Bluon Brings Back Live Tech Support for HVAC-R Field Technicians

Bluon has relaunched its brand-agnostic Live Technical Support, staffed entirely by U.S.-based HVAC technicians with 20-50+ years of experience. This service pairs with MasterMechanic AI, Bluon’s in-app diagnostic assistant, giving technicians two tiers of help: instant answers for the 95% of questions, and a human specialist for the complex challenges or truly unusual equipment that requires human insight.

Here is how it works in the field. A technician uses the Bluon app to pull specs, parts, replacements and MasterMechanic AI for diagnostics. If the tech is still stuck, one tap connects them to Live Technical Support, rather than having to call and wait in a hold queue or pulling another technician or manager from their job. Calls route by equipment and problem to a specialist with 20-50+ years of field experience on those exact system and issue types. Managers flag which technicians have the ability to call so that contractors can scale this offering into their existing workflows with ease.

Live Technical Support is available now to all Bluon subscribers on a per-use basis. Bluon may also offer the service through its partner integrations in the future, including field service management platforms.

Bluon provided brand-agnostic Live Technical Support once before. It grew from five veteran technicians handling five to ten calls a day in 2019 to a team of more than 40 fielding over 600 calls a day at peak season in 2022. Those conversations became the training data behind MasterMechanic AI, which is built on more than 135,000 real tech-to-tech support calls that are further reviewed by veteran technicians.