Result
How We Helped a Global Equipment Manufacturer Cut Support Calls by 52%—While Expanding to 12 Languages in Just 10 Weeks
▫️ Create an accessible assistant for complex technical manuals
▫️ Support multilingual voice interactions for field technicians
▫️ Extract knowledge from decades of legacy documentation
▫️ Reduce support ticket volume by 40%
▫️ Gather usage data to improve future product documentation
Client Overview
Problem
▫️Support was drowning in tickets from field techs struggling with dense, outdated manuals. Legacy PDFs. Foreign languages. Missing diagrams. Misdiagnoses. Every support call was costing time, money, and customer trust.
Solution
▫️ Think Siri—but for repairing heavy industrial equipment in German, Japanese, or Portuguese.
▫️ Built on:
▫️ LangChain + custom OCR for extracting and understanding technical documentation
▫️ OpenAI Whisper + TTS for 12-language voice input/output
▫️ Real-time visual part recognition using smartphone cameras
▫️ CRM + ticketing integration for seamless handoff when needed
▫️ The Results:
▫️ 📉 52% fewer support calls
▫️ 🌍 Language coverage grew from 3 → 12
▫️ ⏱️ Avg troubleshooting time dropped 37%
▫️ ✅ First-time fix rate jumped from 62% → 84%
▫️ 💰 $1.2M annual support savings (projected)
▫️ Inside the System:
▫️ Voice-led, Multilingual Support
▫️ Technicians speak naturally in their language
▫️ Assistant guides them step-by-step via voice, no scrolling
▫️ Text-to-speech answers tailored to machine model, error code, and user’s location
▫️ Smarter, Safer Troubleshooting
▫️ Recognizes part numbers and CAD diagrams from camera input
▫️ Warns of safety issues in real-time
▫️ Tracks progress through complex repairs
▫️ Seamless Escalation—Only When Needed
▫️ If unresolved, the system creates a detailed support ticket
▫️ Auto-attaches transcript + visual logs
▫️ Routes to right tier of support based on complexity
The Goal
▫️Make troubleshooting fast, accurate, and multilingual—with zero human support unless absolutely necessary.
Why It Works
Because tech support isn’t just about knowledge—it’s about access. And this system gives every field tech the power of a veteran expert, instantly in their language, without ever touching a manual.
BOTTOM LINE
By turning complex paper manuals into intelligent, multilingual voice assistants, we helped one of the world’s leading equipment manufacturers cut downtime, boost customer satisfaction, and scale support—without hiring another support agent.
©2025 | Techststeck Solutions
