One of VIGILIX’s lead software architect’s unique problem-solving abilities and deep VIGILIX platform understanding were indispensable to VIGILIX’s operations. However, with his unique and valuable skillset, it became increasingly important that he was not a single point of failure within the company’s operations and customer care.  His singular and vital role sometimes created dependencies that hindered the team’s ability to address client issues promptly without his direct input.

“We quickly realized our reliance on one person’s singular store of knowledge was going to become a critical bottleneck if we didn’t address the issue. We did not want to limit our responsiveness and growth potential because we were relying too much on one person. And that’s where Kopis came in with a solution to turn one person’s institutional knowledge and expertise into a tool for the entire company.”

Kopis has been developing an innovative and flexible AI platform that is capable of surfacing deep, institutional knowledge in multiple formats to various client applications. “Hey Richard” is one example of the types of solutions that can be built on this platform.

“Hey Richard” includes digital repository and an interactive interface that encapsulated the VIGILIX team member’s  vast knowledge. It transformed how the VIGILIX team accesses information and solves problems, effectively multiplying Richard’s expertise across the entire organization.

Kopis used a combination of Microsoft Power Automate flows and advanced AI orchestration to draft responses to customer support requests in near real-time. The “Hey Richard” solution includes a multi-agent workflow that identifies and assigns tasks to multiple ai-based agent workers.  Some of these agent workers are empowered with targeted knowledge bases that include information relevant to the current support request (such as domain knowledge, best-practices, and previous support ticket resolutions). The agent workers collaborate and iterate together to draft the best possible response to customer support requests.

Outcomes of “Hey Richard”

• Instant Expertise and Reduced Training Time: The “Hey Richard” solution provides the VIGILIX team with instant access to expertise, radically reducing training times and mitigating knowledge gaps. Every team member to readily access essential information and streamline customer support.
• Enhanced Problem-Solving: With an interactive, multi-mode interface, the tool enables the staff to provide feedback on drafted responses from multiple client applications.  This allows the team to interact with the solution in ways that work best for their workflow, improving response time and customer satisfaction.
• Enhanced Efficiency: The removal of the bottleneck improved response times and allows their expert to focus on strategic initiatives rather than day-to-day queries.
• Scalable Knowledge: As VIGILIX grows, “Hey Richard” continuously evolves, ensuring that the entire team’s proficiency and problem-solving capacity expand alongside the company.