Document Retrieval and Assistance for Technical Manuals
Client
Enterprise communications
Sector
IT Services
Revenue
€ 3.3 B (2024)
Client
Enterprise communications
Sector
IT Services
Revenue
€ 3.3 B (2024)
From challenge...
Improve call center performance:
- Increase the number of tickets resolved remotely
- Reduce the number of on-site operator visits
...to result
10% fewer on site interventions and a 15% reduction in average ticket resolution time.
From challenge...
Improve call center performance:
- Increase the number of tickets resolved remotely
- Reduce the number of on-site operator visits
....to result
10% fewer on site interventions and a 15% reduction in average ticket resolution time.
The solution
Chatbot that helps call center operators find answers inside printer technical manuals, using only the selected knowledge base. Operators choose the printer model and language, then receive conversational, step by step procedures with explanatory images. The platform runs on the customer’s private Google Cloud with RAG on Vertex AI Search, scaling on demand via Cloud Run and securing access with Keycloak and JWT.
Key capabilities:
- Provide precise answers by querying only the selected knowledge base
- Deliver conversational responses by extracting information from technical manuals and returning step by step procedures, enriched with explanatory images
- Provide multilingual answers
- The operator selects the printer model and the answer language
- The chatbot returns guidance that may include images
- At the end, the operator provides feedback on response quality
Technology stack
Stack and business value:
- Google Cloud as the customer private cloud infrastructure hosting the platform
- Google Vertex AI Search to power Retrieval Augmented Generation and deliver accurate responses
- Google Cloud Run to automatically scale according to demand and charge only for actual usage
- Cloud native microservices based architecture to enable modular updates and maintenance without downtime
- Keycloak integration for centralized authentication via JWT tokens to protect access to services