TKE Partners With Microsoft for Agentic AI

TK Elevator (TKE) is collaborating with Microsoft to deliver a new AI-supported service model for elevator service, support and maintenance. By connecting proprietary data, operational workflows and technician experience globally with new agentic AI modules, TKE is able to analyze and share knowledge and service-relevant insights more efficiently throughout its technician community. In the U.S., a pilot in 2025 reduced roughly 20,000 unplanned service visits and callback rates by more than 40%, where structured Digital Operations Centers (DOCs)-supported interventions were executed. Improved customer satisfaction during the pilots led to a 33% decrease in cancellation rates. The new service delivery model is supported by regional DOCs, TKE’s global engine for scaling digital service excellence, supporting field service technicians in their daily job. DOCs utilize AI agents to transform raw data into operational playbooks to improve unit performance and accelerate service resolution. The value of leveraging AI is integrating TKE’s deep domain knowledge broadly into the service organization. Built on Microsoft Azure AI and agent platform, with Databricks on Azure and TKE’s MAX digital platform for smart monitoring, maintenance and control, the system applies AI to generate relevant insights for service operations, conducts portfolio analytics, remote resets and digital inspections to enhance service quality globally. The company currently has eight DOCs in operation with more planned this year. Demos will launch at Hannover Messe on April 20-24 in Hall 17, stand G06.