Case Study: MTC Flextek Uses AI to Solve Real-life Support Problems

MTC Flextek is a Finnish company specializing in delivering advanced industrial solutions, including machine tools, , automation and robotics systems, plastic injection molding machines, and accessories.

With a focus on boosting efficiency and productivity, they offer complete solutions from machinery supply to comprehensive support services such as design, installation, and after-sales maintenance. Serving diverse industries, MTC Flextek helps businesses streamline their operations and achieve demanding production goals.

Sometimes, the simplest changes have the biggest impact. That's what MTC Flextek discovered when they introduced spogen.ai's Tech Assistant into their technical support workflow. They were already familiar with AI, but this was the first time it was directly applied to support their field operations, specifically for Okuma machines.

The Challenge

The challenge wasn't a lack of information. It was that information was buried in thousands of pages of documents, scattered across different PDFs and manuals. A single machine could come with over 20 documents and thousands of pages. Finding the answer to a technical question was no simple task. You had to know exactly where to look.

Enter Tech Assistant

Kalle Ahoniemi, responsible for projects and IT at MTC Flextek, sums it up: "When you're dealing with hundreds or even thousands of files, a basic search isn't enough. You need to understand the concept, not just the keywords."

That's where Tech Assistant came in. Instead of digging through files, support teams started asking simple, natural questions. How does this function work? What's the right parameter for this setting? Tech Assistant found the answers quickly, even linking directly to relevant electrical diagrams and images when needed.

"One of the biggest surprises was how well it works with visual content. It doesn't just search words; it helps find information even within images," Ahoniemi noted.

Rollout and Impact

The rollout started with a pilot in early 2025. By May, the whole support organization was using it. The team expanded the pilot to cover more machine types, unlocking additional use cases. Even though they're still in the early days, it's already clear: this tool is changing how they work.

No extra document preparation was required. They simply fed the system their existing materials in English. The result? Quicker answers, less frustration, and happier technicians who spend less time searching and more time solving. The positive results and saved time have MTC Flextek now considering extending the use to more machine types and brands. Letting customers access the system directly is also on the roadmap. But for now, the focus is on making life easier for the dedicated teams who ensure an excellent customer experience at MTC Flextek.

As Ahoniemi puts it: "It’s exciting to see and experience what AI can really do. This goes well beyond simple searches and saves us and our customers’ valuable time. With Tech Assistant, we can find what we’re really looking for in the right context.”

Find out more about MTC Flextek’s services and expertise: https://mtcflextek.fi/en/