What challenges did Sandvik face before AI implementation?

Rapidly evolving manufacturing complexity and technology skill gaps. High demand for speedy technical support and multilingual documentation. Need for consistent knowledge-sharing across global operations. Desire to reduce wasted time in issue resolution for employees and customers.

What was the impact of the AI solution?

Users save 20-30% time on typical support tasks; up to 50% time savings on new/unknown issues. Language barriers significantly reduced for global teams and clients. 400,000+ users expected to benefit from Copilot-powered knowledge access. Enhanced access and collaboration across manufacturing processes.

Source

MicrosoftLive source

Sandvik Accelerates Manufacturing Knowledge and Technical Support with AI Copilot

Use case typeStudent supportUpdated Jun 13, 2026

Swedish manufacturer Sandvik has deployed an AI-powered Manufacturing Copilot, underpinned by Microsoft Cloud for Manufacturing, Azure OpenAI Service, and Azure AI Search. The proprietary Copilot, accessible to both employees and customers, allows users to query company knowledge in natural language, streamlining technical support and product information across 19 languages. Integrated into several CAD/CAM software brands, the Copilot enables global collaboration, reduces issue-resolution time by up to 50%, and supports the next generation of workforce by minimizing language barriers and centralizing technical documentation in manufacturing environments.

Organization: Sandvik
Industry: Manufacturing
Location: Sweden
Published: May 2025

Reported outcomes

−50%

timeTime & speed

−30%time

Strategic outcomes

New product / capabilityLaunched an AI-powered manufacturing copilotCustomer experience & trustImproved multilingual technical support accessSpeed & agilityStreamlined issue resolution workflowsScale & capacityExpanded knowledge access for global users

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1AI knowledge agent
2technical support automation
3multilingual support document retrieval

Rapidly evolving manufacturing complexity and technology skill gaps.
High demand for speedy technical support and multilingual documentation.
Need for consistent knowledge-sharing across global operations.
Desire to reduce wasted time in issue resolution for employees and customers.

Developed and deployed Manufacturing Copilot with Azure OpenAI and Azure AI Search.
Integrated the Copilot into branded CAM software supporting 19 languages.
Centralized product documentation, support files, and knowledge base within the Copilot.
Enabled end-users and staff to access proprietary know-how in natural language queries.

Technologies

Azure OpenAI Azure AI Search Microsoft Cloud for Manufacturing Copilot

Users save 20-30% time on typical support tasks; up to 50% time savings on new/unknown issues.
Language barriers significantly reduced for global teams and clients.
400,000+ users expected to benefit from Copilot-powered knowledge access.
Enhanced access and collaboration across manufacturing processes.

Architecture

Sandvik’s Manufacturing Copilot is built on Microsoft Cloud for Manufacturing with Azure OpenAI Service and Azure AI Search. The Copilot serves as a shared service, integrated into various CAM software brands, and draws on proprietary knowledge bases, product documentation, support files, and technical media available in multiple languages. The system is centrally managed and extended to global users for technical support and real-time guidance.

Sources & evidence3

Live sourceStill referenced

The case's original source is still reachable.