KI im Wissensmanagement: Stille Helfer für die Servicekräfte: Wie KI das Wissen von Industrieunternehmen sichert

In Kaiserslautern, the gap between what knowledge management systems promise and what they actually deliver is narrowing. Eric Brabänder, CEO of Empolis, a software company serving approximately 280 industrial clients such as Kuka, Zeiss, and Liebherr, promises that their AI-driven solutions will give their workforce superhuman abilities.

Brabänder's target users, who work on tasks ranging from heating systems in basements to road safety lighting seen in movies, often need to summon colleagues in the field for assistance when they encounter problems. Carsten Breilmann, Head of Application at the customer service department of Viega, an installation manufacturer based in Attendorn, explains that this typically involved making multiple phone calls daily to retrieve necessary information.

Since Empolis's knowledge database integrated into their operations, the number of these phone calls has decreased by nearly a third. Now, 160 users can first try to find answers using the company's AI-driven knowledge database via an app before seeking assistance from a support representative. According to Brabänder, the challenge lies in the high cost of hiring experts from manufacturers and the limited availability of such specialists.