Carrier’s ongoing commitment to innovative, digitally-enabled lifecycle solutions, advanced smart technology and customer service were at the forefront of launching InteliSense Technology at the 2023 International Builders’ Show.
New InteliSense™ Technology is changing the way HVAC dealers and technicians help customers. Available exclusively on the Carrier Performance Series, InteliSense gives dealers the power of remote diagnostics and real-time updates, so they’ll have the smartest techs – and happiest customers – in the business.
The future of smart HVAC is here
InteliSense Technology connects dealers to homeowner units, providing remote access to fault codes, performance history, and more:
- Innovation: Through patent pending technology, equipment sensors are able to send data to the thermostat using standard thermostat wiring. Data is then transferred to the Carrier digital tools, making troubleshooting easier and more accurate than ever before.
- Connection: Maintenance has never been easier for homeowners thanks to the user-experience that puts homeowners in control and gives them the option of connecting their HVAC system to the technician’s diagnostic software. It’s smarter connection for smarter service.
- Empowerment: InteliSense empowers dealers and technicians to deliver first-class customer service by providing the information they need to get service calls right the first time.
Money Pit Podcast
Money Pit host Tom Kraeutler interviews Dee Dee McCoy, project manager for InteliSense.™
Read Transcript
| 00:04 | Tom: I’m Tom Kraeutler at the 2023 International Builders Show. Hey, wouldn’t it be nice if you had an HVAC system that would communicate with you when it needed maintenance or communicate with your dealer, when it needed some other sort of attention? Well, that’s what carrier has created with the InteliSense technology. With me to talk about that is Dee Dee McCoy. She’s the project manager for InteliSense. Hi Dee Dee. |
| 00:26 | Dee Dee: Hi there. How are you? |
| 00:27 | Tom: So tell me how InteliSense works. |
| 00:30 | Dee Dee: Absolutely. So what we’re doing is we are bringing a connected system into our mid-tier performance series product line. It all starts by adding sensors. We are adding sensors to the outdoor equipment, which are liquid line, pressure and temperature sensors, suction line pressure and temperature sensors, as well as an outdoor air temperature sensor. On the indoor products, our gas furnaces and fan coils, we are adding a supply air temperature sensor and a return air temperature sensor, as well as we will collect blower motor RPM and fault codes when available from the equipment. |
| 01:02 | So once those sensors are in place, InteliSense technology comes to life. So when the Ecobee for Carrier, smart thermostat, either the smart thermostat premium or the Ecobee3 light, sends a call for heating and cooling during operation, that sensor data will be transmitted over standard 24 Volt thermostat wiring back to that smart thermostat. |
| 01:26 | Once there, the equipment data and the thermostat data will then funnel to our Carrier cloud and then further funnel to our digital tools, the Connected Portal and the Service Tech App. With homeowner permissions, permissions to remote access and permissions to sharing their basic data, a dealer will receive alerts, they’ll be able to get onto those digital tools that connected portal or the service tech app, and they will be able to troubleshoot and diagnose what’s going on with that system. |
| 01:55 | They’ll be able to see those sensor readings. They’ll also be able to see things like DeltaT, sub cooling, super heat. And just allows them to really know before they go. So they can send the right part with the right technician the first time. If they’re looking at the system, the overall operational health, and they see it’s a capacitor related issue, they can send a less experienced tech versus a more veteran tech. So, it’s really smart servicing to make the homeowners experience best in class. |
| 02:25 | Tom: So if you weren’t feeling well, you take your temperature, right? And so with an HVAC system, you’re taking many temperatures and the collected data from all of those readings gives you an indication of what could possibly be wrong. It gives the dealer an idea of what parts might be needed. It gives a dealer or an idea of what level of technician to send out, which is going to be more efficient for the dealership, as well as presumably the homeowners because of the cost. So, this is a really strong advancement and the idea of smart home technology. We think of smart home technology as controlling sometimes our lightbulbs are garage door openers and things of that nature. But now we’re actually really embedding it into the core systems that operate our house, keep us comfortable and keep us safe. Now, I know a key component of this is the Ecobee thermostat. Can you talk just about that thermostat and how it’s different from other thermostats that we might have in our homes? |
| 03:12 | Dee Dee: Yeah, absolutely. So Ecobee is a name that has been out there and Carrier decided to build a relationship with Ecobee back in 2020. So, we have had this business relationship. And working together, we have put our patent pending and InteliSense technology within that thermostat. So you do need this Ecobee for Carrier, smart thermostat, to run the technology. So when a call for heating or cooling happens, that equipment data will be sent over that standard 24 Volt thermostat wiring and back up to that thermostat. So that thermostat is really key. We have the smart thermostat premium, which is top of the line Ecobee thermostat. It has radar detection built in. |
