Our work.

A first-pass model was added to a line that relied on visual checks. Only low-confidence cases reach an inspector, and inspection staff moved to downstream work.

• 8-week PoC
• Parallel run
• Staff reassigned

Past tickets feed a draft-reply tool. Agents keep the send decision, and we re-measured how often drafts were used to tune the rules.

• Data prep first
• Agent keeps control
• Re-measured

Regulation required data to stay in-house, and an on-premise build exceeded budget. We defined the data work to do first and agreed to revisit later.

• Assessment only
• On-premise review
• Prerequisites defined

Contracts and deliverables held separately by each team were merged into one searchable store, as groundwork before any AI.

• One store
• Search
• Access design

We first wrote down how the experienced dispatcher decides, moved that into code, and had the dispatcher confirm each recommendation.

• Tacit knowledge written down
• Rules first
• Human confirms