Overview
A leading energy-focused non-profit organization aimed to improve its customer support and internal knowledge management by implementing an AI-powered Knowledge Assistant. The organization provides expert advice and services to individuals, businesses, and government entities to promote energy efficiency and sustainability. To enhance the accessibility and accuracy of its information delivery, the non-profit partnered with VE3 to deploy an AI-driven solution that seamlessly integrates with its existing digital ecosystem.Â
Challenge
The organization faced several operational challenges:Â
Fragmented Information Access
Data was dispersed across multiple platforms, including WordPress CMS, Microsoft SharePoint, Office 365, CRM systems, and internal applications.
Inefficient Customer Support
Customers and contracted advisors struggled to find accurate information quickly, leading to delays and inconsistent responses.
Compliance and Security Requirements
The organization needed a solution that adhered to GDPR, HIPAA, and the EU AI Act.
Multilingual and Accessibility Needs
The AI solution had to support multiple languages and comply with accessibility standards such as WCAG and Section 508.
Approach
VE3 designed and implemented a customized AI Knowledge Assistant through a structured five-phase approach:Â
Established clear objectives, refined requirements, and developed a comprehensive project plan.Â
Designed a robust architecture that integrated seamlessly with the organization’s existing digital assets, incorporating NLP customization for complex queries and role-based access controls.Â
Conducted unit testing, system integration testing, user acceptance testing, and accessibility compliance checks.Â
Deployed the AI Assistant on the organization’s Azure cloud infrastructure and provided extensive training for internal teams and contracted advisors.Â
Launched the system with dedicated post-implementation support, performance monitoring, and scheduled maintenance updates.Â
Results
Enhanced Information Retrieval
The AI Knowledge Assistant reduced query resolution time by 40%, improving response accuracy and consistency.Â
Improved Customer Satisfaction
Surveys indicated a 35% increase in user satisfaction due to faster and more relevant responses.Â
Seamless Integration
The AI seamlessly connected with existing CRM, intranet, and document management systems, optimizing workflows.Â
Regulatory Compliance
Successfully met GDPR, HIPAA, and EU AI Act requirements, ensuring secure and compliant data handling.Â
Continuous Improvement
Monthly review meetings and an annual renewal process allowed for iterative enhancements based on user feedback.Â