Executive Summary

In this case study, we explore how a leading Consumer Packaged Goods (CPG) enterprise implemented a secure Enterprise AI Knowledge Assistant powered by generative AI and Retrieval-Augmented Generation (RAG) to transform internal knowledge management, reduce support tickets, and deliver instant employee self-service support.

Client Context

A leading Consumer Packaged Goods (CPG) enterprise partnered with InXiteOut to transform how its employees accessed internal information. As the organization scaled, institutional knowledge, ranging from HR guidelines and travel policies to IT and operational manuals, had become increasingly siloed and difficult to navigate.

The Challenge: The Enterprise Knowledge Bottleneck

The client faced significant inefficiencies caused by fragmented documentation. Employees wasted valuable time searching through siloed PDF documents, leading to:

• Productivity Drain: Employees spent excessive time locating specific clauses within complex documents.
• Support Overload: HR, IT, and Operations teams were burdened by repetitive, routine queries that should have been self-serve.
• Compliance Risks: Employees risked acting on outdated information due to poor document versioning and discovery.

The organization needed a secure, centralized, and intelligent system to transform static documentation into an interactive, conversational asset.

The InXiteOut Approach

We developed and deployed a secure, custom Enterprise Knowledge Assistant built on generative AI. Designed to understand the employee's intent, the solution acts as a 24/7 digital support agent that bases every response strictly on approved internal documents.

1. Centralized Knowledge Hub

We created a streamlined ingestion pipeline for administrators to upload and organize large volumes of company policies. The system supports bulk uploads and seamlessly processes both text-based and scanned PDFs using built-in OCR. We implemented an efficient indexing process, including document chunking and database storage, combined with a robust metadata tagging framework. Administrators can tag documents by specific domains to ensure fast searchability and highly precise information retrieval across the entire repository.

2. Context-Aware Conversational Search

Powered by a Retrieval-Augmented Generation (RAG) architecture, the assistant understands the context and intent behind every employee query. Delivered through an intuitive, secure chat interface that requires no user training, the system instantly scans the internal repository to extract the most relevant information. Engineered for fast retrieval, it generates clear, conversational, and highly accurate responses that are strictly grounded in the source documents, ensuring reliable, hallucination-free support.

3. Secure Governance and Compliance

We implemented Single Sign-On (SSO) based access control at a document level, ensuring that employees can only retrieve and view information they are explicitly authorized to access. Additionally, every system interaction is securely logged. The system captures the user, timestamp, domain, retrieved pages, and the final generated answer, providing management with complete visibility and robust auditability for compliance tracking.

Tech Stack

• Azure AI Search, Azure Datalake
• React.js, Node.js

Benefits Delivered

By deploying this knowledge assistant, the CPG client achieved an immediate, measurable impact:

• 15%+ Reduction in Support Tickets: Enabled 24/7 self-service, significantly cutting down repetitive queries to HR and Operations, and allowing those teams to focus on strategic work.
• Scalable Enterprise Adoption: Drove a 50% user adoption rate within the first quarter.
• Sub-Second Discovery and Productivity Gain: Achieved an average response time of 1.3 seconds, reducing employee policy search times from minutes to roughly one second.
• High Factual Accuracy and Compliance: Delivered 95% answer accuracy, ensuring employees always acted on current, approved guidelines.