Introduction & Case description
Fortum - energizing workflows with AI
Client: Fortum
Scope of work: Tailored AI workshops, followed by a custom RAG proof of concept implementation.
Key Outcome: PoC resulted in over 30% reduction of average inquiry handling time, improving both operational efficiency and customer satisfaction.
Introduction & Context
Fortum, a prominent European energy provider, operates in a field governed by strict regulations, complex contracts, and nuanced legal frameworks. Customer inquiries often involve interpreting detailed energy laws, contract clauses, and technical policies. With over 20 customer support agents responding daily to phone and email queries, even minor delays in locating the correct information impacted response times and overall customer experience.
Key Challenges:
- Slow Onboarding: New agents needed to memorize extensive policies and regulations.
- Inefficient Retrieval: Manual searches through large contract repositories delayed responses.
- High Complexity: Strict regulatory requirements demanded 100% accurate, compliant answers.
Awakast’s Approach
Our engagement began with a one-day, hands-on AI workshop for five of Fortum’s segment leaders. We moved beyond theory into actionable discussions about Gen AI, LLMs, and compliance. These workshops set the stage for a tailored PoC that went beyond a generic chatbot:
- Custom RAG Workflows: Designed to query multiple data sources at once, delivering precise, context-aware answers.
- LLM-Driven Insights: Leveraged Microsoft AI services and carefully chosen LLMs to understand industry jargon, regulatory language, and complex contract structures.
- Segmented Search: Divided customers into business and individual categories, tuning the retrieval process to each segment’s distinct document sets.
Over 30% Faster Responses
Cut average handling time by over 30%, freeing support teams to focus on higher-value tasks.
Complex Regulations
Navigating intricate energy laws and contracts demanded instant, compliant, and contextually accurate answers.
RAG-Powered AI Workflows
A custom RAG solution with multi-setp workflows swiftly extracts precise information.
Technical Expertise
Our technical implementation of the Blind CV Generator combined cutting-edge AI and modern SaaS development practices
- RAG System & Multi-Retrieval Pipelines:A custom retrieval engine integrating multiple data sources for real-time information extraction.
- LLMs: We employed Microsoft AI services to understand sector-specific terminology, ensuring precise and compliant responses.
- Tech Stack: .NET and Python microservices, orchestrated via Kubernetes for high availability and easy scaling.
Collaboration results
Early user feedback was exceedingly positive. Agents appreciated not having to hunt for information, and customers noticed more prompt and accurate responses.
- Positive Feedback: Early testers reported more confidence in handling tricky inquiries, no longer sifting through documents manually.
- Simplified Onboarding: New agents rely on the AI-driven knowledge base, cutting learning curves significantly.
- 30% Faster Response Times: Near-instant retrieval of the right contract paragraphs and policies.
Business Value: This translates into tangible ROI:
- Faster resolution means more queries handled per hour.
- Reduced training costs as new hires ramp up quicker.
- A flexible foundation that can adapt to evolving regulatory landscapes.
Why Awakast?
Unlike off-the-shelf solutions, Awakast blends strategic consulting with technical rigor. We deliver more than code—we craft adaptable, secure, compliance-ready solutions that stand out in complex industries. Our end-to-end approach includes:
- Hands-On AI Workshops & Education: We guide you through the AI landscape, aligning teams, strategies, and expectations before a single line of code is written.
- Architecture & Model Selection: We design custom, scalable infrastructures and pick the right AI models tailored to your unique business and regulatory environment.
- Regulatory Compliance: Our solutions respect GDPR, industry standards, and data privacy frameworks, ensuring your peace of mind.
- Data Governance & Security: We implement robust data management practices to maintain the integrity and confidentiality of your valuable information.
