How much time support teams lose searching for information – and how AI can help

Technical support teams know their stuff. But they still waste hours every week trying to find the right document, the right version, or the right checklist.

The info exists — that’s not the problem.

The problem is access.

It’s not where it needs to be, or in a format that makes sense in the moment.

What the numbers say

• Workers spend an average of 1.8 hours per day searching for information, according to McKinsey.
• It takes 18 minutes on average to find a single document (Gartner, via M-Files).
• 2.5 hours per day are lost to searching, per IDC.
• In technical teams, up to 50% of time can go to information-related tasks.

This is wasted time. And when downtime is expensive, that’s a cost no one wants.

The good news: studies suggest that AI adoption in industrial sectors can significantly reduce this waste. Accenture estimates that AI could add $3.78 trillion in value to manufacturing by 2035 — mostly by improving productivity, not replacing people.

This isn’t about automation for the sake of it. It’s about removing friction so experts can focus on solving, not searching.

Real situations we see

• Users skipping the manual and just calling for help
  
• Support teams answering the same issues over and over
• A technician flipping through PDFs while a machine is down
• Unclear or outdated instructions creating delays
  

This isn’t because people don’t care. They just don’t have a better way. Tech Assistant was built for this exact scenario. It’s designed for support teams, dealers, and technicians working with heavy machinery.

Where Tech Assistant fits in

It helps you:

• Find technical info instantly, across thousands of documents
  
• Reduce service lead times
  
• Reduce the mental load — no need to guess correct search terms, just ask in natural language
  
• Lower the language barrier and training needs — search in any language regardless of document's language
• Support users even offline

Unlike generic chatbots, Tech Assistant doesn’t guess. It only gives results from your original documentation. No hallucinations. No made-up answers.

How it works with your current setup

Tech Assistant is easy to deploy. Simply upload your existing documents — manuals, procedures, anything you have. The system then indexes them, making your information quickly searchable and accessible.

It runs on any standard device (laptops, tablets, phones, etc...) and doesn’t require complex setup or onboarding.

You can start small — one team, one document set — and scale as needed.

The impact: Faster, leaner support

Support becomes faster. Repeat issues are handled before they escalate. And technical experts can focus on solving, not searching. You get a lighter support load, better machine uptime, and less frustration.

You also unlock valuable usage statistics, highlighting exactly where training or documentation can be improved for even greater efficiency.

How AI helps when it’s invisible

At spogen.ai, we believe AI should support people — not replace them or overcomplicate the work.
Tech Assistant gives your existing knowledge a voice. And it’s available when people actually need it.