Transforming Knowledge Access for a Leading Global Water Treatment Company

Client Overview

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.

Challenges Faced by the Client

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

• Data in Silos: Critical documents on water treatment technologies (raw water, process water, post-treatment, waste management, etc.) were stored indisparate locations across departments.
• Lack of Centralized Access: Engineering, sales, and support teams had nounified 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

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

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:

• 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

•  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

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.