Overview
Support agents handled regulated customer inquiries that required exact references from evolving documentation sets.
The challenge
Manual lookup across large contract and policy sets delayed responses and made onboarding slow. The solution had to remain private and verifiable.
Our approach
Awakast ran a focused workshop, then implemented a segmented multi-retrieval RAG workflow with citations and confidence scoring in Fortum's private environment.
What we delivered
- •One-day AI workshop for segment leaders
- •Segmented RAG pipelines for business and retail contexts
- •Citation-first answer rendering with confidence display
- •Workflow integration for support teams
Architecture and implementation
- •Hybrid retrieval strategy with reranking
- •Separate corpora and retrieval paths by customer segment
- •Private infrastructure deployment with no external data transfer
Delivery timeline
Week 1
Workshop and scoping
Aligned use cases, risks, and deployment boundaries.
Week 2-4
RAG build
Implemented segmentation, indexing, and answer orchestration.
Week 5
Pilot rollout
Integrated into support workflow and validated answer quality.
Week 6
Optimization
Tuned retrieval and confidence thresholds for production usage.
Screens and artifacts
Average handling time
Technology
Compliance and controls
- Source citation attached to every generated answer
- Segment-level access and retrieval separation
- Private enterprise deployment with strict data control
Key outcomes
- ✓Operational speedup for frontline support
- ✓Higher confidence in policy-grounded responses
- ✓Faster ramp-up for newly onboarded support agents
Related case studies
This case study is shown at a summary level due to NDA. Full technical detail and references are available on request. Detailed internal policy and contract datasets are not publicly shown. Contact us.