Embedding Expert Knowledge into AI for a Specialist Mechanical Services Provider

The Problem

A niche mechanical services business with growing demand was hamstrung by a critical bottleneck: its internal support team needed deep technical knowledge—but expert know‑how was fragmented across senior engineers and scattered documentation. Hiring highly specialised staff was both slow and costly, and the lack of consistent, accessible expertise resulted in unpredictable customer support and slow onboarding of new hires.

The Solution

Our Digital Squads built an “AI Brain” — a specialised, AI‑powered knowledge assistant trained on the company’s entire product and service knowledge base:

Ingested manuals, specification sheets, past project reports, and expert interviews to build a robust, internal knowledge model.
Provided an intuitive interface (chat‑style) for support staff: they could ask the AI any product or technical question and get reliable, context‑aware answers instantly.
Delivered consistent messaging, aligned with brand voice and technical standards.
Embedded into the staff helpdesk system—so when new joiners or agents needed answers, it was right there in their workflow.

The Impact

Accelerated ramp‑up for new staff—onboarding time reduced by weeks, thanks to immediate access to consistent expert knowledge.
Consistency in responses across the support team, improving reliability and reducing customer confusion.
Rapid access to hard‑to‑find or highly technical information, even in complex or rare queries.
Reduced reliance on senior engineers for everyday support, freeing them to focus on innovation and strategic projects.
Improved internal confidence, with every team member empowered to deliver expert‑level support.