Enabling Intelligent Service Assistants with Knowledge Graphs

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 But instead of focusing on the fix, she wastes time searching through scattered, outdated, and unstructured information—both digital and analog.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.