Prevas strengthens customer support with AI assistance
For industrial clients, uptime and fast resolution are non-negotiable. Prevas is integrating AI into operations and support to improve delivery quality while making life easier for support teams.
The AI layer gives agents instant access to knowledge from past cases, documentation, and system logs. That means fewer manual searches, faster triage, and more consistent fixes across production-critical IT environments worldwide.
"Our customers should be able to focus on their core business, while we ensure their systems run smoothly around the clock. With AI, we can become even more proactive and efficient," says Johan Lindqvist, Business Region Manager at Prevas.
The result: routine information handling and documentation can be automated. Teams spend less time chasing context and more time solving real problems.
"We no longer need to keep everything in our heads all the time. It reduces stress and allows us to focus on issues that really require human judgment. It's like having an extra colleague who always knows where to find the right information," says Mats Jansson, operations and support at Prevas.
What this means for support teams
- Faster first response: retrieve relevant fixes and logs in seconds.
- Consistent knowledge reuse: fewer repeat mistakes, better adherence to known-good solutions.
- Lower cognitive load: AI handles lookups and summaries; humans handle judgment calls.
- Smarter prioritization: urgent and high-impact cases rise to the top quickly.
- Cleaner documentation: automated notes that are easier to review and audit.
How Prevas is rolling it out
- Immediate uses: quick retrieval of past solutions, rapid compilation of case context, and better task prioritization.
- Integration plan: connect AI to more systems so recommendations become more accurate and adaptive.
- Next step: automate more of the workflow-case intake, prioritization, and AI-driven monitoring that flags anomalies before operations are affected.
"It's not about replacing our people, but about strengthening the team's overall capacity. This way, we can deliver even more value to our clients-without increasing the workload for our employees," says Johan Lindqvist.
If you're considering a similar move
- Aggregate your knowledge sources (tickets, wikis, SOPs, runbooks, logs) and make them searchable.
- Start with retrieval and summarization to boost first response and reduce handle time.
- Automate low-risk steps (case notes, duplicate detection, suggested responses) before touching approvals or deploys.
- Set guardrails: data access rules, audit logs, and human review for changes in production.
- Train teams on prompt patterns and escalation rules so AI suggestions slot into existing workflows.
- Track impact with clear KPIs: MTTA, MTTR, reopen rate, backlog age, and documentation completeness.
For background on applying AI to operations, see an overview of AIOps. If you want practical upskilling for support roles, explore AI courses by job.
Contacts
Johan Lindqvist, Regional Manager Mid, Prevas AB
Mobile: +46 76 823 10 10, E-mail: johan.lindqvist@prevas.se
Annica Almfors Bergström, Service Delivery Manager, Prevas AB
Mobile: +46 72 207 64 66, E-mail: annica.almfors.bergstrom@prevas.se
About Prevas
Prevas is a development hub for product and production development, combining technical expertise with business insight to create continuous innovation-good for people, planet, and profit. Founded in 1985, the company employs 1,100 people across Sweden, Finland, Denmark, and Norway, and has been listed on NASDAQ Stockholm since 1998. Learn more at www.prevas.com.
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