Accelerating Manufacturing Technical Support with Enterprise Search AI

Executive Summary

A global manufacturing organization needed to improve how customers and employees accessed technical-support information distributed across websites, intranet content, Zendesk, AWS-hosted data sources, FAQs, documents, and support videos. Pronix implemented a Kore.ai Search AI assistant that consolidates approved knowledge sources and delivers relevant, source-grounded answers through a conversational interface.

Business Problem

Fragmented technical-support knowledge
Time-consuming manual searches
Inconsistent answers across repositories
Dependence on subject-matter experts
Limited reuse of documents and video content
Separate experiences for external and internal users

Business Solution

Unified technical search : Provide one conversational entry point for product, service, and support content.
Website and FAQ ingestion : Extract and index approved technical-support pages and FAQs.
Zendesk integration : Include service knowledge and support content from Zendesk.
AWS data access : Consume approved AWS-hosted data through REST APIs.
Video knowledge enablement : Incorporate selected product-support video content into retrieval.
Internet and intranet access : Support customers and employees through embedded web experiences.

Technical Solution

The solution uses Kore.ai Search AI as the conversational retrieval layer, connected to approved web, Zendesk, document, FAQ, video, and AWS data sources. A proposed AWS AI and data layer supports foundation-model access, indexing, storage, integrations, monitoring, and security.

Technologies Used

Kore.ai platform - XO Platform, Search AI, Conversational AI, Generative AI, Semantic retrieval, Web-channel deployment, Analytics
AWS AI stack - Amazon Bedrock,Amazon SageMaker AI, Amazon Q for Business, OpenSearch Service, S3, Lambda, API Gateway, CloudWatch, IAM, KMS
Content and systems - Zendesk, Public websites, Corporate intranet, Technical documents, FAQs, Video content, JavaScript widget

Customer Success Outcomes

Projected Business Outcomes: The percentages below are implementation targets. Final results must be validated through production analytics and customer-approved measurements.

Strategic Value Delivered

Unified knowledge ecosystem : Connects distributed technical content through one AI-powered interface.
Reduced knowledge silos : Improves discoverability across websites, Zendesk, documents, and AWS data sources.
Scalable support : Provides a common platform for customers and employees.
Foundation for AI agents : Creates a retrieval layer for future support agents and automated workflows.

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