Digital Experience Intelligence (DXI)
Unlocking Expert Capacity:
How Digital Twins Solve the Expert Bottleneck in Manufacturing Industries.
CPO, Global Industrial Manufacturer
Resources
100%
More Expert
Capacity
Responsiveness
120x
Faster request
handling
The Customer’s profile
A Global Leader in Precision Manufacturing
A global family-based premium hardware and fittings manufacturer with a highly complex product portfolio and long product lifecycles.
Operations
in 100+ countries
Thousands
of employees
High share of technically complex products
Strong engineering
& service organizations
The Challenge
When global service demand meets
scarce expert knowledge
Global product portfolio and installed base generate thousands of service and product-related inquiries annually, over 50% of them technically complex.
Critical expert knowledge is concentrated in a few specialists, creating bottlenecks, dependency risks, and limited scalability.
Incomplete or inaccurate service requests lead to long clarification cycles and delayed resolutions.
High operational impact: extended customer machine downtime, rising service costs, and significant expert travel effort (≈50 trips per expert/year).
Typical challenges in precision manufacturing: high regulatory requirements, complex product variants, and limited internal know-how to quickly identify & fix sources of error.
The Solution
The Product Manager Expert Twin
We introduced an Expert Twin (Digital Product Manager) trained on product data, manuals, real service cases, and expert knowledge. This enabled automated, intelligent handling of service and product inquiries, including guided troubleshooting and contextual answers.
A single conversational interface unites digitalization and standardization of knowledge assets (manuals, spare part numbers, competitive arguments) and enables internal teams, partners, and customers with consistent, expert-level guidance worldwide.
1
Inquiry Submitted
Service, product, or technical question arrives from anywhere in the world
2
Expert Twin Analyzes
AI processes context, product data, and expert knowledge base
3
Instant Response
Structured, expert-level answer delivered immediately
4
Human experts can focus
Human specialists handle only high-value strategic consulting
CPO, Global Industrial Manufacturer
Business Impact
From bottlenecks to
Scalable Service Excellence
50
Expert Capacity Freed
Human experts focus on strategic work
60
Handling Time Reduced
From hours to instant responses
Expert Travel Reduced
Significant cost and time savings
Faster Response Times
Leading to dramatically higher customer satisfaction scores
Consistent Quality
Same expert-level responses across all markets and languages
