As security and fire systems grow more complex, support teams are under increasing strain. Long hold times, repeat truck rolls and delayed issue resolution have become common and costly across the industry. FieldResolve was built to change how those problems are handled.

FieldResolve is a support AI platform designed to help technicians in the field, manufacturer tech support teams and system end-users resolve issues faster, with fewer escalations and less downtime.

“Every minute a technician is stuck on a job, and every minute a customer is waiting for an answer, carries a real cost,” said Connie Moorhead, CEO, The CMOOR Group. “FieldResolve was designed to remove that friction and help support teams resolve issues faster, without adding headcount or compromising data security.”

FieldResolve supports three distinct audiences through tailored interfaces built on a shared intelligence core:

• Technicians and installers, who can identify and resolve issues on site without repeated calls or second truck rolls.
• Tech support teams, who can answer questions faster, reduce call times and handle more tickets per day.
• End users, who can understand and triage system issues while staying within safe, manufacturer-approved boundaries.

Each audience accesses the same underlying knowledge base, with permissions and guidance appropriate to their role.

FieldResolve uses indexed manufacturer documentation, technical manuals and approved support materials to generate responses. All interactions occur within an encrypted environment, and proprietary information remains fully contained within the platform.

FieldResolve does not train the underlying language model with customer data. Manufacturer documentation and user interactions are never fed back into the model, giving manufacturers confidence that sensitive materials stay protected.

Kidde is among the first manufacturers adopting FieldResolve for live tech support and field use.

“Our tech support teams handle a high volume of calls every day, and delays affect everyone involved,” said Doug Tarnowsky, director, technical and training support services, Kidde Global Solutions. “FieldResolve will help us get accurate answers to customers faster, reduce unnecessary escalations and improve the experience for our employees, customers and channel partners. When issues are resolved more quickly, time, cost and service quality all improve.”