AI chatbot as an internal Wikipedia: making knowledge available across the company

Use case for a nationwide organisation in the social services sector

Starting point

At a non-profit organisation operating nationwide with numerous branch offices, employees filled in standard forms differently and uploaded them in various versions, an obstacle to efficiency and consistency, especially for new employees, who often had to work through an abundance of information. Business processes were not available in a standardised form, which cost time and resources for everyone involved. The organisation was looking for a solution that makes knowledge accessible and simplifies routine processes. Customer voice

In our daily work across several branch offices, we kept seeing that a lack of consistency and inefficient knowledge transfer were obstacles for our employees.

District management of the local association of four branch offices

Workshop and rollout of the internal AI chatbot

At the start of the project we ran a workshop to understand the specific requirements and challenges within the organisation and to define where the chatbot would be used. Based on these insights, we built an AI chatbot that works like an internal Wikipedia for employees. It gives clear instructions on how to use forms and provides access to business-process knowledge. The chatbot lets new employees get up to speed on processes quickly and easily and find answers to common questions. By automating and standardising document exchange and internal communication, the solution improves efficiency and consistency.

Result: improvements with the skai AI chatbot

Consistent use and completion of forms through central support in the chatbot. Faster onboarding of new employees thanks to immediate access to clearly structured knowledge and processes. Fewer errors and inconsistent procedures thanks to standardised instructions and answers. A central knowledge store that simplifies daily work for all employees and makes better use of resources. Customer voice, conclusion

With the AI chatbot we have not only improved access to information, but also increased the consistency and efficiency of our processes.

Team lead in case processing

The same chatbot for your website

The internal AI chatbot described here is built on the skai platform, and the same chatbot is also available for your public presence. On skai-chatbot.de the skai chatbot answers your website visitors’ questions around the clock, with real answers from your own knowledge.