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Case study
Veolia Energia Polska engaged WEBSENSA to create a conversational chatbot, providing employees with seamless access to company knowledge.
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Veolia Energia Polska engaged WEBSENSA to address the challenge of improving the accessibility and retrieval of information from their company documents. Initially focused on technical documents within the tech department, the scope of the project quickly expanded to other areas, including HR and internal knowledge distribution.
WEBSENSA developed the Knowledge Chat – an innovative AI-powered chatbot that revolutionised Veolia's internal knowledge management. Leveraging advanced technologies such as Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG), this solution enabled employees to quickly obtain both technical as well as HR company information.
As a result, Veolia experienced streamlined operations, enhanced decision-making, and reduced costs. Interested? Continue reading to gain more in-depth insight into the Knowledge Chat application.
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WEBSENSA partnered with Veolia Energia Polska – a leader in resource management, environmental protection and public services, to develop an innovative conversational chatbot solution based on their internal document base.
Veolia's primary challenge was navigating numerous company documents that were difficult to search and access. This issue first emerged in the tech department, where specialists struggled to access technical documentation. We then identified the opportunity to extend the project to include other documents related to HR processes and regulations.
Our approach to solving this challenge was to create a specialised chatbot that provides Veolia employees with precise answers to technical queries (such as troubleshooting, safety protocols, and maintenance procedures) as well as HR-related processes (such as delegation handling, insurance, and benefits). The goal was to streamline access to crucial information and enhance Veolia's operational efficiency.
Veolia's challenge was employees' difficulties with access to relevant answers about internal company processes
The solution we created to address Veolia’s challenge was the Knowledge Chat. It is aimed to enhance operational efficiency by navigating complex regulations and procedures in the company’s documents and providing the employees with essential organisational knowledge.
The Knowledge Chat transforms company documents into an easily searchable, interactive knowledge base. Thanks to the solution, users can ask questions directly through the chat interface and receive precise answers based on the content of the uploaded documents.
The system always indicates the source document of the information, ensuring transparency and facilitating further analysis.
We followed an agile project management methodology, ensuring clear and transparent communication through regular in-person and virtual meetings.
Using Jira and a scrum methodology with 2-week sprints, we executed the project through 4 key stages: identifying Veolia’s needs, configuring an LLM architecture, developing a responsive chat interface, and rigorous testing and fine-tuning.
The team had open discussions about issues and cooperated with the client to solve them." — Maciej Dzięcielak, Architect IT, Veolia Energia Polska
For the chatbot to function effectively, we created an advanced AI-driven environment capable of supporting the deployment of Large Language Models (LLMs) and a Chat GUI for Retrieval-Augmented Generation (RAG).
The innovative approach to the Knowledge Chat implementation involved integrating advanced features to ensure a robust, secure, and adaptable solution.
The collaboration significantly improved Veolia’s digital capabilities:
In the first 2 months post-deployment, the chatbot successfully handled approximately 2500 queries from around 400 users. A wider rollout is expected to provide more comprehensive statistics, further demonstrating the solution's value and impact.
"WEBSENSA completed all tasks with full transparency and high engagement." — Maciej Dzięcielak, Architect IT, Veolia Energia Polska
WEBSENSA continues collaborating with Veolia on the Knowledge Chat, integrating additional knowledge sources and enhancing functionalities such as document inference for procurement support. These improvements aim to further optimise the solution’s quality and operational costs.
Are you interested in implementing a similar solution for your business? Contact us – our experts are ready to tailor our offer to your specific needs.
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