The Backbone Platform for Appliance Repair
New Horizon Diagnostics gives your company an AI agent that handles intake, diagnosis, scheduling, parts and billing — while your team stays in control of every decision that matters.
A customer calls or texts — no app to install, no account to create.
The AI agent diagnoses the issue live on the call and lists the parts required.
A visit is booked on the spot, matched to real technician coverage and capacity.
Your technician repairs, bills the job, and the ticket closes itself once payment clears.
Phones ringing with new complaints. Technicians who need a schedule that actually holds. Parts that have to arrive before a truck rolls. Warranty claims that have to be filed correctly. Paperwork that has to survive an audit. Most shops stitch this together from spreadsheets, phone trees and whatever software came bundled with the last system.
New Horizon Diagnostics replaces the stitching. One backbone platform runs intake, diagnosis, scheduling, parts and billing for you — your team stays in charge of every judgment call, the platform stays in charge of every repetitive step.
AI-first, human-decided
Intake, root cause, the parts list and an appointment are all on screen before the customer hangs up — the AI diagnoses during the conversation, because that is the only moment it can still ask a follow-up question.
What comes out of that conversation is a recommendation, not a decision. Your review rules decide what needs a specialist's sign-off, and anything the rules don't cover is reviewed by default.
NHD is the platform your repair company runs on, not the company doing the repairs. It automates the repetitive steps of a job — never the judgment calls. Every decision that matters stays with your own staff, and the platform records exactly who made it.
You, the owner & administrator
Your pricing, your review rules, your triage targets and your own technician coverage — configured for your company alone on the shared engine. Then open tickets, technician status and the day's schedule sit on one screen instead of five.
Your support specialists — the triage team
Your specialists approve, amend or replace an AI diagnosis and its parts list — rejecting one means writing the right answer, not asking the model to try again. Every exception in the workflow lands in one pull queue any specialist can claim, so nothing waits behind one person.
Your technicians
Your technicians see only their own appointments. On site they photograph the appliance tag before the job can close, confirm which parts were actually fitted, and take card payment on jobs no warranty covers — all on the same ticket the AI opened.
Your customers
No app, no account, no portal — your customers reach you in one conversation, by phone or by text. A message goes out whenever a promise changes: appointment confirmed, rescheduled, technician on the way. The ticket closes itself once the repair is settled.
Customers call or text your own number and are never asked to log in — the AI agent captures every detail of the job in one conversation.
Diagnoses are produced live on the call, but your review rules decide what needs a specialist's sign-off — and anything the rules don't cover is reviewed by default.
Availability is computed from your own technicians' real coverage — company, zip code, day and time window — and booked with the customer while they're still on the line.
Parts are sourced from stock or a supplier automatically, and a job whose parts won't arrive in time is rescheduled before it becomes a wasted truck roll.
Charges and payments are tracked as two ledgers, warranty claims draft themselves the moment a job resolves, and a ticket closes only once the money actually clears.
Every exception across the whole workflow — a missed photo, a stalled review, a contact escalation — lands in a single pull queue with its own service target. Nothing waits on one person.
One platform runs every repair company that uses it, each with its own pricing and operating rules, while customers, appliances and technicians can be shared between those companies where it makes sense.
Every status change on every ticket and repair cycle is recorded — who changed it, from what, to what, when and why — so nothing is ever taken on faith.
The AI agent answers on your own number, captures the appliance, the problem and every contact detail — no portal, no login.
A root cause and parts list are produced on the call, an estimate is given where one applies, and a preliminary appointment is set immediately.
Parts are sourced and ordered; once every line is in hand, the appointment is confirmed by text — or rescheduled automatically if parts run late.
Your technician repairs the appliance, collects payment or files the warranty claim, and the ticket closes itself once the money is in.
It is running intake, diagnosis, scheduling, parts procurement and billing as one connected workflow instead of separate spreadsheets, phone trees and disconnected tools. New Horizon Diagnostics automates the repetitive steps of a repair job end to end, while every judgment call still belongs to a person.
Yes. The AI agent diagnoses the issue live on the customer's call and lists the parts likely required, so nothing waits on a callback. Configurable review rules then decide whether a specialist must approve, amend or replace that diagnosis before it drives an estimate or a repair — and any ticket the rules don't cover is reviewed by default.
Yes. Appointment availability is computed automatically from each technician's real coverage — company, zip code, day of week and time window — and a booking is offered and confirmed with the customer while they're still on the call, inside the company's own booking horizon.
Parts are sourced from stock or a supplier automatically once a diagnosis is approved, and a job whose parts won't arrive in time is rescheduled before it becomes a wasted truck roll. Warranty claims draft themselves the moment a covered repair resolves, and billing tracks charges and payments as two ledgers so a ticket closes only once the money actually clears.
Yes. New Horizon Diagnostics is a multi-tenant backbone: each repair company keeps its own pricing, review rules and technician coverage, while a shared engine runs every company that uses it. Technicians, customers and appliances can be shared between companies where it makes sense.
Yes. Every status change on every ticket and repair cycle is recorded — who changed it, from what, to what, when and why — so nothing about a job's history is ever taken on faith.
