Gen AI-Powered Case Data Search

A leading U.S.-based provider of natural gas and natural gas liquids (NGL) transportation and storage services, serving a nationwide customer base. Field technicians routinely performed high-risk “hot work” activities such as welding and cutting on storage tanks and pipelines. A Business Process Management (BPM) platform was used to capture case data from field technicians and transmit it to a cloud data warehouse for further investigation and analytics.

Back-office teams faced significant challenges in managing field technician manpower:

• Difficulty in identifying specialized technicians for complex hot work tasks, resulting in project delays
• Inefficient allocation of temporary worker agencies, leading to increased operational costs
• Reliance on traditional keyword searches through investigation notes, observations, and comments proved ineffective for timely and accurate decision-making

• User Interaction
• Query Classification
• Data Retrieval
• Response Generation
• Integration with Pega

Enhanced Decision-Making Efficiency: The AI Assistant dramatically reduced the time required for back-office teams to analyze case data from hours to minutes, enabling faster and more informed decisions when selecting third-party technicians and agencies for complex hot work assignments

Optimized Resource Allocation: By leveraging semantic search across historical case data, the client achieved better matching of technician expertise to specific job requirements, resulting in improved work quality, reduced rework incidents, and more strategic partnerships with temporary worker agencies