The client is a leading wireless retailer in the United States, offering a wide range of mobile devices, accessories, and services.
With a strong focus on personalization and customer care, they deliver tailored solutions and exceptional experiences, helping people stay connected with the right technology.
The organization faced critical challenges in how employees accessed information. The existing system, built on a complex, multi-level tree structure, required manual searches through hundreds of documents. This resulted in a significant amount of time and training being needed.
To add to the complexity, resources were stored on both the company's resource center and a third-party application, making information retrieval more cumbersome.
Additionally, the existing system's constant reliance on external systems meant its knowledge base was constantly expanding, necessitating a user-friendly and highly scalable solution.
To address the client’s challenges, we delivered two powerful AI-driven capabilities: Smart search and a chatbot.
The smart search feature enabled employees to quickly find documents using keyword-based queries, thereby reducing the need for complex navigation. It supported multiple formats, including PDF, DOCX, and image, and was designed with the flexibility to accommodate other formats in the future.
The chatbot provided a conversational interface where employees could ask queries and receive concise, validated responses, along with links to the source files.
Our custom backend supported both mobile and web applications, enabling field employees to retrieve information from any device.
Since the platform was shared across partner companies, we implemented a robust security protocol guaranteeing that users could only access their company-specific documents.
Most importantly, the solution could adapt to an agentic approach in the future to accommodate the client’s ever-expanding knowledge base.
