Customer need
Dealers and frontline agents generated many repeat enquiries with inconsistent answers, and onboarding new staff took a long time.
Delivery
- Scenario assessment: started from high-frequency repeated questions
- Plan compilation: organized knowledge entries, answer standards and an evaluation set including refusal boundaries
- Real delivery: deployed with workspace isolation and role-based access for agents and dealers
- Acceptance: evaluated on answer accuracy and refusal boundaries, with a full audit trail
Outcome
- Unified answers for frequent questions and fewer repeat enquiries
- Faster onboarding for new agents
- Auditable delivery with a basis for iteration
Customer names are withheld for confidentiality.