Customer story

contact center.

Great Day Improvements is a multi-brand home improvement group across the United States. HR and the contact center each wanted an assistant over their own material, and the company wanted one platform with one set of rules for both.

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What was built

How it was built

Simple decisions that let HR and the contact center share one assistant and keep it consistent.

One platform, two lines of business
HR questions and contact-center questions draw on different material and have different rules about what may be said, but they run on the same deployment, the same guardrail configuration and the same audit trail. Adding another department later is a configuration change.
Model choice at the point of use
The model can be chosen per query instead of committing the whole system to one provider. Routine lookups can use a lower-cost model, and the team can follow changes in availability and pricing.
The company's own knowledge, cited
Answers are generated from the organization's own documents and carry their source. For an HR policy question, that gives employees an answer they can act on.
In the tenant they already had
The whole system runs in the customer's own Azure environment, against their own model endpoints, under their existing security setup, so the security team works with the cloud account it already knows.

Where it runs, and what it reaches.

The characteristics that shaped the build more than any feature did.

Deployment
Inside the customer's existing Azure environment
Access
Staff sign in to use it
Scope
Human resources and the contact center, on one platform
Models
Selectable per query rather than fixed at build time
Knowledge
The company's own material, preloaded and retrieved with citations
Next phase
Integration with the existing Databricks setup, and single sign-on

What comes next

The first phase covers HR and the contact center on one platform. The next phase connects it to the company's Databricks data platform and adds single sign-on.

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