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NIX built a secure AI-powered internal support assistant for a US-based technology enterprise, automating employee helpdesk requests and knowledge access to achieve a 25% reduction in support workload.
Social Networks and Communications
AWS, Data Engineering, Data Science, Cloud Services, Chatbot, Generative AI
AWS, Python, PGVector
The client is a US-based technology enterprise with a diverse operational structure and thousands of employees across multiple departments and locations. As the company scaled, internal support teams faced growing challenges in handling everyday employee requests—ranging from IT issues and HR inquiries to process clarifications and administrative tasks. Employees currently often spend excessive time searching for information across Confluence and shared drives, or reaching out to colleagues for assistance.
Over time, this manual approach led to slower response times, inconsistent service quality, and reduced overall efficiency. To streamline internal operations and enhance the employee experience, the company decided to upgrade its internal support system with an AI-powered chatbot. They chose NIX to lead the initiative, leveraging our deep expertise in enterprise automation and AI-driven workflow optimization.
Our team needed to build an AI-powered chatbot that connects the client’s primary communication platform, Google Workspace, with its core knowledge base, Confluence. The solution was designed to automate employee support, handle internal requests, and provide instant, accurate access to company information through a single intelligent interface.
The key challenges involved ensuring secure integration between the client’s internal systems and cloud-based AI services, maintaining data privacy, and achieving reliable performance across a distributed, global infrastructure.
NIX built a secure, scalable AI assistant integrated into the client’s enterprise systems. Powered by the LLM Claude 3.5 Sonnet and securely deployed through AWS Bedrock, it interprets employee questions and delivers precise answers instantly. The chatbot operates directly within Google Workspace, giving users quick access to support within their everyday tools.
The chatbot integrates with Trello and the Confluence Cloud REST API to automate ticket handling. It gathers user details through conversation, creates and categorizes tickets in the background, and ensures complete support via chat—minimizing human input and errors. Support admins can monitor the bot’s operation in real time and take over at any time for full control.
Using Pgvector and a retrieval-augmented generation (RAG) setup, the chatbot accesses internal company knowledge stored in Confluence and provides employees with direct, context-aware answers. The data pipeline utilizes webhooks to keep the database updated automatically, ensuring that employees always receive the latest information without requiring manual maintenance.
We used LangGraph to connect all AI components, APIs, and databases, ensuring that every user message is properly classified, routed, and executed. Ticket and query data are securely stored in AWS RDS PostgreSQL and an internal Trello board for traceability and compliance.
NIX implemented a guardrail system that limits chatbot responses to verified corporate sources like Confluence. The entire environment runs in an isolated AWS container with Docker, ensuring data integrity, restricted access, and compliance with company and regional security standards.
NIX’s AI solution completely changed the way internal support works. Employees now get instant help through chat, and the AI assistant autonomously handles the vast majority of common requests, freeing the support team to focus on the tougher, more complex issues that require personalized attention. Automation has dramatically boosted efficiency: tasks that used to take several minutes are now resolved in seconds. The resulting efficiency also helped the company cut costs and ensure secure data handling at a large scale.
The project remains ongoing. NIX continues to expand the system’s capabilities, with planned integrations of additional components, including Slack, Teams, and Google Drive. These enhancements will further strengthen cross-platform accessibility and organizational knowledge management.
70%
faster ticket resolution
100%
managed ticket automation
35%
higher employee satisfaction
25%
lower support workload
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