Korean Industrial Manufacturer: Digital Transformation

THE CHALLENGEWhat They Faced

40 service personnel spent an average of 4+ hours per incident searching through paper manuals, legacy databases, and scattered technical documentation to find the maintenance information needed for complex industrial equipment. Documentation was fragmented across filing cabinets, shared drives, outdated intranet portals, and individual technicians' personal notebooks — with no unified search capability.

The multilingual workforce created additional friction. Korean-speaking technicians struggled with English-only OEM manuals, while English-speaking contractors could not navigate Korean-language internal procedures. Critical safety procedures, wiring diagrams, and troubleshooting trees existed in one language but not the other, forcing technicians to rely on bilingual colleagues for translation — adding delays and introducing miscommunication risk on time-sensitive repairs.

THE SOLUTIONHow Sensfix Helped

Sensfix deployed multilingual OCR to digitize thousands of pages of technical documentation — OEM manuals, internal procedures, wiring diagrams, parts catalogs, and safety protocols — into a centralized, searchable knowledge base. The OCR engine handles both Korean and English text, including mixed-language documents, with automatic language detection and cross-language search capabilities so a Korean query surfaces relevant English documents and vice versa.

ComplainAI automated issue routing by classifying incoming service requests based on equipment type, symptom description, and urgency. Each request is automatically directed to the appropriate specialist, with relevant documentation pre-attached — the technician receives the work order alongside the exact manual sections, diagrams, and past repair records needed to resolve the issue, eliminating the search entirely.

THE OUTCOMEMeasurable Results

Search time dropped from 4+ hours to under 1 hour — a 75% reduction that freed service personnel to focus on actual maintenance work rather than document hunting. The multilingual knowledge base eliminated language barriers entirely, with every technician able to access every document regardless of the source language.

Automated routing ensured the right technician received the right information for every service call, reducing misassignment and escalation rates. The centralized knowledge base also captured institutional knowledge that was previously locked in individual technicians' heads, reducing the organization's vulnerability to staff turnover.