Enterprise Knowledge Chatbot
Global Industrial Equipment Manufacturer (Fortune 500)
The Challenge
A Fortune 500 industrial equipment manufacturer with 45,000+ employees across 12 countries faced a critical knowledge management crisis. Their engineering and service teams spent an average of 2.5 hours per day (30% of their workday) searching for information across disconnected systems—SharePoint sites, legacy documentation systems, product manuals, and tribal knowledge locked in email threads.
New technicians took 6-9 months to become productive, and institutional knowledge was walking out the door as experienced engineers retired. The company estimated they were losing $18M annually in productivity due to information fragmentation.
The Approach
PRR deployed an Enterprise Knowledge Assistant using Azure AI Foundry with a secure RAG architecture:
- Connected 14 enterprise data sources including SharePoint, Confluence, ServiceNow, SAP documentation, and 2.3M historical support tickets
- Implemented document-level access control ensuring users only see information they're authorized to access
- Integrated via Microsoft Teams and Copilot Studio for seamless adoption within existing workflows
- Custom-trained embeddings on industrial equipment terminology and part numbers for high-precision retrieval
Architecture
The Impact
| Metric | Before | After | Improvement |
|---|---|---|---|
| Time to find information | 2.5 hrs/day | 0.4 hrs/day | 84% reduction |
| New hire ramp time | 7 months | 3 months | 57% faster |
| First-call resolution rate | 62% | 89% | +27 points |
Tech Stack
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