/ Case Studies / AI-Powered Chat: Transforming Technical Support with Generative AI Case Studies AI-Powered Chat: Transforming Technical Support with Generative AIA leading North American discrete manufacturer partnered with Concurrency and Microsoft to pilot an AI-powered chat assistant that enhances the way teams access complex technical documentation. The solution streamlines the retrieval of highly specific information, reducing time and effort, and significantly improving the customer and employee experience across key workflows—while giving the organization a competitive edge through faster response times, greater accuracy, and a more modern, AI-driven support experience.Critical IssueThis manufacturer offers a wide range of highly customized products, supported by a library of over 3,700 technical documents. Internal teams and external partners struggled to find the right documentation during key tasks, resulting in time-consuming searches and inconsistent experiences. The business needed an efficient way to surface critical product and technical guidance at the moment of need, with the goal of improving satisfaction, task quality, and overall efficiency across user roles.Customer ProfileNorth American Discrete ManufacturerOver $3 billion in revenueKey ProblemDifficulty accessing accurate technical documentation from a vast and complex library led to delays, inefficiencies, and inconsistent support experiences.our solutionConcurrency collaborated with the manufacturer to develop a self-service AI assistant designed to simplify the discovery of technical documentation. Built using Azure OpenAI and integrated into Microsoft Teams and a web-based interface, the solution enables users to ask natural-language questions and receive grounded, accurate responses from internal document libraries.To power the solution, the team deployed a private Azure AI environment, ensuring security, scalability, and compliance with internal IT standards. Core components include:Azure App Services and Teams integrationAzure OpenAI for generative chat experiencesAI Agent Framework for orchestrationAzure Search and Document Intelligence for rapid data retrievalAzure SQL, CosmosDB, and Azure Storage for backend supportAzure Kubernetes Services (AKS) for deployment at scaleConcurrency also implemented Microsoft’s WAF framework and provided internal education on AI usage and governance. The platform was designed to be extensible, secure, and maintainable by internal IT teams.The resultsImproved decision-makingInternal teams and partners can now instantly access precise documentation by asking conversational questions, dramatically reducing the effort to find information and improving the speed and quality of task execution.Improved reliability & scalabilityWith scalable architecture and private Azure deployment, the solution is ready to support future expansions to additional product families, internal departments, and eventually external users.AI innovation as a differentiatorThis project unlocked scalable AI capabilities across the business and transformed a manual, inefficient process into a modern, intuitive, AI-driven experience. The solution gave the company a clear competitive advantage by accelerating support, modernizing engagement, and positioning the brand as a forward-thinking leader in the manufacturing space.
