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Case Study: Client Knowledge Hub + Answering A.I. Agent | Envision360

Case Study — Knowledge Management & Enablement

Client Knowledge Hub + Answering A.I. Agent

Client: Growing professional services firm (multi-team, multi-region)

Client at a Glance

  • Teams: Client services & internal operations
  • Channels: Web portal, chat widget, Slack/Teams
  • Goal: Faster, consistent answers with governance & citations

Challenge

Knowledge lived in inboxes and outdated PDFs. People asked the same questions; answers varied by team.

  • Fragmented sources: SOPs, emails, proposals, and PDFs scattered across drives and mailboxes.
  • Slow answers: Staff hunted for the “latest” version.
  • Inconsistent guidance: Old templates recirculated; answers diverged.
  • Onboarding drag: New hires relied on “who to ask.”
  • Unknown staleness: No owner/expiry tracking.
Knowledge Hub overview — grid of curated content, insights panel, and search.

Our Solution

A centralized Knowledge Hub with an Answering Agent that cites sources, flags staleness, and routes updates for review.

Ingestion

Unified knowledge ingestion & normalization

  • Connectors for email exports, Drive/SharePoint, PDFs, and wikis
  • Auto-normalization: title, owner, effective date, tags, content hash
  • Version awareness keeps the current doc visible; history preserved

Answers

Answering agent with citations

  • Natural-language Q&A via web chat, portal, Slack/Teams
  • RAG retrieves curated passages; inline citations to sources
  • Confidence & policy guardrails; unknowns escalate

Quality

Staleness & gaps detection

  • Time/usage checks flag “stale”; owners pinged with due dates
  • Gap insights from recurring unanswered queries
  • One-click propose-update; lightweight approvals

Governance

Role-aware views & safe sharing

  • Internal vs. client-facing sets; PII/contract-sensitive docs restricted
  • Client portal exposes approved knowledge only with citations
  • Download controls & watermarking for external PDFs

Technology Stack & Architecture

Front End

  • React SPA for Hub; chat widget
  • Slack/Teams apps for in-channel answers
  • Responsive UI

Orchestration

  • Node.js services
  • Queue for ingestion & review tasks
  • Policy guardrails

LLM Layer

  • RAG over vector index (pgvector/FAISS)
  • Prompt templates for citation-first answers
  • Policy filters & tool-use

Storage & Security

  • Postgres (docs, owners, versions); S3 (originals); Redis (sessions)
  • SSO/MFA; role-based access; object-level permissions
  • Audit logs; TLS; PII redaction in chat logs

Connectors

  • Google Drive / SharePoint
  • Gmail / Outlook exports
  • Confluence / Notion (optional)

Pilot Scope & Challenges

  • 8-week pilot across two departments (client services + operations)
  • Messy sources: duplicate PDFs handled via hashing + owner review
  • Citation trust: weighted by effective date; “approved-only” mode for client answers
  • Change management: quick Loom-style tips; “Ask the Hub first” adopted

Outcome: questions funneled to the Hub; governance improved without slowing delivery.

Impact & Outcomes

First 60–90 days:

  • Repeat questions: ↓ 38% in Slack/Teams
  • Onboarding ramp: ↓ 28% time-to-first-productive-week
  • Answer quality: 92% responses with 2+ citations
  • Update velocity: refresh cycles >90 days → <30 days
  • Search time: ~3–5 min → <30 sec

Consistency, speed, and governance—without adding headcount.

Answering Agent with citations in web chat and Slack view.

Future Roadmap

  • Client-safe snippets auto-generated from internal policies
  • Content quality scoring based on usage & feedback
  • Auto-notify owners when related regulations/templates change
  • Multilingual answers with side-by-side citations

What we hand over: Knowledge Hub, Answering Agent, curation workflow, and dashboards.

Talk to us

Want consistent answers with credible citations? We’ll help you stand up a governed Knowledge Hub fast.

Schedule a Free Consultation