM documentation and diagnostics.

1. SpotLight separates "failure mode descriptions" from "troubleshooting logic" and offers troubleshooting guidance drawn from multiple experts.
2. SpotLight's knowledgebase is updated daily for more accurate, up-to-date information and faster repairs.
3. A SpotLight knowledgebase offers more complete knowledge and can contain all failure modes. Additional information does not get in the way because SpotLight considers only relevant items in its reasoning process.
4. SpotLight automatically captures new knowledge as the software is used by technicians, in effect, learning from experience.
5. SpotLight can be integrated with OEM documentation for single-source, comprehensive maintenance and troubleshooting support.
6. When using SpotLight for troubleshooting, technicians have quick access to more robust guidance than is offered by the FIM and BIT.
7. SpotLight considers a broader range of candidate failure modes and easily handles cross system effects (eg. it does not matter if the symptom is in the engine while the cause is in the AC system).
8. SpotLight's built in collaboration features make it easy to
   a. joint troubleshoot from any location (at the same time or asynchronously)
   b. include vendor system experts in a session
   c. escalate a problem for technical assistance.

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More effective than an internet search engine

Although SpotLight employs text search technology, it functions very differently from a typical internet search engine. The SpotLight reasoning engine understands the relationship between concepts and their individual relevance to a described scenario; whereas, a typical internet search engine just says "I found your terms here" with no understanding of context or relative importance.

Some of the advantages SpotLight has over a typical search engine include:

1. guidance and direction once an initial symptom is entered
2. quality control and validation of content
3. database efficiency (no repetition)
4. rich target data with links to supplementary information, explanations, etc

In a typical internet search session, the participant searches for information, and must apply his own cognitive processes to arrive at solutions once the diverse information is presented. An internet search presents all currently available data, largely unverified and unqualified, in random order, with no consideration for relevance, cost or convenience.

In a SpotLight session, SpotLight provides the "cognitive processes" for the participant, and delivers relevant solutions based on data (symptoms) requested of the participant. Every data point has been previously verified and qualified, and solutions take into account the cost and convenience of recommended actoins.

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Not just a "decision tree in disguise"

Unlike a decision tree, SpotLight puts technical information into context, instead of searching a large OEM manual and then searching a separate parts manual followed by another large maintenance manual, SpotLight considers all relevant information at once. The reasoning engine dynamically includes or excludes portions of the "tree" based on serial number, equipment type or the availability of test equipment when asking questions. The next step in a SpotLight troubleshooting session is always the action with the greatest value (accounting for cost, time, difficulty, and relevance), not just the next branch in a static decision tree.

This means that, unlike a decision tree, SpotLight

1. dynamically reconfigures questions and pulls in additional solutions based on available information - it is not static.
2. considers cost, time, and frequency of occurrence
3. can answer questions out of sequence if it's more convenient for the user
4. does not commit you to a single path

Essentially, SpotLight looks at the tree as a whole, not just the branch it is on, and moves freely from one branch to another in response to new information.

For more information about CaseBank's unique technology, best of class decision support systems, and related knowledge management services, contact us today.

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