All the insurance-related documentation was organized under a hierarchical folder structure, causing difficulties in finding the necessary documents for operations. This led to workers opening tickets on their internal platform when they couldn't find the documents, saturating the system.

Solution:

We developed a conversational assistant with custom functions using our own algorithms. This assistant provided the necessary information directly to the worker through a Searcher.

Additionally, we developed quality evaluation functionalities, as well as a control panel to configure search parameters. This implementation reduced the number of tickets that caused congestion and streamlined the document retrieval process.