The company
KONE
kone.comElevator and escalator manufacturing and maintenance for urban buildings.
The story
A global industrial leader maintains 1.7 million elevators and escalators across 70 countries, servicing thousands of different equipment models from various manufacturers.
Field technicians faced long wait times when calling regional help desks for support because no single person could memorize the maintenance requirements for such a diverse fleet. As call volumes increased, this bottleneck delayed repairs and strained the support infrastructure.
The company developed a mobile assistant using Amazon Bedrock that enables technicians to query confidential manuals, maintenance reports, and IoT data. Deployment followed a phased rollout strategy, moving from a controlled pilot to an 11-country expansion targeting 40,000 users. Security architecture relies on AWS Key Management Service for encryption and automated anonymization to protect sensitive operational data.
Scope & timeline
- 1,500 active technician users across 11 countries
- 0% opt-out rate during technician pilot
- Projected rollout to 40,000 technicians
Quotes
“We use AWS because it can deliver the security services that we need to quickly build, run, and monitor AI.”