“It will become second nature to go to Korra instead of picking up the phone or sending an email…the vast majority of issues will be resolved through Korra.”
Overview
Wedge, part of United Rentals’ Advanced Solutions Group, develops smart construction technologies for climate and equipment control, serving industries like construction and agriculture. Cheryl Beale, tasked with improving Wedge’s knowledge base, identified key gaps in their current system that limited media support, scalability, and advanced features like AI integration.
Challenges
Wedge’s existing knowledge base lacked critical features for effective user support, such as:
Limited media upload capabilities, hindering robust training content
Cumbersome interface and scalability issues
Lack of AI-powered assistance, essential for efficient troubleshooting
Absence of SSO to securely route users to the correct knowledge base: with internal users needing access to more sensitive information
Solution: Korra’s Knowledge Platform
Korra’s AI-enhanced knowledge management platform addressed these needs by:
Supporting rich media content
Providing a scalable, user-friendly interface, GPT-like capabilities, and SSO integration
Offering tailored knowledge paths for internal and external users, enhancing user experience and troubleshooting efficiency
“Korra will be able to resolve 70% to 80% of users’ basic troubleshooting needs without sending us an email – and I consider that a win.”
Use Cases & Outcomes
Internal Users: Field technicians and managers accessed Korra to streamline troubleshooting and training, reducing repetitive support tasks.
External Users: Site supervisors and contractors used Korra to resolve on-site issues independently, cutting reliance on direct support.
“Korra is really helping to reduce the amount of time it takes to onboard a user…new hires get some of their time back by getting answers from Korra instead.”
Results
80-90% reduction in basic troubleshooting queries
Increasing external engagement, with internal utilization leading adoption
Enhanced accuracy in search results, contributing to reliable self-service support
“I haven’t run into any hallucinations…if Korra can’t find an answer, it will come back and say, ‘we don’t have an answer for that,’ instead of making something up.”
Conclusion
Korra has significantly improved Wedge’s knowledge management, driving operational efficiency and scalability while reducing support overhead. In empowering users with accurate, self-service solutions, Korra has delivered measurable business value, enhancing ROI through reduced training costs and lower support demand, positioning Wedge for sustainable growth and self-sufficient support capabilities.
