AI on the frontline: How TransLogic tech support uses AI to resolve issues faster
A conversation with Mike Lilja, Senior Tech Support Specialist at TransLogic
For technical 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.
Could you describe your background in tech support and how you got started?
Mike Lilja: 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.
What’s the most satisfying part of your job?
Mike Lilja: 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."
How has your role evolved over the last decade?
Mike Lilja: 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 Our manuals used to be 20 years old, with outdated part numbers and troubleshooting processes.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.
How important is it for Neuron7 to be integrated into your Salesforce dashboard?
Mike Lilja: 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.
How do you use Neuron7 to share resolution knowledge with your team?
Mike Lilja: 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.
How has Neuron7 helped with challenges you face in your day-to-day?
Mike Lilja: 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.
What advice would you give to tech support just starting out with AI tools like Neuron7?
Mike Lilja: 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.
What to read next:
Want to learn more about TransLogic's AI transformation?
Read the full TransLogic story: What happens when Kevin leaves?
Read Part 1: AI on the frontline: Troubleshooting field service with AI at TransLogic
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Frequently asked questions
Neuron7 differs from other AI tools for service by building a Service Expertise Graph from actual case history rather than searching documents and surfacing suggestions. Resolution guidance is deterministic and grounded in fixes your team has already performed. Neuron7 also predicts failures before they happen and improves with every case closed.
No. Neuron7 does not replace existing CRM or ticketing systems like Salesforce, ServiceNow, or SAP. Instead, it operates as a resolution intelligence layer on top of those systems, adding service expertise and resolution intelligence that those platforms do not natively provide.
Neuron7 deployment typically takes weeks, not months. Most customers are running pilots within weeks of kickoff, starting with the highest-volume product lines and failure patterns before expanding across the installed base.
Neuron7 connects to existing systems through direct integrations with Salesforce, ServiceNow, SAP, Microsoft, and most major CRM and FSM platforms. Pre-built connectors require no custom development and no IT project. Technicians and agents continue working in the tools they already use, with Neuron7 surfacing guidance in their existing workflow.
Neuron7 is purpose-built for Fortune 1000 enterprises that manage complex technical equipment at scale. This includes medical devices, high-tech manufacturing, industrial systems, payment technology, and telecom organizations. Most customers have 1,000 or more service technicians operating across multiple regions or product lines.
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