Background
Policies and process documents were scattered across systems. Employees asked questions via chat groups and phone, and HR and IT handled large volumes of repetitive requests. Reporting requests were queued to the data team with an average two-day wait.
Solution
- Knowledge base: consolidated over 1,200 policy and procedure documents, chunked, vectorised and permission-tagged
- Retrieval-augmented Q&A: answers cite source documents; the agent explicitly declines and escalates when uncertain
- Automation agents: 14 high-frequency request types including VPN access, account provisioning, permission changes and reporting
- Permissions and audit: role-scoped knowledge visibility, full logging of queries and tool calls, human confirmation for sensitive actions
- On-premise: model and data deployed inside the client's network
Outcomes
- 91% accuracy on policy questions, with 100% source traceability
- IT and HR manual tickets down 43%; first response from 40 minutes to under one minute
- Average reporting wait cut from two days to ten minutes
- Passed group information security review with no data leakage incidents