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    AI in Customer Service as a Strategic Lever

    Thousands of variants, complex products, safety-critical systems—traditional wikis reach their limits here. Those who use AI to provide service knowledge in a context-based and situation-specific manner can solve typical challenges more quickly.

    • Use AI chatbots and self-service toolsstrategically to automatically answer more inquiries —without compromising on the quality of the responses. This frees upyour employees to focus on the more challenging cases.
    • With Empolis, your experts’ knowledge stays within the company—structured, searchable, and immediately accessible. Service quality will never again depend on individual employees. New employees become productive faster.
    • Using Knowledge to Combat Rising Operating Costs: Centralized access to information reduces the processing time per ticket and lowers the escalation rate. This allows you to achieve greater performance with the same team.

    Answers in seconds instead of hours of searching

    Regardless of complexity or storage location: Empolis acts as an intelligent knowledge layer thatconnects distributed service knowledge and makes it available in a context-based manner. This ensures your agents always find the right answer.

    Less Escalation

    With full access to knowledge, all agents act like experts and take the pressure off the second level.

    Faster Ticket Processing

    Automatic response suggestions reduce the processing time per ticket by up to 40 percent.

    Automated Service Processes

    Chatbots that don't give users the wrong information and a self-service portal reduce the volume of support tickets over the long term.

    Scale Your Expertise with AI-Powered Chatbots

    While generic chatbots make guesses, Empolis’ intelligent chatbot relies exclusively on validated service knowledge. It provides accurate, fact-based responses with source citations. This ensures users receive reliable answers 24/7—even for highly complex machines, thousands of variants, and critical systems.

    em_img_feature_EmpolisBuddy_xen

    Resolve More Inquiries Without Wait Times Thanks to Self-Service

    Improve customer service accessibility without compromising service quality. With a self-service portal, you can optimize knowledge sharing so that customers and partners can find the right answer immediately.

    EM_Self-Service Portal

    All-in-One Solution for Customer Service

    Empolis is specifically designedfor servicing complex products and systems —from guided troubleshooting to AI chatbots. This ensures that expert knowledge is available exactly when it’s needed.

    One knowledge base, all the answers

    Make expert knowledge centrally available—without any disruption in the user experience.

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    Offer 24/7 service at no extra cost

    The AI chatbot provides fact-based and reliable answers to inquiries.

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    Mastering Complexity Digitally

    Easily manage complexity and context in the knowledge model.

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    Easily Capture Experiential Knowledge

    Generate high-quality knowledge articles from unstructured data.

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    From the problem straight to the solution

    Step-by-step instructions will surely lead you to the right result.

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    Successful in Technical Service Operations

    From global service organizations to specialized industrial companies—Empolis helps teams implement fast and consistent service processes.
    Our need for information is extremely high, especially given the current technological changes. With Empolis software, our technicians stay up to date and can easily look up information on their own—which helps us foster situational learning.
    REF_MiklosLörincziKarn
    Miklos Lörinczi-Karn Head of Training
    Thanks to artificial intelligence, BIP is the central hub where all information related to BOMAG product services converges. Information is now in one place—available anytime, anywhere.
    REF_DietmarMetz
    Dietmar Metz Head of Smart Services and Knowledge Management
    We had various data sources in different regions that weren't interconnected. The goal was to consolidate all these data sources in one place so that employees would have easy access to technical information (…) Empolis had the clearest roadmap for this, including AI capabilities.
    REF_DanielMendt
    Daniel Mendt Manager Engineering Solutions & Support

    Frequently Asked Questions

    In our FAQ articles, you'll find information on frequently asked questions.
    • A wiki or database often only provides static articles and documents that require time-consuming manual maintenance. Empolis, on the other hand, offers AI-powered knowledge management software that centrally consolidates and intelligently links service knowledge from manuals, service reports, spare parts lists, and training materials. Thanks to various AI techniques, manual effort is minimized—even for complex products or portfolios with thousands of variants.
    • Empolis’ knowledge management solution is designed for industrial companies that deal with complex products and systems requiring detailed explanations—such as those in mechanical and plant engineering, medical technology, automation, or energy supply. The solution delivers its greatest value wherever service knowledge is diverse, safety-critical, and difficult to manage, as it provides expert knowledge in a way that is tailored to the situation and context.
    • Companies that resolve customer inquiries more quickly and reliably thanks to AI-powered knowledge management sell higher-value service contracts and higher SLA tiers. Higher margins, combined with increased after-sales revenue, transform service from a former cost center into a revenue driver.
    • Our software is based on the knowledge cycle approach: knowledge generated in day-to-day work flows back into the knowledge base. If an expert leaves the company due to turnover or retirement, their expertise remains in the system—searchable and immediately available to all colleagues. New employees thus become productive in weeks rather than months, and service quality remains consistently high regardless of individual staff members.
    • Our chatbot is based on a source-based approach (Retrieval-Augmented Generation, RAG): It generates responses exclusively based on your verified knowledge base, which is modeled in the knowledge graph—not on unstructured data. This combination of an LLM and reliable data sources ensures that responses are accurate, consistent, and traceable—including source citations.