| 03:52 | It’s got a premium look with that metal brush look on the back side of the thermostat. It has an indoor air quality sensor built in. That measures derived VOC and CO2 within the vicinity of the room. And Alexa built in. It’s a very, very smart thermostat. |
| 04:08 | Tom: So, you mentioned the radar technologies. That’s going to sense occupancy in the home. It gives you much better presence detection than a person sir. It’s a higher degree of presence detection. And just to kind of connect the dots on that. So, if no one’s home for some period of time, you can have a set of like a vacation setting, right, where you’re not heating the home to the same level that you might when people are there. So, we have setback thermostats. We’ve had them for decades, right? But the thing is it only works if you keep the schedule. Now you really don’t have to keep the schedule because we all have less of a schedule. There’s not so much 9 to 5 in the workplace. Sometimes we’re home, sometimes we’re not. With that capability, we can actually physically detect those patterns in those changes. |
| 04:44 | Dee Dee: Absolutely. And you can still set your schedules and then you also can operate everything right on the palm of your hand and keep that constant control with that Ecobee homeowner app. |
| 04:53 | Tom: This helps avoid the worst thing that can happen to you. And that’s a surprise, right? Because these systems never break down when it’s convenient. They break down on the coldest days of the year or when you have a big family party plan or something of that nature. But if you’re staying on top of your maintenance, if there’s any issue that arises, it will communicate that. We all in advance, hopefully of a failure and be able to repair it quickly and avoid any potential future issues that are related to that. |
| 05:17 | Dee Dee: Absolutely. A 100%. If a alert was sent to the dealer, that dealer could go on to that digital tool that connected portal or that service tech app. They would be able to see those sensor readings. They would be able to see other calculations and then they could contact that homeowner and let them know there’s an issue going on. And with a possible resolution. But the great news is with InteliSense technology. They can troubleshoot remotely. So, they’re sending that right part and that right service tech the first time. Fantastic. Dee Dee McCoy from Carrier, thank you so much. You can learn more on carrier’s website about InteliSense technology. Simply Smart. |
| 05:51 | Go to Carrier.com. |
“InteliSense Technology is all about innovative and connected customer care,” said Christine Rasche, Associate Director – Controls, Carrier HVAC. “InteliSense empowers dealers to make informed service calls, showing up with the right part the first time and mitigating issues – before there is a failure. This is the first of its kind for the industry. It is the smart choice for HVAC dealers and customers.”
Next Generation Tech Delivered Today
Carrier first introduced the world to communicating heating and cooling systems with the Infinity® system, and InteliSense Technology is the next phase in our growing family of connected, innovative solutions available exclusively on the Performance 2 series product line. Focusing on innovation and advanced technology, connected premium tools for easier maintenance and empowered customer service, the future of smart HVAC is here:
- Sensors on the outdoor units collect liquid and suction line pressures, indoor temperature and outdoor air temperature, enabling diagnostic review of the system’s operational health
- Sensors on the indoor unit collect supply and return air temperatures, blower motor RPM and basic fault codes
- Sensor data from the outdoor and indoor equipment connects to Wi-Fi enabled thermostat
- System data collected can be accessed by dealers through the Carrier Service Tech App and Carrier Connected Portal for remote troubleshooting, system usage analysis and servicing
Carrier’s Connected Portal and Service Tech App
Carrier’s innovative dealer digital tools enhance the connection between you, InteliSense technology and the homeowner, empowering dealers to provide outstanding service to customers.
Connected Portal
Improved user experience, more data plus fault code history when available will help to troubleshoot homeowner equipment issues prior to arrival so dealers are more likely to send the right technician, with the right parts on the first call.
Service Tech app
Techs can view the same data from the connected portal, enter service diagnostic mode to see real-time parameter data, access to technical specs, replacement parts, onsite equipment connectivity and more.
“InteliSense Technology is the next phase of Carrier’s connected customer care solutions,” said Justin Keppy, President, NA Residential & Light Commercial HVAC, Carrier. “InteliSense is an innovation that makes technicians’ jobs easier and enhances their relationships with our number one stakeholder – customers.”
Carrier is a part of Carrier Global Corporation (NYSE: CARR), the leading global provider of healthy, safe, sustainable and intelligent building and cold chain solutions. Learn more by visiting about Carrier’s home heating and cooling solutions.
About Carrier
Founded by the inventor of modern air conditioning, Carrier is a world leader in high-technology heating, air-conditioning and refrigeration solutions. Carrier experts provide sustainable solutions, integrating energy-efficient products, building controls and energy services for residential, commercial, retail, transport and food service customers. Carrier is a part of Carrier Global Corporation, the leading global provider of healthy, safe, sustainable and intelligent building and cold chain solutions. For more information, visit carrier.com or follow @Carrier on Twitter.
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