Reduced customer-handling time by 38% with a RAG copilot grounded in 12k internal docs.
14 weeks · 2025 · Squad of 6
−38%
Customer handling time
+22%
First-contact resolution
12k
Documents indexed
14 wks
Time to production
Branch staff spent an average of 14 minutes per customer interaction searching for policy answers across 12,000 internal documents. Error rates on product recommendations were at 18%.
We built a RAG copilot with a hybrid retrieval system (dense + sparse), an evaluation harness measuring relevance and groundedness daily, and a feedback loop that routes low-confidence answers to human review. The UI is embedded directly in the existing CRM.
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