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Intelligenter Service-Assistent mit Generativer KI im Kranbau
How can technical service be made more efficient as product diversity increases? Together with Klaas Alu-Kranbau, Fraunhofer IEM has developed a digital assistance system that uses generative AI to provide experience-based knowledge in a targeted manner – a project that exemplifies the transfer approach of the Engineering Automation High-Performance Center.
The goal: to enable service teams to access relevant knowledge more quickly in order to solve problems efficiently. The starting point was the increasing complexity of service—caused by a growing variety of products in the portfolio.
After a joint analysis of the service processes, Klaas Alu-Kranbau and Fraunhofer IEM developed a concept for an intelligent AI-based assistant. In workshops, the company first built up knowledge in the field of generative AI before developing the initial requirements for a company-specific solution.
A key component is an end-to-end workflow that collects data from service cases and makes it usable. This enables technicians to find comparable cases in a matter of seconds and receive targeted support in solving problems. The added value: improved customer focus, efficient processes, and modern internal knowledge management.
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