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    From ticket system to knowledge portal

    How Phoenix Contact uses Empolis to digitize internal knowledge and make it available worldwide.

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    "We want to offer self-service and at the same time open up new communication channels via chat and voicebots. Empolis is our knowledge base for both."

    Phoenix Contact

    Measurable success from Phoenix Contact

    Over 60,000 products in use worldwide - this requires fast access to precise information. With Empolis Industrial AI, Phoenix Contact provides advice, decision-making aids and technical documentation centrally - for sales, support and self-service.
    about internal search queries per month
    decision trees in use
    Knowledge available in over countries
    IL-business-expenses-dollar-business-cost

    220,000€ COUNTER

    Savings in service per year
    thanks to centralized knowledge access
    IL efficiency

    30 min

    time saved per troubleshooting
    per day and employee
    Employees

    463

    Satisfied service users

    The project at a glance
    IL-Flexible-use-flexible-use

    From ticket to solution

    Knowledge was extracted from practice, restructured and digitized in a targeted manner - as a basis for self-service and consulting.

    IL-internet-3

    Knowledge portal for thousands of users

    Consulting, sales and customers access the same, verified information via a central portal - role-based and up-to-date.

    IL-CP product integration

    Integration in ticketing & processes

    In future, Empolis will provide direct solution suggestions for incoming tickets - without media discontinuity, automated by AI.

    What was the
    initial situation?

    Consulting knowledge was decentralized and difficult to access. The ticket system contained hardly any content, but only documented processes.

    Why the decision
    for Empolis?

    Empolis offers a scalable platform for knowledge and communication - with centralized search, decision logic and role-based provision.

    What are the next steps/goals?

    Fully automated ticket analysis with suggested solutions, expansion of chat and voicebots, continuous maintenance and expansion of decision trees.

    What was the
    initial situation?

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    Why the decision
    for Empolis?

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    What are the next steps/goals?

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    Phoenix_Contact_Logo.svg

    Company profile

    Phoenix Contact is the global market leader for components, systems and solutions in electrical engineering, electronics and automation. The company employs over 17,000 people worldwide and is present in over 100 countries.

    Get to know Phoenix Contact
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    Company profile

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    Industry

    Industries

    Sector 1, Sector 2, Sector 3
    Goal

    Target sectors

    Sector 1, Sector 2, Sector 3
    Employees

    Employees

    Number of

    Empolis Benefits
    IL-Brain-AI-AI-Brain-Processor

    Central source of knowledge

    Consulting, sales and customers have access to the same up-to-date knowledge.

    IL-process-map

    Decision logic for complex cases

    Decision trees support the correct selection of products and solutions.

    IL-Personnel development-Human-resources-development

    Scalable and usable worldwide

    The platform grows with you - linguistically, technically and functionally.

    You too can set new standards

    Book a demo

    In an individual demo, you have the opportunity to get to know functions in more detail and have your individual questions answered by an expert. Together, you will discuss your specific use case and what possibilities AI-based knowledge management can offer you.

    Book a demo

    Arrange a consultation appointment

    Let us discuss your concerns in detail! Together we will clarify the most important questions about knowledge management and the benefits of making your organization's knowledge available to the entire team.

    Arrange a consultation appointment