Enterprise Tech & SaaS · Enterprise SaaS company
An enterprise knowledge assistant that answers from 150k documents — with sources
Engineered targets
documents searchable in natural language
fewer internal support requests
faster new-hire ramp-up
Representative engagements illustrating INFIQON's delivery approach. Client names are withheld; figures illustrate the outcomes these solution patterns are engineered to achieve.
The challenge
Fifteen years of product knowledge lived across documentation, resolved tickets, release notes, and tribal Slack threads. Support engineers searched five systems and still pinged senior colleagues for answers that existed — somewhere.
New hires took months to become independent, and the same questions were re-answered daily across time zones.
Our approach
- Consolidated and cleaned knowledge sources; established ownership and freshness rules per source
- Built a retrieval-augmented assistant with strict source citation and permission-aware access
- Embedded it where people work: support console, Slack, and the internal portal
- Feedback loop — every unhelpful answer becomes a content or retrieval fix
- INFIQON engineers worked alongside the client's platform team to transfer ownership
The solution
The assistant answers product, process, and troubleshooting questions in natural language and always shows its sources, so engineers can verify before they act. Permission-aware retrieval ensures customer-specific material never leaks across accounts.
Because the pipeline tracks which documents answer real questions, the enablement team finally knows which content earns its keep — and which gaps to fill next.
Facing a similar challenge?
We'll walk you through how this pattern would apply to your systems, data, and controls — and what results to expect.