AI as a Teammate: Enhancing Expert Knowledge in the Service Department
Service teams in industrial companies rely on fast access to the right information—often under time pressure and in complex environments. At NIZE Equipment, AI is being introduced as a practical support layer for technicians and service managers, focused on real workflows rather than experimentation for its own sake.
Today, NIZE uses an AI-powered chatbot that allows technicians to search across internal documentation, manuals, and knowledge bases using natural language. Instead of manually digging through folders or PDFs, technicians can ask questions and quickly find relevant instructions, troubleshooting steps, or product information—whether the answer lives in text documents, spreadsheets, or images.
“A technician with limited product knowledge found the right solution through the Opero AI agent and resolved the issue without interrupting a colleague who was out with customers,”— Mette Meyer Thuesen, NIZE Equipment
Beyond search, AI is also embedded directly into NIZE’s service workflow through ticket enrichment. When a support ticket is created in ZoHo, the AI analyzes existing documentation and previous tickets to suggest possible resolution options directly inside the ticketing system. This helps technicians start from a strong baseline, reduces repetitive investigation, and improves consistency across the service team.
The next step currently being tested goes even further into day-to-day operations: a voicebot that automates technician reporting. During or after service calls, technicians can simply speak, while the AI transcribes the conversation, structures the information, and fills out field service reports automatically. This removes a major administrative burden and ensures that valuable knowledge is captured instead of lost.
Rather than replacing human expertise, AI at NIZE acts as a sparring partner—supporting technicians, preserving institutional knowledge, and freeing up time for higher-value work. The approach reflects a cautious but forward-looking mindset: starting with concrete use cases, integrating with existing tools like ZoHo, and expanding as value becomes clear.
Link to the original article (pages 18-19): https://issuu.com/udkom/docs/grakom_kommunikationsindustrien_04_2025/19