FinlandManufacturing2024 – ongoingMetso
Generative AI search for technical customer support
Metso put generative AI search into technical customer support
Problem
Technical support staff searched databases and files scattered across different locations. Finding answers required substantial background work and repeated clarification from customers.
Approach
Metso worked with Knowit to develop a generative AI support tool. It served as an expert search engine that helped technical specialists answer questions about equipment and maintenance. Knowit reported that the tool was already supporting customer service.
Results
No published figures
Takeaway
The tool supported technical specialists inside customer service. Knowit did not disclose a measured reduction in response times.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Knowit described its work on Metso's generative AI technical-support tool. It reported operational use for finding answers to customer questions, without publishing a numerical productivity result.
Full details are in the original sources.
