A leading manufacturing organization relied on a small group of long-tenured experts to answer customer service questions, interpret complex memos, and navigate decades of historical order data.
This created bottlenecks, slowed time-to-answer, and made onboarding harder for new and remote team members. More than 40 years of operational knowledge existed across legacy systems and individual expertise, but frontline teams could not access it quickly or consistently.
A custom AI assistant on a unified data layer that connects 40+ years of orders, customers, and products, and captures expert playbooks so reps get answers in natural language.
A senior specialist reported that common tracking, status, and memo-search tasks that previously required jumping between systems were dramatically faster with the AI assistant.
Frontline agents can retrieve historical order context and expert guidance in seconds instead of spending minutes searching legacy systems or escalating routine questions.
The solution connected roughly 400,000 orders, 10,000 customers, and 4,000 products, reducing dependence on tribal knowledge and strengthening onboarding for new and remote employees.
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