KONE Corporation, a global leader in elevators and escalators, implemented a generative AI solution using Amazon Bedrock to enhance their field service operations. Their primary use case involves a technician assistant that helps over 40,000 field technicians per day to resolve equipment issues more efficiently, handling approximately 30,000 technical help desk calls monthly.
The gen AI solution, built using the Anthropic Claude models on Amazon Bedrock, connects maintenance history, IoT data, and relevant documentation to provide quick solutions, potentially eliminating at least half of the technical help desk calls.
KONE utilizes various Bedrock tools and capabilities – including Bedrock Knowledge Bases and Agents, while implementing Bedrock Guardrails to ensure secure and relevant responses, particularly when dealing with external data sources and multi modal content.
This implementation has significantly improved both internal efficiency and customer service by reducing equipment downtime and enabling faster problem resolution, demonstrating how AWS’s secure environment and comprehensive tools can transform traditional field service operations through responsible AI implementation.
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