Microsoft says AI agents help TK Elevator service technicians

Microsoft says TK Elevator uses an agentic AI application, created with Microsoft Foundry and Azure OpenAI in Foundry Models, to guide technicians before maintenance visits. Through a phone or tablet, they can see which elevator to service, its floor, the reported issue, the tools to bring and the equipment’s service history. After the job, another voice agent asks questions, records the answers and requests more detail when needed, without requiring the technician to write or type.

The system uses a digital foundation TKE has developed over a decade by connecting elevators and escalators to a secure cloud and bringing together equipment data, service information and technical documentation in Microsoft Azure. Microsoft says TKE has 25,000 technicians caring for 1.4 million units worldwide; the company says its equipment carries 1.5 billion passengers a day. Technician Torben Teichmann said the AI works like a companion that gives advice at the job site.