AI on the Front Line: How Translogic Tech Support Uses AI to Solve Issues Faster
For tech support teams handling complex equipment, the difference between a three-hour troubleshooting session and a three-second answer often comes down to one thing: whether the right knowledge is accessible at the right moment.
Senior Tech Support Specialist Mike Lilja at TransLogic, a Swisslog Healthcare company, has seen that shift happen firsthand. With Neuron7 integrated directly into Salesforce, his team now resolves issues faster, builds a shared knowledge base in real time, and spends less time searching and more time solving. In this Q&A, Mike shares what changed and why it matters.
Part of a series on how TransLogic transformed service with AI. Read the full story: What Happens When Kevin Leaves?
Q: Could you describe your background in tech support and how you got started?
A: I’ve worked at Swisslog for almost 20 years and have been in tech support for almost 10 years. I worked my way up to Senior Tech Support Specialist because I knew the processes and procedures, and troubleshooting just felt like a natural fit.
Q: What’s the most satisfying part of your job?
A: It's got to be helping customers. Most customers are willing to work with us over the phone to troubleshoot which saves us from dispatching a technician for every call, which just isn’t necessary. Only about 15% of our calls actually require dispatches.
"Trust it. I was skeptical at first too, but once I started using Neuron7, I realized how helpful it is. It’s easy to use and makes the job easier, so I’d encourage them to give it a try."
Q: How has your role evolved over the last decade?
A: One thing that’s evolved is our documentation. Our manuals used to be 20 years old, with outdated part numbers and troubleshooting processes. Now they’re updated regularly. Neuron7 has also been a big help there.
If I’m stuck, I’ll type the issue into Salesforce to see if there’s a Neuron7 entry for it. It’s made my job easier, especially since I can access equipment in the training lab across the hall to replicate customer issues.
Q: How important is it for Neuron7 to be integrated into your Salesforce dashboard?
A: Very important. I use Salesforce every day, so having Neuron7 integrated means I don’t have to open another program. If it weren’t integrated, it would feel cumbersome, and I’d be less likely to use it.
Q: How do you use Neuron7 to share resolution knowledge with your team?
A: If I see something I haven’t encountered before, I’ll be sure to create an entry for it so the knowledge is available for others.
Q: How has Neuron7 helped with challenges you face in your day-to-day?
A: When Neuron7 was first introduced, I was skeptical because it took time away from calls to create entries. But once the knowledge base grew, it became a great resource.
Q: What advice would you give to tech support just starting out with AI tools like Neuron7?
A: Trust it. I was skeptical at first too, but once I started using Neuron7, I realized how helpful it is. It’s easy to use and makes the job easier, so I’d encourage them to give it a try.
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