"This Genie is amaaaazing!"

The Situation: Growth Fueled by Expertise

A leader in cloud reporting operates in a high-stakes environment where accuracy and speed are paramount. Their internal teams rely on a deep well of institutional knowledge to support customers and each other. But as the company scaled, this reliance on subject matter experts (SMEs) became a bottleneck. Support teams were overwhelmed with repetitive questions across dozens of Slack channels, and finding the right answer was an inefficient, manual process.

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The Hidden Automation Ceiling: When Knowledge Doesn't Scale

The problem wasn't a lack of information—it was a lack of intelligent access. Knowledge was trapped in silos across Slack, Zendesk, and Confluence. This created a hidden "automation ceiling" where the sheer volume of unanswered and repeated questions was leading to SME burnout, slower response times, and inconsistent answers. The data from 2024 was stark: a significant percentage of questions in their support channels were going completely unanswered, representing a major risk to internal efficiency and employee morale.

In 2024, a significant number of internal support questions went unanswered, highlighting a critical knowledge gap.

The Turning Point: An AI-Powered Central Nervous System

OneSolve recognized that a simple search tool wouldn't solve the problem. The client needed an intelligent, central nervous system that could understand user intent and deliver precise answers from across their entire knowledge ecosystem. The key insight was to build an AI-driven assistant on the Workato platform. This wasn't just about connecting data sources; it was about creating a continuously learning engine that could ingest, index, and synthesize information from 33 Slack channels, Zendesk, and Confluence in real-time.

The Breakthrough: Immediate Impact and Raving Fans

The AI Genie went live in mid-January 2025, and the impact was immediate and dramatic. Within its first full month, the Genie was handling thousands of queries and achieved a query deflection rate of over 50%. This meant that more than half of the questions that would have previously required an SME's time were now being answered instantly by the AI. The qualitative feedback was just as powerful. Employees weren't just using the tool; they loved it. Spontaneous praise flooded Slack channels, with users calling the Genie "amaaaazing!" and a "Huge win." This enthusiastic adoption was the ultimate proof of success.

Spontaneous, positive feedback from employees highlighted the immediate value of the AI Genie.

The New Reality: From Reactive Support to Proactive Intelligence

With the AI Genie, OneSolve transformed the company's internal support from a reactive, manual process into a proactive, intelligent system. The success has laid the foundation for the next phase of their AI strategy, including expanding the Genie's capabilities and even exploring customer-facing applications. By identifying and breaking through the "hidden automation ceiling," OneSolve didn't just deliver a project; we delivered a new capability that allows them to scale its expertise as fast as it scales its business.

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