Giving staff and customers useful answers without creating another admin queue.

Useful knowledge was available, but accessing it repeatedly depended on people.

Internal teams were interrupted by recurring questions while customers contacted staff for routine updates. Traditional FAQ bots were too rigid when a request did not match a predefined script.

What we implemented

We connected AI assistants to controlled knowledge sources and, where appropriate, business systems. This allows contextual answers and can extend into actions such as checking an order, explaining its status or gathering details for a new enquiry.

• Internal assistants for policies, procedures and products
• Customer-facing conversational assistants
• Order-status and progress lookups
• Capture and qualification of customer enquiries
• Escalation when the assistant should not answer
• Role-based access to internal information
• Logging and controls around sensitive interactions

Security and sensitive data

Security was treated as part of the workflow design. Public and private knowledge were separated, access was restricted according to the user and use case, only necessary information was exposed to the AI, and sensitive or uncertain requests could be escalated to an authorised person.