How ACOND cut calls to technical support by around 30%
The Czech heat pump manufacturer was handling a large number of repeated support calls, and junior technicians struggled to find answers. TechBuddy now runs on the existing documentation as an assistant for the team and for customers.
shorter calls, depending on the technician's experience
fewer inbound calls after the customer chatbot launched
faster onboarding of junior staff
Location
Czech Republic / CEE
Industry
Heat pump manufacturing
Users
Technical support teams
Use
Support and customer chatbot
What TechBuddy reads from
The support team couldn't grow fast enough
ACOND makes heat pumps in the Czech Republic. As the number of installations grew, so did the load on support, and keeping all technicians up to date got harder.
Support required deep product knowledge, yet 70% of calls were about the same topics. Finding experienced technicians was getting harder.
- Difficulty hiring qualified technical support staff
- Junior technicians slow to onboard due to the depth of product knowledge required
- Repetitive calls taking up senior staff time
- Answers scattered across PDFs, service manuals, old tickets and people's heads
- Customers couldn't easily find answers themselves before calling
One assistant for support and customers, on existing data
TechBuddy connected internal documentation, historical service tickets, client data and training materials into one AI assistant. Support uses it internally; externally it serves as a customer chatbot.
There was no need to rewrite documentation. TechBuddy loaded what already existed and made it searchable.
Model-specific lookup
Questions by serial number, model or series, with answers for the specific unit.
Cited answers
Every answer references its source: a manual page, ticket number or training document.
Knowledge from tickets
Resolved tickets add experience that isn't in the official documentation.
Overview of issues
Management can see which questions come up most often and for which product series.
The AI knows our products the way our best senior technician does – and it's available at 2am.
Head of Service, ACOND
From scattered documents to one source of information
Connecting data
TechBuddy reads internal documents, tickets, client data and training materials. No data was moved.
Document processing
TechBuddy linked documents, models, error codes and solutions from unstructured files.
Two interfaces
Support works in a desktop application; customers use a chatbot in the portal. Both draw on the same knowledge base.
Ongoing updates
New tickets and documentation are synchronised regularly, so the knowledge base stays up to date.
Shorter calls and fewer questions for support
In the first months, ACOND measured shorter calls, especially for junior staff who previously passed questions on or searched for answers manually.
After the customer chatbot launched, around a third of calls fell away. Customers find answers on resetting the unit, error codes or filter replacement without calling.
Management also gained an overview of the most frequent questions by product series, which the product and documentation teams use.
We weren't just solving today's support problem. We were building institutional knowledge we'll still be using in ten years.
Head of Service, ACOND
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