A common definition for machine learning is "The field of study that gives computers the ability to learn without being explicitly programmed." We give the computer large amounts of data, and it can learn how to make decisions about the data. For instance, in rules-based warranty claims validation, there is a pre-determined set of warranty rules, and the violation of those rules may result in rejection or adjustment of the claim. In machine learning, the warranty rules are not pre-set in the system, but learned through example cases. Although machine learning may be new to us, most of us may encounter machine learning on a daily basis.

Manufacturers have historically viewed warranty management as a by-product of selling a piece of equipment or product, not as a strategic part of the business. This mindset is changing as manufacturers begin to understand that each interaction with a customer is an opportunity to deliver value and enhanced experiences. But in this new world, real-time insights are critical to delivering on this heightened level of support. Technologies like artificial intelligence will be the cornerstone of this transformation as real-time data insights drive better service and more personalized experiences.