Introduction

The Challenge

The client struggled with limited support capacity for a highly specific, business-critical application. Human agents could not keep up with demand, leading to delays and inconsistent support quality. With AI capabilities rapidly evolving, the organization saw an opportunity to explore whether a chatbot, grounded on internal knowledge data, could reliably assist end users while remaining compliant with public sector governance and security standards.

The Solution

incratec designed and implemented a secure Azure-based architecture for a first-phase chatbot solution using Azure OpenAI. The solution included:

• AI & solution architecture tailored for public sector compliance
• Azure OpenAI (ChatGPT) for natural language understanding
• Evaluation and feedback mechanisms to assess response quality
• Integration with test data and structured content to optimize the answer quality
• UX design focused on seamless user handover to human support when needed

The approach focused on rapid iteration and feedback-driven refinement, aligning with the organization’s data security and future integration needs.

Implementation Process

• Designed architecture in compliance with governance and security policies
• Implemented a prototype chatbot on Azure using OpenAI services
• Evaluated user satisfaction and response quality through live testing
• Gathered structured feedback and usage metrics to identify improvement areas
• Prepared for phase two: secure data integration and full rollout

Results Achieved

• User satisfaction remained stable throughout testing
• Clear reduction in support response time for common inquiries
• Increased usage of the application, indicating improved accessibility
• Identification of key content gaps impacting answer quality
• Internal awareness raised around AI enablement and its potential

Lessons Learned

• AI tools require curated, high-quality internal data to perform well
• Governance and security alignment must be addressed from the start
• Conversational UX must handle fallback and handover gracefully
• Strong collaboration between technical and subject-matter teams is critical