A Note from Jim on the Evolution of Service Insight

When we started Service Insight, we wanted to help lab operations teams become more efficient, make better use of their assets, and move from reacting to emergencies toward operating with foresight.

A single facility may have hundreds of monitored assets generating thousands of data points each day. When an alarm triggers overnight, decisions must be made quickly, often with incomplete information. Maintenance records live in one system, calibration data in another, utilization metrics somewhere else. Lab teams don’t suffer from a lack of data. They suffer from a lack of context.

The industry responded by adding more monitoring tools, reports, and dashboards. But data alone doesn’t tell you what matters, what can wait, or what might be an early warning of something bigger.

That’s why we built Service Insight Cortex.

The Industry’s First AI for LabOps

Cortex is an intelligence layer that sits alongside your existing systems. It continuously evaluates sensor data, maintenance history, calibration records, open tickets, and asset utilization to provide a clearer understanding of what’s happening across your facility.

In practical terms, that means better decisions.

If a freezer alarm triggers, Cortex evaluates door-open and door-close activity, recovery curves, and historical behavior. It helps distinguish between a transient event that will resolve on its own and a pattern that warrants intervention. Instead of responding to every alarm the same way, your team can focus where it truly matters.

If temperature trends begin drifting upward over time, Cortex analyzes those patterns alongside power consumption and maintenance history to identify early indicators of compressor issues. In many cases, that insight appears days or weeks before failure would have been obvious.

Monitoring systems tell you that something happened. Cortex helps you understand why it happened, whether it represents real risk, and what your options are.

As part of its ongoing analysis, Cortex evaluates every asset against its full operational history, not just its most recent reading. The result is an Asset Health Score grounded in real operating context rather than isolated data points. These scores highlight equipment that may be underutilized or overburdened and surface operational patterns that would be difficult to detect manually.

The impact is practical: fewer unnecessary alarm responses, faster root-cause analysis, more informed service planning, and better capital decisions.

The future of lab operations is just easier

Cortex was designed for where labs are headed. Monitoring was the first step. Operational intelligence is the next. Facilities are becoming more automated, more instrumented, and more data-intensive. As that complexity increases, simply adding more dashboards will not scale. Intelligent interpretation will.

In the interface, the experience is simple: “Ask Cortex.” Behind that interaction is a system built to understand the vocabulary, operational patterns, and risk considerations specific to lab environments.

We see this as the beginning of a new layer in lab operations technology. Systems of record capture transactions and events. Cortex builds on top of those systems to transform signals into actionable understanding.

Service Insight Cortex is now live and available to our customers.

We believe the future of lab operations will be defined by better planning, fewer surprises, and more effective use of the assets already in place. Cortex is our next step toward that future.

— Jim Gregory
CTO & Co-Founder
Service Insight