The situation
This medical equipment retailer provides a comprehensive range of products to support individuals in maintaining active, comfortable lives while addressing diverse mobility and accessibility needs. Their commitment extends beyond sales through comprehensive after-purchase support, including equipment setup, usage training, and ongoing maintenance services. By combining product expertise with compassionate customer care, they help clients achieve greater independence and improved quality of life in their daily activities.
Complication
Customer experience was being adversely impacted due to high Mean Time to Resolution (MTTR) for support issues.This was further exacerbated by high churn with an inexperienced support team. The President of the company wanted to explore a GenAI solution to address these challenges. But the company lacked the skills to rapidly prototype, test and deploy GenAI applications. They also faced the challenge of integrating and processing data from multiple data sources and systems (Sharepoint files, database tables, ERP) across diverse data formats (PDF, PPT, CSV, Relational) to make them ready for consumption by GenAI applications.
The Solution
The company decided to deploy the Dataworkz RAG builder primarily because of its simple, wizard-driven approach that allows them to rapidly build, test, optimize and scale GenAI apps. The solution enables their teams to simplify and automate all steps of the GenAI app development lifecyle – from data ingestion and preparation to picking and optimizing each element of a composable AI stack, and observability to fine-tune scale and performance. As RAG techniques evolve, they can rely on the Dataworkz platform to innovate with the latest RAG patterns.
The Impact
30% improvement in MTTR
<1 day to support a new use case
<1 week to get to production
Streamlined Knowledge Management