A hybrid platform that intelligently captures, curates, and distributes engineering knowledge through automated workflows and human-guided validation.

Challenge

• Knowledge capture is complex and time-consuming as senior engineers lack structured methods to document their years of expertise and tacit knowledge effectively
• Ensuring that only relevant and updated information is processed and retrieved
• Finding a hybrid solution balancing AI and human review

Solution

• The solution has been built using Unit8 HyperScaler
• Integration with ticketing platform that automatically converts resolved support tickets into AI-searchable knowledge articles, enabling support agents to access historical solutions through conversational interface
• Creating an improved SharePoint Connector capable of processing only the files that need to be updated
• Sorting the database of customers products and retrieving information only for the relevant ones selected by the user
• Role-based access control with multiple specialized Q&A chatbots for different use cases

Business Impact

• Instant access to a comprehensive, up-to-date knowledge base of service manuals and internal articles
• Service plus, chatbot helping field engineers and capturing “tribal knowledge”
• Reducing the chance of hallucinations
• Increased self-sufficiency and knowledge democratization: Team can independently create RAG use cases without constant external support
• generation of contextual “nuggets of knowledge” from support ticket data using specialized AI summarization
• Significant reduction in data processing costs by ensuring only changed files are copied