Knowledge Agent in Action: How an Internal AI Bot Revolutionized Process Efficiency and Support Quality

Knowledge Agent in Action

General Overview

March 28, 2025

How an AI bot within an enterprise knowledge base reduced support costs, accelerated processes, and laid the groundwork for a fully connected digital workplace with the help of Bloola.

Challenge

A leading industrial enterprise with over 500 employees faced an increasingly unmanageable internal knowledge landscape. Over the years, thousands of pages of technical documentation, SOPs, process manuals, and internal wikis had piled up — scattered across various tools, versions, and formats.

New employees spent several hours a day searching for relevant information or trying to identify the right contact person. Even experienced staff had trouble navigating the information jungle.

The consequences were clear:

• Heavy workload for the internal support team.

• Productivity losses due to extended search times.

• Delays in technical or compliance-critical processes.

The issue peaked during a global rollout of new IT systems, when internal support requests surged by 43 percent. It was clear: the knowledge infrastructure had to become smarter.

Action

The company opted to implement an AI-driven agent within its internal knowledge base. The technical foundation was built with the help of Bloola, a platform specializing in intelligent data connectivity and agile operations.

The system was composed of:

• Automated indexing of all internal documents, protocols, and wikis.

• Use of Retrieval-Augmented Generation (RAG) to deliver precise, context-rich answers.

• A user-friendly interface that allowed all employees to ask questions — whether about processes, technical specs, or compliance.

• Source-linked responses referencing the original documents.

The rollout took place in four phases over four months. The core project team consisted of:

• 2 data scientists to fine-tune the models

• 3 process managers to optimize SOP content

• 2 developers to build integrations

• 1 project lead for strategic direction

Result

The implementation produced outstanding results in just a few months:

• 68 percent fewer internal support requests within 3 months.

• 92 percent of users found the information they needed within 60 seconds.

• 45 percent reduction in the onboarding duration for new hires.

• 87 percent user satisfaction regarding the quality of answers.

• Over 1,400 documented cases where the bot prevented critical process delays.

Bloola’s platform was not only the technical foundation but also enabled organizational change — providing clarity in architecture, supporting agile iterations, and ensuring sustainable knowledge interconnectivity.

Perspective

The bot’s success was just the beginning. The next steps are already in motion:

• Integrating the agent with HR systems to answer administrative questions.

• Creating a self-learning system based on systematic user feedback.

• Opening external API access so partners can benefit from the knowledge base.

The long-term goal: a fully connected digital workplace, where knowledge is not searched but found — automated, contextual, and precisely when it’s needed.

Do you have any questions or need further information?

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