An intelligence layer that watches operations, answers in natural language and automates the busywork for a fast-scaling enterprise.
- Industry
- Enterprise SaaS
- Year
- 2025
- Duration
- 16 weeks
- Services
- AI Solutions · Web Applications · Business Automation
-71%
Time to answer
Median across the twenty most common operational questions.
3
Tools replaced
Two reporting subscriptions and an internal wiki retired.
94%
Answer accuracy
Scored against the golden evaluation set at release.
<2s
First token
Streamed response latency at the 95th percentile.
Operational knowledge lived in three systems and a decade of documents. Answering a routine account question meant a twenty-minute hunt across tools, and the same three analysts had become a bottleneck for the entire company.
Disciplines applied
Four moves that shaped the build, in the order they mattered.
- 01
Map the questions, not the data
We logged the questions people actually asked for three weeks, then designed retrieval around those, rather than indexing everything and hoping.
- 02
Ground every answer
Hybrid search with reranking over a governed corpus, with inline citations so any claim can be checked in one click.
- 03
Give the model real tools
Typed, permissioned tools for live system queries, so the copilot reads current state instead of guessing from stale documents.
- 04
Score it continuously
A golden dataset of 400 real questions runs in CI, so no prompt or model change ships without evidence it did not regress.
What shipped
- Hybrid retrieval with reranking
- Inline citations on every answer
- Typed, permissioned tool calls
- 400-question evaluation suite in CI
- Full prompt and response audit log
- Per-team cost attribution
Built with
- Next.js
- TypeScript
- Python
- pgvector
- LangGraph
- Claude API
- AWS
Every repository, cloud account and piece of documentation was handed over in the client's own organisation, with a walkthrough recording for the internal team.
“The platform CITS engineered replaced three internal tools. The automation alone paid for the project within months.”
Most engagements start with a brief that has more ambition than certainty. Send it over and we'll tell you honestly what we would do.