Empolis News

Integrated solutions for efficient customer service – innovations from Empolis at the annual tcworld Conference 2019

  • Intelligent information across all systems and documents
  • Content delivery powered by AI
  • Full-service portfolio shown at booth 2/B02

Kaiserslautern, Germany, November 11, 2019 – In the coming years, not only the German manufacturing industry will face an enormous loss of knowledge due to the age-related retirement and brain drain from the baby boomer generation. In order to prevent this “memory” loss and to secure and optimally utilize the accumulated expert knowledge for support, field service and customer self-service, digitalization, with intelligent knowledge management, offers great potential. This development increases the significance of company-internal technical documentation.

Empolis Information Management GmbH will present its solution portfolio at booth 2/B02 at the tcworld conference 2019 in Stuttgart that provides all requirements relating to systems and processes for digital service and customer information in the cloud and on premise.

The well-established cloud solution, Empolis Service Express, a content delivery portal covering the entire product lifecycle, offers new functionalities for structured knowledge transfer, securing existing expert knowledge. A flexible and user-friendly user interface enhances searching, finding and creating service knowledge. Instructions, recommendations, and hints are transferred to a knowledge database in a structured manner and are thus made available to all co-workers. This replaces chat groups, where information would merely be exchanged on an ad hoc basis.

Thanks to predefined templates, new entries can be created effortlessly on any mobile device and published via a standardized approval process. Besides descriptive texts, they can directly insert images, videos or other documents. Knowledge creation becomes extremely flexible and user-friendly. With the use of mobile devices, verbal text messages can be entered directly.

Employees can thus add valuable information to the knowledge database with each new resolved service incident. In addition, the system enables the use of intelligent assistants, AI-based IoT and augmented reality solutions to be created quickly and easily based on existing data. Thanks to the iiRDS delivery standard, all relevant information from any supplier or source can be delivered to service engineers, customers, marketing or sales departments, geared to their specific needs – either online or offline to PC, tablet, or smartphone.

As a component content management system, the Empolis Content Lifecycle System comprises editing processes for the technical documentation, particularly where the processing of structured and topic-based XML documents is concerned. Combined with metadata, this modular approach is an important and fundamental requirement for intelligent content utilization: the right information is readily available, format-neutral, context-appropriate and target group-oriented. The integrated capability for publishing in iiRDS format, supports this application perfectly when combined with Empolis Service Express.

Empolis recently received the award from the renowned US EContent magazine in the category “Digital Content Industry”, as one of the world’s most important IT companies in the sector. The companies on the annual EContent list are recognized as trailblazers in the field of e-content management.

Find out more at: http://www.econtentmag.com/Articles/Editorial/Feature/The-19th-Annual-EContent-100-134353.htm

At the annual tcworld Conference 2019, Empolis will also present numerous expert talks and tool presentations.

Expert talks (in German):

“How do I speak to my chatbot? Reusing contents for conversational user assistance”, Dr. Martin Kreutzer (Empolis) & Frank Ralf (parson AG), November 12, 11:45–12:30, Room Plenum 2

“Remote software upgrade at BMW: digital documentation for intelligent user assistance”, Dr. Kirsten Petri (BMW) with Rainer Terlutter (Empolis), November 12, 16:15–17:00, Room Plenum 2

“From content delivery to the intelligent assistant – what millennials expect”, Rainer Terlutter, November 13, 09:15–10:00, Room C9.2

“Making use of taxonomies with iiRDS”, Dr. Martin Kreutzer, November 13, 14:00–14:45, Room C7.1

Arena Service Information 2019 – “Informing Service Intelligently”:

“The right service information – even before I know that I need it”, Andreas Klüter, November 13, 13:40–14:00, Hall C1 in the Arena

Tool presentations:

“Collecting service knowledge easily and using it intelligently”, Sven Schöner

November 12, 14:00–14:45, Room C10.3

November 13, 11:15–12:00, Room C10.3

iiRDS Café:

Come and meet Dr. Martin Kreutzer, our iiRDS expert, on November 13, 9:45–12:00, Room Plenum 2

Times to meet our experts can also be arranged in advance. Send an email to: michaela.van_cleve@empolis.com