iiRDS for a better support experience

A dynamic intelligent content graph based on iiRDS has the potential to deliver targeted support for service technicians. A use case.

Text by Harald Stadlbauer Helmut Nagy


Figure 1: Use case of a service technician

In this article, we present a proof of concept based on a use case from a multinational corporation. The aim was to enable intelligent information retrieval for detailed questions and problems. This information is based on intelligent content created from structured content enriched by a knowledge graph. The proof of concept looks quite promising and has already led to further developments.

A use case

The Machinery Directive 2006/42/EG as the basis for technical documentation was originally aimed at technical documentation in a handbook structure. Even when written in DITA, documentation that is available only as a handbook or PDF makes search and retrieval difficult for service technicians. As an example, let us take a look at Karl, a support engineer. The hydraulic system of a bolter miner is not working properly, so Karl is called on site. He is new to the product. The manual has ...