Normalized claim
Pilot users: 100 users
The first pilot of the assistant had 100 users for 3 months.
KONE Uses Amazon Bedrock to Build a Secure Technician Troubleshooting Assistant
Use case typeKnowledge managementUpdated Jun 13, 2026
KONE, a global elevator and escalator company, built a generative AI assistant on AWS to help field technicians troubleshoot issues faster using confidential documentation, maintenance reports, and IoT data. Technicians access the assistant through a mobile app called Technician Assistant as a first step before escalating to technical help desks. The solution emphasizes security, privacy, least-privilege access, data minimization, and encryption with AWS Key Management Service.
- Organization
- KONE
- Industry
- Manufacturing
- Location
- Finland
- Published
- May 2026
Reported outcomes
Active users: Approximately 1,500 users
Adoption & scale
Total technicians targeted: 40,000 technicians
Planned next steps
- The source says the organization aims to achieve Planned users: Approximately 6,000 users.
- The source says the organization aims to achieve: Planned availability for all technicians.
- The initial pilot had 100 users for 3 months.
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Pilot duration: 3 months
The first pilot of the assistant had 100 users for 3 months.
Normalized claim
Active users: 1,500 users
The assistant is now live in 11 countries with around 1,500 active users.
Normalized claim
Planned users: 6,000 users
KONE expects to reach around 6,000 users in the coming months.
Normalized claim
Total technicians targeted: 40,000 technicians
...make the solution available to all its 40,000 technicians going forward.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- KONE
- Provider
- AWS
- Maturity
- Pilot
- Linked source
- AWS Customer Stories
The initial pilot had 100 users for 3 months
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Technician support
- 2Field service assistant
- 3Knowledge management
- KONE built a generative AI technician assistant on Amazon Bedrock.
- The assistant is delivered through a mobile app called Technician Assistant.
- The solution uses a pipeline covering preprocessing, retrieval, evaluation, and text generation.
- KONE applies least-privilege access, data minimization, anonymization, and AWS Key Management Service for encryption.
- KONE worked with the AWS Generative AI Innovation Center and AWS prototyping team to build and refine the solution.
Technologies
Architecture
KONE built a secure generative AI troubleshooting assistant on Amazon Bedrock and delivered it through the Technician Assistant mobile app. The architecture includes preprocessing, retrieval, evaluation, and text-generation stages, and uses data-minimization, anonymization, least-privilege access, and AWS Key Management Service encryption to protect confidential maintenance and IoT data.
Implementation partners1
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: May 27, 2026Publisher: AWSEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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