Rail & Transport
Internal AI Knowledge Assistant for a Tier 1 Rail Services Organisation
300+
Active users
80%+
Retrieval accuracy improvement
2024
Live since
The Challenge
A Tier 1 rail services organisation with thousands of employees and contractors needed a way to surface accurate, up-to-date answers from a complex body of internal documentation including safety procedures, engineering standards, operational policies, and project-specific guidelines. Staff were spending significant time searching across SharePoint, shared drives, and legacy systems, often without finding what they needed or relying on colleagues for answers that should have been self-service.
Our Solution
We designed and deployed a retrieval-augmented generation (RAG) knowledge assistant built on Azure OpenAI and Azure AI Search. The solution indexes and continuously syncs content from SharePoint, document management systems, and structured knowledge bases. Users interact via a Microsoft Teams bot and a web interface. Every response includes source citations so users can verify and drill into the original documents. The architecture includes role-based access controls to ensure document-level security is respected.
The Outcome
The AI assistant is live and actively used by 300+ staff across operations, engineering, and project delivery. Information retrieval accuracy improved by over 80% compared to manual searching. Time spent searching for documentation dropped dramatically, and the solution continues to improve as the document corpus grows. The platform has been so well received that expansion to additional business units is underway.
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