Transforming Knowledge Access for a Leading Global Water Treatment Company

Client Overview

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The client is a pioneer in water treatment with a legacy spanning over six decades.Established in the 1960s, they have evolved into a premier provider of water and environmental management solutions with a strong global presence.
Their portfolio includes technologies and services for water and wastewater treatment, solid waste management, and waste-to-energy. With a deep commitment to innovation, customer satisfaction, and sustainable practices, the client serves industries, institutions, municipalities, and households across the globe.

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Challenges Faced by the Client

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The client faced multiple challenges related to internal knowledge management
and collaboration:

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● Data in Silos: Critical documents on water treatment technologies (raw water,
process water, post-treatment, waste management, etc.) were stored in
disparate locations across departments.
● Lack of Centralized Access: Engineering, sales, and support teams had no
unified platform to retrieve technical documentation, resulting in frequent
delays.
● Sales Support Bottlenecks: Sales teams needed technical inputs for proposals
but had to rely on the engineering department for responses.
● Inefficient Information Retrieval: Locating specific technical information was
time-consuming due to the absence of intelligent search and indexing
mechanisms.

Thunai’s AI Knowledge Agent in Action

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Thunai deployed its AI-powered Knowledge Agent to streamline knowledge access
and improve internal efficiency:

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1. Ingesting and Indexing Large-Scale Documents
● AI-based ingestion from various formats and repositories.
● Metadata tagging for enhanced organization and quick retrieval.
● Real-time updates and support for over 100,000 documents.

2. AI-Powered Search and Intelligent Retrieval
● Fast, semantic search for context-aware results.
● Integration of Large Language Models (LLMs) to interpret and respond to
complex technical queries.
● Similarity-based retrieval to ensure relevant and accurate information
delivery.

3. Conversational AI Interface
● Voice and chat-based agents trained on the client’s internal knowledge
base.

● Real-time answers to technical questions such as:
○ “What should be added to remove silica from water?”

○ “What is the ideal pH level in drinking water treatment?”
○ “Which membrane is suitable for zero liquid discharge?”
● Internal users can query in natural language and receive detailed, accurate
answers instantly.

Proposal Drafting and Knowledge Aggregation:

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● Thunai’s AI system also aggregated years of proposal data stored within the
client’s system. By analyzing these historical proposals, Thunai's AI could
identify similar proposal data and automatically draft new proposals based
on inputs from the sales teams, significantly reducing the time spent on
proposal creation and minimizing reliance on other departments.
● In addition to proposals, Thunai aggregates and generates knowledge from
customer calls, continuously enriching the existing knowledge base with
real-time insights derived from these interactions. This powerful integration not
only made knowledge retrieval more effective but also ensured that sales
and support teams had access to a continually updated knowledge base,
improving both internal operations and customer service.

Key Benefits and Outcomes

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● Centralized Knowledge Repository: All internal documentation is now unified
in a single platform, improving accessibility across departments.
● Improved Sales Efficiency: Sales teams can access technical details
independently, accelerating proposal creation and reducing dependency.
● Faster Information Retrieval: Users can retrieve complex technical information
instantly without manual document search.
● Reduced Inter-Department Dependencies: Real-time access eliminates
bottlenecks between teams, enhancing workflow and collaboration.
● Flexible Access Modes: Both voice and chat interfaces ensure accessibility for
diverse user preferences and scenarios.
● Scalable and Secure Platform: The solution is capable of handling large
volumes of data securely, supporting future growth.

Conclusion

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By implementing Thunai’s AI-powered knowledge agent, the client successfully
centralized and unlocked access to its vast technical documentation. What was
once fragmented across departments is now seamlessly accessible via intelligent
chat and voice interfaces. This transformation has improved internal efficiency,
reduced delays, empowered sales teams, and set the stage for smarter, data-driven
decision-making across the organization.