CLIENT STORY

Bromma leads service operations with AI-powered search and automation

AI Agent enables more uptime, lower cost, and happier engineers

Bromma STS45E spreader

The challenge: legacy systems slowing down service engineers 

Bromma is a global leader in manufacturing crane spreaders for harbors and port terminals. Their success isn’t just about building high-quality machinery – it’s about ensuring seamless support when service issues arise. But outdated systems were making that increasingly difficult.

Their internal system for logging and diagnosing quality issues, dating back to the early 2000s, was both complex and inefficient. Information was fragmented, with critical service details and history located in unstructured data fields in the legacy database. The system’s limited search capabilities meant that engineers had to manually search through past reports, relying on their experience to find relevant solutions.

The solution: AI-powered agent to assist service engineers

To tackle these inefficiencies, Bromma partnered with Recordly and Futurice to implement a retrieval-augmented generation (RAG) agent – a game-changing generative AI solution designed to streamline service operations.

To ensure seamless interaction, the solution includes a user-friendly interface, allowing service engineers to engage directly with the AI agent through natural conversation. This intuitive design ensures that engineers can quickly access the insights they need, improving efficiency and decision-making.

By leveraging natural language processing and intelligent search, the agent processes Bromma’s quality service reports (QSRs) and extracts relevant data points, answering key service questions instantly:

  • What was the issue reported in this QSR?
  • Was the issue resolved?
  • If yes, what was the solution?

The data pipelines extract and process the data into a format the agent can read and ensure that engineers can now use simple, natural-language queries to retrieve the most relevant cases. Instead of manually searching through legacy reports, now they can simply ask:

  • Have we encountered issue X before?
  • How do I resolve issue X?

The agent doesn’t just retrieve data - but it also generates step-by-step diagnostic instructions and on-site testing procedures, helping engineers resolve issues faster and more effectively.

“With AI-powered search and automation, we’ve transformed how our service engineers access critical insights. Some QSRs were really challenging to find, if at all, and now all of this information is quickly available with low effort. This frees up time for problem-solving and customer support.”

– Joakim Heijbel, Digitalization and Sustainability Director, Bromma

Behind the scenes: the cloud-powered infrastructure

Built on Google Cloud Platform, the solution harnesses modern technologies and language models to power its operations. It integrates Google BigQuery, Google Dataform, and Google Cloud Run to efficiently process, store, and serve data in the correct format for the RAG agent.

The solution leverages Google Gemini as the primary LLM for the user interface, while multiple models operate in the background to retrieve documents and rank search results based on relevancy.

Users are guided through the functionalities of the RAG agent with built-in prompting instructions within the application. Additionally, the agent provides curated suggestions when user inputs are too vague. The user can also be prompted to filter the search conditions of the search.

Bromma STS spreader

The impact: faster resolutions, smarter workflows

The AI-powered agent was recently rolled out successfully, and while the long-term ROI is still being measured, early feedback from key users - including IT stakeholders and service engineers - has been overwhelmingly positive.

By eliminating tedious manual searches and empowering engineers with fast, AI-driven, insights, Bromma has transformed its service operations - saving time, reducing downtime, and ensuring a more seamless customer service experience.

Key outcomes

Faster issue resolution

Service engineers can now retrieve relevant cases quickly.

Knowledge sharing

Enabling spread of quality knowledge around the globe without delay.

Scalable and future-proof

Automation eliminates inefficiencies in the service process.

Reduced dependency

on knowing the exact characteristics of the internal system. Engineers can input queries more freely without having to think about formatting.

“Before, finding past cases felt like searching for a needle in a haystack. Now, I can just ask the AI agent, and it retrieves the most relevant cases instantly. It’s like having an experienced colleague available 24/7.”

– Harry Balman, Technical Support Engineer, Bromma

Ready to unlock service efficiency in your organization? 

Recordly helps businesses like Bromma leverage AI for real business impact. By seamlessly integrating intelligent automation with existing systems, we drive productivity across industries. 

Find out more

Further reading

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