How TECO opened years of product know-how – to customers and its own team

Know-how sat with a few people. Support kept repeating itself.

Tecomat builds control systems and PLCs with a broad portfolio grown over decades. So did the mountain of technical documentation and know-how – spread across manuals and the heads of a few key experts.

The information existed, but it wasn't easy to find. Customers kept asking the same things and relied on a few specific experts, which overloaded technical support. Scaling help without growing the team got harder and harder.

• A large volume of documentation and know-how scattered across sources
• Customers repeatedly asking the same questions
• Valuable know-how concentrated in a small number of people
• Technical support repeatedly overloaded
• No way to scale support without hiring

One assistant over approved docs. For the team and customers.

TechBuddy connected TECO's approved internal documentation into a single AI assistant. It doesn't pull random content from the internet – it works only with verified company sources and links every answer to a specific document.

There was no need to rewrite documentation or touch critical systems. TechBuddy read what already existed and made it available to the internal team and to customers after login at ai.tecomat.cz.

From approved docs to a searchable assistant

Faster answers. Knowledge available to everyone.

After launch, assistant usage grew 7×. A group of active users formed – some customers adopted self-service quickly, while others still value personal contact.

The assistant handles routine questions on its own, freeing experts for the harder cases. Customers find product specs, configuration steps, and technical documentation faster – without waiting for support.

The benefit spills over into sales: reps navigate the portfolio faster and prepare quotes more independently. For TECO, the assistant is the foundation for further AI initiatives – including the POPT-AI concept for handling inquiries.