Enterprise Knowledge Retrieval and Workflow Automation
Unified internal knowledge retrieval and downstream task automation within a familiar conversational workplace interface.
- Stage
- Delivered client engagement
- Industry
- Financial Services
Summary
In brief
OB360 implemented an enterprise knowledge assistant inside Microsoft Teams for a financial-services support operation. It retrieves answers from static and live information sources in one conversation and can carry out authorized downstream actions, such as creating an incident.
This is delivered client work. The client and project names are withheld.
Challenge
The business challenge
Customer support staff switched between several internal systems during customer interactions. To obtain static and live information they often depended on backend IT specialists, which slowed answers to customer-facing staff.
Solution
What OB360 delivered
- Microsoft Teams conversational interface
- Search across static and live backend sources
- Context-aware generative AI retrieval
- Approved downstream task actions, such as incident creation
- Enterprise integration and governance
Outcome
Outcome
Staff gained self-service access to information and depended less on specialist support teams. Measured performance figures are not published for this engagement.
The value lies in combining contextual knowledge access, enterprise integration and workflow execution, instead of treating chat as an isolated feature.
Capabilities
Capabilities demonstrated
- Microsoft Teams
- Generative AI
- Knowledge retrieval
- Enterprise APIs
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