Auto Giant Boosts Productivity and Security with Netwoven AI

Challenges

The company was suffering from decreased user productivity due to a lack of information integration across their major technology platforms. Having timely, secure access to the information scattered throughout the company’s estate proved challenging. As a result, the internal support operations help desk was overwhelmed with requests for critical corporate data. How could the firm optimize internal support operations by providing employees with an efficient, self-service platform that would empower users to independently resolve queries and reduce dependency on the help desk?

Key capabilities of the solution would include seamless, continuous ingestion, indexing, and surfacing of critical corporate information. To add to the complexity, this information was to be accessed by specific user groups, e.g., associates and contractors, requiring a high degree of security controls to be embedded in the platform.

Critical requirements included:

• Automatic identification and collation of information from documents hosted in multiple repositories e.g., SharePoint Online, ServiceNow, etc., in a single interface.
• Role-based access controls to ensure that contractors and associates can only view relevant content, safeguarding sensitive data.
• Cross-functional workspaces for internal usage were difficult to secure e.g., information in ServiceNow.
• Information needed to be extracted based on additional metadata. For example, HR policy documents can be different in different states/countries, and it had to be presented to the users based on their geo-location.
• Other capabilities were needed during response based on information-type and user role.

Solution

Using our proven delivery methodology Netwoven undertook a detailed assessment of the current and future needs of the client user community. By conducting workshops and pilot programs, Netwoven included the IT Organization’s ultimate customers in the process, resulting in accelerated adoption and time to value.

Critical user requirements uncovered during this process included:

• Need for a strong, intuitive user interface, integrated into current applications including SharePoint and Teams
• ChatGPT capability for response generation
• Integration to existing and future content libraries, lists (FAQ/Glossary) and pages
• Connectors to extract content from ServiceNow and SharePoint
• Intermediate storage using Azure table storage and blob storage
• The chat interface stores the chat history of the last 30 days. Users can open the chat from history and continue from there.
• A feedback and rating system to gather user feedback for continuous improvement
• User roles and permissions across applications

Benefits

• Rapid time to value via 8-week platform implementation.
• Post implementation support ensured zero disruption to business operations

The deployment of this platform represented a strategic investment that transformed business interaction and operational processes.

• Increased employee productivity for specific tasks by 30%
• Decreased Support ticket volume by 40%
• Improved security for sensitive data accessible by employees and ecosystem partners
• Used as proof point for corporate wide adoption of AI
• Platform enhancements now enabled by User Insights

Please feel free to contact us for further details or any clarification.