Technical & Sales Support Agent

Project Information

Client Name: HealthCare

Techniques: Woe LR

Technology: Power Bi
Azure Databricks
Synapse

Business Benefits Improved Patient Care
Increaed Productivity
Reduction in cost associated with unnecessary staff

Industry:

Manufacturing

Techniques:

GPT-powered LLMs, Knowledge Retrieval

Technology Stack:

Azure OpenAI, Azure AI Search, Document Intelligence, Web App Integration

Business Benefits:

Real-time SME level assistant

Better Customer Support

Improved sales efficiency

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Overview

TrueNorth partnered with a leading manufacturing firm to build a real-time AI assistant that empowers technical and sales support teams with instant subject matter expertise (SME) during customer conversations.

The solution integrates an LLM-powered knowledge engine with existing communication tools, enabling faster, more accurate responses and seamless customer interactions.

The Challenge

Support and sales staff often handle complex product inquiries requiring deep technical knowledge. However, the information they need (found in manuals, price sheets, and internal documents) is scattered across systems.

This led to:

Delays in responding to customer queries

Inconsistent product recommendations

Reduce costs and penalties associated with avoidable readmissions

TrueNorth was tasked with creating a real-time conversational assistant that could surface precise answers and recommendations from unstructured data, improving efficiency and sales conversion.

Our Approach

The team designed an AI-powered support agent using fine-tuned LLMs and knowledge retrieval frameworks, trained on company-specific data sources.

Knowledge Indexing & Retrieval

Collected and indexed product manuals, technical documentation, and pricing databases into a secure repository using Azure AI Search and Document Intelligence.

LLM Training & Integration

Fine-tuned an Azure OpenAI GPT model on internal knowledge, enabling it to understand manufacturing terminology, product specifications, and pricing logic.

Real-Time Support Deployment

Integrated the assistant into the company’s existing Web App and communication tools (e.g., Cisco Webex), providing support staff with live prompts, follow-up suggestions, and verified answers during customer interactions.

Collect & Correlate

Collected and structured key datasets, including:

Demographics and population health data

Epidemiology and diagnosis statistics

Historical patient volumes and level-of-care requirements