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Enabling Intelligent Service Assistants with Knowledge Graphs

  • Fachvortrag
  • Intelligent Content Creation and Delivery
  • 24. September
  • 14:40 - 15:20 PM (CEST)
  • Karsten Schrempp

    Karsten Schrempp

    • PANTOPIX GmbH & Co. KG

Contents

Meet Tina Technician – a Field Service Engineer who is called in when a product malfunctions or a vague issue is reported via a customer ticket. Her job? Diagnose and solve problems fast. But instead of focusing on the fix, she wastes time searching through scattered, outdated, and unstructured information—both digital and analog. The result: frustration and delays. What Tina really needs is an intelligent service assistant that provides her with the right information at the right time. In this talk, we present how knowledge graphs can lay the foundation for such an assistant. We will explain what knowledge graphs are, how they work hand-in-hand with large language models (LLMs), and how to design a knowledge-graph-based system architecture that supports real-world service operations.

Takeaways

Learn how Knowledge Graphs and LLMs can transform fragmented service data into intelligent support for technicians.

Prior knowledge

Participants should have a basic understanding of digital service processes and IT systems in service or after-sales contexts. No prior knowledge of knowledge graphs, ontologies, or AI is required—these concepts will be introduced and explained in an accessible way.

Speaker

Karsten Schrempp

Karsten Schrempp

  • PANTOPIX GmbH & Co. KG
Biography

Karsten Schrempp studied mathematics and philosophy at the Eberhard Karls University in Tübingen. In the meantime, he has more than 20 years of self-employment in and with various well-known companies in the field of technical communication behind him.

In 2012 he founded PANTOPIX to consequently implement his way of topic-oriented and knowledge network-based information acquisition and provision in customer projects.

In doing so, he pursues two goals: In the background, every project needs clear and precise modeling. In the foreground, a solution must be created for each participant, regardless of whether he or she is involved. He leads his customers to these solutions in exciting and agile projects.

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