Interactive Web Interface
and Personalized Knowledge
Chat Using Azure Open AI
Enhancing customer experience and
expediting query resolutions
Case study
Client
Client Our client is a multinational industrial technology
company specializing in mobility technologies, smarter
Challenge transportation, and alternative energy solutions with over
$3.2 Bn in revenues and 7,000 employees.
Solution
Benefits
Summary
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Challenges
Client The client wanted to develop a generative AI-powered
conversation portal to act as an internal knowledge base.
Challenge This platform would serve as a central source of truth
for company data while helping users easily find relevant
Solution
information and make informed choices.
Benefits However, there were four crucial challenges to creating
the portal:
Summary • Security and privacy concerns over the leakage or
exposure of proprietary/organizational data to the
open world.
• Lack of an intuitive user interface for about 30
use cases.
• Governance challenges as individual teams
experimented with Open AI solutions independently.
• Indexing chat history of various employee interactions
and alleviating security concerns.
3 © 2024 Hexaware Technologies Limited. All rights reserved
Solution
Client Hexaware designed an intuitive and user-friendly Evaluating IT Ecosystem for Gen AI Integration
chat interface akin to [Link]. Users could Hexaware helped rapidly identify and validate the 30
Challenge register, log in, and participate in conversations with generative AI use cases through feasibility assessments
an AI-generated chatbot to access relevant business and delivering scalable solutions that work seamlessly
Solution
information. We leveraged advanced natural language with the client’s current enterprise architecture. Our
Benefits processing capabilities provided by Azure OpenAI to solution consisted of:
enable the chatbot to formulate responses based on user • GPT Chat Only Solution: Utilized Azure Open AI
Summary inputs, creating engaging and meaningful interactions. Services, seamlessly integrating the company’s identity
The application incorporated real-time notifications, user management for authentication. The UI for search
profiles, and other relevant functionalities to enhance the components was eliminated, enabling direct
overall communication experience. We created: interaction within the large language model. Various
• An intuitive user interface to help users engage models were experimented with, integrating backend
securely in real-time chat interactions with Azure and identity management with the React UI, offering
OpenAI. Access to the interface was linked to the user’s chat-only functionality.
corporate account credentials. • GPT Chat with KB Extension Solution: The GPT
• An administrative interface to empower authorized Chat with KB Extension Solution was developed by
administrators to oversee user role management leveraging Azure Open AI Services and cognitive
and application configuration. Access to this admin services, incorporating advanced capabilities
interface required authenticated users to be assigned to enhance user experience. It featured a form
the ‘Admin’ role. recognizer specifically designed for processing PDFs,
• An execution layer, comprising a synergy of three streamlining document handling tasks. Documents
distinct modules: AzureOpenAI connector, database were meticulously segmented, indexed, and stored
integrator, and engine. within cognitive search, empowering users to
retrieve essential information swiftly and efficiently.
Moreover, citations were seamlessly integrated within
interactions, ensuring accuracy and credibility in the
information provided.
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Benefits
Client Efficient and Effective Customer Support
Reduced the effort of knowledge center associates
Challenge by 40%, helping them answer technical questions and
providing technical assistance via a
Solution
virtual assistant.
Benefits
Centralized Portal Allowing Increased
Summary Employee Engagement
Improved engagement with accurate, personalized, and
specific relevant conversations.
Enhanced Accuracy
Improved accuracy of responses attuned to the nuances
of the business and internal organizational policies.
Increased Employee Efficiency
Optimized specific workflows, e.g., leave management,
making them more efficient in handling tasks, leading to
time savings and increased productivity.
Data Security
Ensured sensitive information was confined to the work
environment, addressing concerns about data privacy
and security.
Improved Onboarding Experience
Improved the onboarding experience of new employees
by reducing onboarding time by 60%.
5 © 2024 Hexaware Technologies Limited. All rights reserved
Summary
Client Our solution addressed issues related to user
engagement, ease of use, integration with Azure OpenAI,
Challenge efficient communication, user experience enhancement,
user-friendly interaction, efficient handling of inquiries,
Solution
and advanced AI capabilities to enhance response quality.
Benefits
Summary
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About Hexaware
Hexaware is a global technology and business process
services company. Our 27,000 Hexawarians wake up
every day with a singular purpose; to create smiles
through great people and technology. With this purpose
gaining momentum, we are well on our way to realizing
our vision of being the most loved digital transformation
partner in the world. We also seek to protect the
planet and build a better tomorrow for our customers,
employees, partners, investors, and the communities in
which we operate.
With 40+ offices in 19 countries, we empower enterprises
worldwide to realize digital transformation at scale and
speed by partnering with them to build, transform, run,
and optimize their technology and business processes.
Learn more about Hexaware at [Link].
Get in touch
© 2024 Hexaware Technologies Limited. All rights reserved
