Knowledge Management at Energy Utilities
Hamburger Energienetze, Hamburg Messe — Energy & Utilities
How Hamburger Energienetze and Hamburg Messe made their technical knowledge accessible with AI.
80% less time spent searching for technical documentation, answers in seconds instead of hours
Challenge
Technical knowledge had accumulated over decades — scattered across file servers, wikis, and the heads of long-serving employees. New colleagues needed months to find their footing. During incidents, valuable time was lost searching for documentation.
Starting Point
- Several thousand technical documents spread across different systems
- No unified search across all sources
- Key knowledge holders approaching retirement — a looming loss of expertise
- 30% of working time spent searching for information
Approach
- Analysis of existing knowledge sources and search patterns
- Built a RAG-based knowledge platform
- Indexed all documents and wikis
- Piloted with the technical support team
- Rolled out across the entire organization
Solution
An AI-powered knowledge management agent that searches all internal knowledge sources and answers questions in natural language — with source citations, in seconds. Integrated into Microsoft Teams for direct use in day-to-day work.
Value / Results
- 80% less time spent searching
- Answers in seconds instead of hours
- Knowledge stays with the company, even when employees leave
- Onboarding time for new employees cut in half
- ROI within 6 months
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