What challenges did KONE face before AI implementation?

KONE needed to speed resolution of maintenance issues for elevator and escalator field service operations. The company also needed to reduce the burden on technicians and the technical help desk, which handles about 30,000 calls per month.

What was the impact of the AI solution?

The assistant helps over 40,000 field technicians per day resolve equipment issues more efficiently. KONE reports faster resolution and improved technician productivity. The solution supports service efficiency at global scale across major field-service volumes.

Source

Kone uses Amazon Bedrock to build a Technician Assistant for field service

Use case typeStaff assistantUpdated Jun 13, 2026

KONE, a global leader in elevator and escalator solutions, uses AWS generative AI to speed up elevator and escalator maintenance. The company built a Technician Assistant to help field technicians resolve equipment issues more efficiently and improve service delivery.

Organization: KONE
Industry: Manufacturing
Location: Finland
Published: April 2026

Reported outcomes

Strategic outcomes

New product / capabilityBuilt a generative AI technician assistantSpeed & agilityFaster maintenance issue resolutionEmployee experienceReduced technician support burdenScale & capacitySupported service efficiency at global scale

Primary read

Use case focus

Showing 3 of 3

1Field service assistant
2Technician productivity
3Maintenance support

KONE needed to speed resolution of maintenance issues for elevator and escalator field service operations.
The company also needed to reduce the burden on technicians and the technical help desk, which handles about 30,000 calls per month.

KONE implemented a generative AI Technician Assistant on AWS using Amazon Bedrock.
The solution accesses Claude 3 through Amazon Bedrock to support technicians during maintenance and troubleshooting workflows.
KONE also uses AWS IoT technologies in its broader connected operations and service environment.

Technologies

Amazon Bedrock Claude 3 AWS IoT AWS IoT TwinMaker

The assistant helps over 40,000 field technicians per day resolve equipment issues more efficiently.
KONE reports faster resolution and improved technician productivity.
The solution supports service efficiency at global scale across major field-service volumes.

Sources & evidence1

Groundedness: 5/5

Primary source

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