Case Study: Siemens Healthineers boosts self-service support with Sinequa AI-powered search

Siemens Healthineers handles 200 million self-service queries a year with Sinequa

Siemens Healthineers, a major industrial manufacturing company, faced the challenge of providing seamless access to technical documentation across hundreds of products for its customers, partners, and 200,000 employees. The company needed a search solution capable of delivering instantly relevant results from a vast repository of over 20 million pieces of content. To address this, they turned to the vendor Sinequa and its AI-powered search solution.

Sinequa implemented its search platform as the backbone of the Siemens Industry Online Support (SIOS) self-service portal. This solution provided a single access point for customers to find accurate information, significantly reducing operational support requirements. The results were substantial: the portal now handles over 200 million customer self-service queries annually, which has decreased service calls and increased customer satisfaction. Siemens estimates the solution saved them $1.9 million by avoiding the need for 16 additional call centers.

Siemens Healthineers