FieldResolve launches to help security/fire companies, enhance customer experience

LOUISVILLE, Ky.—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. The launch of FieldResolve is intended 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. By delivering accurate, role-appropriate answers in seconds instead of hours, FieldResolve reduces operational costs while improving the customer experience at every stage of support.

Technicians are often left waiting on job sites for answers. Tech support teams spend valuable time searching documentation or escalating routine issues. End users are frustrated when systems do not perform as expected. FieldResolve addresses all three realities with a single platform built for speed, accuracy, and trust.

“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 of The CMOOR Group. “FieldResolve was designed to remove that friction and help support teams resolve issues faster, without adding headcount or compromising data security.”

One platform, three interfaces

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.

Built on trusted documentation, not internet guesswork

Unlike general purpose tools that rely on public web content, 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 also 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.

Early adoption by Kidde demonstrates real-world impact

Kidde is among the first manufacturers adopting FieldResolve for live tech support and field use, citing the platform’s ability to reduce wait times, improve support efficiency, and deliver a better experience for dealers and end users.

“Our tech support teams handle a high volume of calls every day, and delays affect everyone involved,” said Doug Tarnowsky, director of technical & training support services at 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.”

Designed to scale support without sacrificing service

As support demands continue to increase across security and fire markets, FieldResolve gives organizations a practical way to scale without adding staff. By shortening resolution times, reducing repeat calls, and limiting unnecessary truck rolls, the platform helps companies protect margins while delivering a higher standard of service.

FieldResolve is currently rolling out in partnership with select manufacturers, with broader availability planned as adoption expands.