Summary
Sonata Software developed a generative AI-powered engineer assist bot for a European telecom service provider to revolutionize their support documentation search process. The solution enables support engineers to find relevant solution documents using natural language queries, seamlessly integrating with existing document repositories. This intelligent search capability delivered 20% faster access to resolution documents and 15% time savings for engineers while significantly reducing customer wait times.
Client Overview
A UK-based telecommunications company specializing in network services for enterprises, new media providers, and telecom carriers.
Headquarter
London
Employees
2600+
Revenue
£350M
Pressure Points
Support engineers were spending excessive time manually searching for relevant solution documents (SDs) across multiple document repositories. This time-intensive process created bottlenecks in issue resolution workflows, directly impacting customer service quality and satisfaction levels.
Prolonged manual search processes across multiple document repositories
Increased operational effort for engineers
Delayed issue resolution due to inefficient document retrieval
Negative impact on customer experience due to resolution delays
Solutions
Sonata implemented a generative AI-based bot that empowers support engineers to retrieve the most relevant SDs by describing their issues in natural language. This intelligent solution integrates seamlessly with existing repositories and automates search and document mapping to engineer queries.
Users use a web interface to upload legal documents and extraction rules in English
The uploaded legal documents are processed and indexed
Backend engine finds the best matching content from the indexed documents for each element of summarization
Backend engine creates appropriate requests for LLM with the matching content, extraction rules and element of extraction
The generated response is provided to the user as preview
User can trigger a download of the document in desired format
Results that Speak Volumes
Streamlined support engineer workflows and improved operational efficiency
Enhanced customer experience through reduced wait time
Streamlined access to relevant knowledge assets
Reduction manual effort in documentation management
20% faster access to resolution documents
15% time and effort saved for engineers
