TK Elevator partners with Microsoft to bring agentic AI to the elevator industry, transforming customer experience and service

Düsseldorf (Germany), April 17, 2026 – TK Elevator (TKE), a global leader in vertical transportation and urban mobility solutions, is collaborating with Microsoft to deliver a new AI-supported service model for elevator service, support and maintenance. By connecting proprietary data, operational workflows, and technician experience globally with new agentic AI modules, TKE is able to analyse and share knowledge and service-relevant insights more efficiently throughout its technician community.

This drives significantly better customer outcomes: In the United States alone, a pilot in 2025 reduced roughly 20,000 unplanned service visits and callback rates by more than 40%, where structured Digital Operations Center (DOCs) supported interventions were executed. Improved customer satisfaction during the pilots lead to a 33% decrease in cancellation rates.

“The experience and capabilities built in a 10-plus years collaboration with Microsoft has enabled TKE to now make use of the latest emerging technologies such as Agentic AI. Combining the TKE, Microsoft and Databricks competencies and tools has enabled us to take our service workflow and digital solutions to the next level,” said Matthias Gohl, CDO at TK Elevator. “Our efforts are designed to ensure that AI is integrated into our applications and operational processes in a value creating way, from service flows to product features. Advanced markets such as the United States, Korea, Brazil and Germany are already benefiting from this technology. By embedding agentic AI into our operations, we endeavor to deliver increased elevator uptime, faster resolution of incidents, and better experiences for our customers.”

The new service delivery model is supported by regional Digital Operations Centers (DOCs), TKE’s global engine for scaling digital service excellence, supporting field service technicians in their daily job. DOCs utilize AI Agents to transform raw data into operational playbooks to improve unit performance and accelerate service resolution. The value of leveraging AI is integrating TKE’s deep domain knowledge broadly into the service organization. Built on Microsoft Azure AI and agent platform, with Databricks on Azure and TKE’s MAX digital platform for smart monitoring, maintenance and control, the system applies AI to generate relevant insights for service operations, conducts portfolio analytics, remote resets and digital inspections to enhance service quality globally. The company currently has eight DOCs in operation with more planned this year.

“TK Elevator’s integration with Microsoft Foundry has helped it imbed AI across its product and service offerings, to create a step change in customer experience. The result underscores TK Elevator’s innovation leadership - delivering a fit-for-purpose agentic AI approach to service delivery, empowering field technicians to move beyond,” said Dayan Rodriguez, CVP Global Manufacturing & Mobility.

“TK Elevator shows how connected assets, unified data, and agentic AI can transform industrial service at scale,” said Dayan Rodriguez, CVP, Global Manufacturing & Mobility, Microsoft. “By connecting elevators to the cloud and using AI agents to turn insight into action, TKE is moving from reactive maintenance to intelligent operations, driving higher uptime, stronger technician productivity, and a better customer experience.”

Visit TK Elevator at Hannover Messe from April 20-24 in Hall 17, stand G06 to experience how AI-powered digital and best practices could be applied to support your field and service actions.

Additional information can be found here.

PRESS IMAGES
can be downloaded here (Source: TK Elevator).

ABOUT TK ELEVATOR
TK Elevator (TKE) is a global leader in vertical transportation and urban mobility. We provide engineering that keeps the world moving, including design, installation, and maintenance of elevators, escalators, walkways, lifts, passenger boarding bridges, stairlifts, platform lifts and home elevators – including multi-brand modernization and service any place, any time. With TK Elevator’s AI and digital solutions there are no longer any limits to urban mobility. TK Elevator became independent following its separation from the thyssenkrupp group in 2020. The company achieved sales of €9.2 billion in fiscal year 2024/2025. With around 50,000 employees, 25,000 service technicians and over 1,000 support centers globally, we are moved by what moves people. TKE – Move Beyond.