FinlandManufacturing2026 – ongoingKONE
Technician Assistant for elevator troubleshooting
KONE made its troubleshooting assistant available to 15,000 technicians
Problem
Service technicians needed to diagnose faults across different elevator models. Finding relevant repair guidance could take time even for experienced staff.
Approach
KONE developed a generative AI assistant with feedback from field technicians. It combined equipment information with maintenance records and approved technical material to recommend troubleshooting steps. Technicians tested the tool in several countries and retained responsibility for repair decisions.
Results
Takeaway
Field testing changed the answers: technicians asked for shorter explanations they could read during repairs.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Production and quality
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
KONE described a deployed troubleshooting assistant and its development with technicians. It reported availability to 15,000 technicians and described a fault correctly traced to a floor magnet. It did not quantify average repair-time savings.
Full details are in the original sources.
