Customer ServiceVerified

Schneider Electric deployed an internal AI chatbot called Knowledge Bot that helps customer care representatives quickly find accurate answers to customer queries by searching Schneider's internal documentation. This tool is used by customer-facing employees, not by customers directly.

Details

The Knowledge Bot is a conversational assistant built using Microsoft Azure OpenAI that searches large internal documentation—including product manuals and FAQs—to propose appropriate answers to customer care agents in real time. The tool augments agent capacity by reducing the time spent searching for answers; a human agent still reviews and validates answers before they are given to customers. Schneider Electric publicly announced this tool as part of its Microsoft Azure OpenAI integration in November 2023.

Products affected

Knowledge Bot

Sources & Evidence

News Article

Schneider Electric adds OpenAI to energy and sustainability tool, other products

Facilities Dive·Nov 2023

https://www.facilitiesdive.com/news/schneider-electrics-microsoft-openai-integration-gen-ai/700188/

Company Disclosure

Schneider Electric drives Generative AI productivity and sustainability solutions by integrating Microsoft Azure OpenAI

Schneider Electric·Nov 2023

https://www.se.com/ww/en/about-us/newsroom/news/press-releases/schneider-electric-drives-generative-ai-productivity-and-sustainability-solutions-by-integrating-microsoft-azure-openai-6551d3eacbbacd6fa60f2b03/

Other practices by Schneider Electric

OtherSchneider Electric offers AI-embedded building management solutions, including its SpaceLogic Room Controller, which use AI to autonomously optimize energy consumption in commercial buildings by managing HVAC, lighting, and electrical loads in real time. These products are available to commercial building owners and operators globally.Data AnalysisSchneider Electric offers AI-powered predictive maintenance services under its EcoCare brand and EcoStruxure platform, which monitor sensor data from industrial equipment and electrical assets to detect early signs of failure and recommend maintenance actions before breakdowns occur. These services are available to industrial and data center customers globally.ProductivitySchneider Electric introduced an industrial AI copilot, built with Microsoft Azure AI Foundry, that helps engineers write and validate programmable logic controller (PLC) code for industrial automation systems. The tool was introduced at the Automate 2025 trade show in May 2025 and is integrated into Schneider's EcoStruxure Automation Expert Platform.

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