KI im Wissensmanagement: Stille Helfer für die Servicekräfte: Wie KI das Wissen von Industrieunternehmen sichert
Der KI-Einsatz im Wissensmanagement ist kein Selbstläufer. Know-how von erfahrenen Beschäftigten sichern oder Kundenprobleme schneller lösen – das klappt nur mit gut gepflegten Daten.
Köln - The gap between expectations and reality in knowledge management is narrowing, according to Eric Brabänder, Business Director of Empolis, a software company based in Kaiserslautern with around 280 industrial customers including Kuka, Zeiss, and Liebherr. Brabänder promises "Super-human operators powered by AI" – an AI that endows employees with superhuman abilities.
The users he aims to empower with AI work on heating systems in basements, sit on the rollers at highway construction sites, or maintain emergency lane lighting, as seen in movies. Their employers traditionally pool expertise in the central office; however, it is needed in the field, where the service technician encounters a problem.
"Technical field service personnel and internationally spread colleagues had to call each other several times a day to query knowledge," says Carsten Breilmann, Application Manager in the Customer Service Department of Viega, an installation manufacturer in Attendorn. Once Empolis's knowledge database took over, the number of phone inquiries dropped by roughly a third, according to Brabänder.
Now, the 160 users consult the database themselves using an app before seeking help from the help desk (First Level) or specialists (Third Level). Brabänder explains the challenge: "Experts from the manufacturer are expensive, and there aren't many of them."
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