How TECO opened its product documentation to customers and its own team

Only a few experts had the knowledge

TECO makes Tecomat control systems and PLCs. The portfolio has grown over decades, and so has the technical documentation. Part of the knowledge is in manuals, part only in the heads of a few key experts.

The information existed, but it was not easy to find. Customers kept asking the same things and turned to a few specific experts, which overloaded technical support. Handling more questions without growing the team kept getting harder.

• Extensive documentation split across several sources
• Customers repeatedly asking the same questions
• Know-how concentrated in a small number of people
• Technical support repeatedly overloaded
• Support couldn't grow without hiring

One assistant over approved documentation, for the team and customers

TechBuddy works with TECO's approved internal documentation. It doesn't draw on general internet content, only on approved company sources, and links every answer to a specific document.

There was no need to rewrite documentation or change critical systems. TechBuddy loaded what already existed and made it available to the internal team and to logged-in customers at ai.tecomat.cz.

From approved docs to a searchable assistant

Self-service for customers and fewer routine questions for support

After launch, assistant usage grew sevenfold. A group of regular users formed: some customers started using the assistant straight away, while others still prefer personal contact.

The assistant answers routine questions, and experts have more time for harder cases. Customers look up product specifications, configuration procedures and technical documentation themselves, without waiting for support.

Sales uses the assistant too: sales staff find their way around the portfolio faster and prepare quotes more independently. TECO is building further AI projects on it, such as the POPT-AI concept for processing enquiries.