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Retail group · Riyadh

A single internal assistant across nine departments

  • ~4,000documents structured
  • 9departments unified
  • AR + ENanswered in-language

Challenge

Policies, HR procedures and customer-service scripts were spread across nine departments in a mix of Arabic and English, much of it in scanned PDFs. Staff either asked a colleague or guessed, and the contact centre answered the same policy questions repeatedly.

Approach

We ran a readiness assessment, then classified and restructured roughly 4,000 documents into a governed knowledge base with explicit ownership per document set. A retrieval pipeline was built to answer in the language of the question and to cite the source document, so answers could always be checked.

Outcome

Frontline staff now self-serve policy questions from an internal assistant instead of escalating. Just as valuable, the exercise surfaced dozens of contradictory and superseded procedures that no one had noticed were still in circulation.

The engagement began as an AI project and quickly became a knowledge-governance project — which is the usual pattern. The assistant was the visible outcome; the durable one was a maintained, owned document estate that the organisation can keep building on.

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