EnergyGrid OperationsAnonymized

    AI Platform for
    Enterprise Automation

    ISO 27001ISO 9001ISO 42001TÜV SÜD PartnerEU-BasedGDPR CompliantMicrosoft Partner

    Challenge & Approach

    The Challenge

    Regulated enterprises receive high volumes of repetitive inquiries across multiple channels - email, phone, portals. Operations teams spend hours answering the same questions. Coverage gaps outside business hours mean slower response and inconsistent quality. The knowledge to answer most questions exists somewhere in the organization - but it's not accessible in the moment of need.

    The second layer: inbound emails are unstructured. Sorting, categorizing, and drafting responses is manual work that doesn't scale.

    Our Approach

    Build an AI platform - not a chatbot, but a shared infrastructure for multiple AI-driven processes under one governed architecture. Delivered by MNB Solutions with engineering discipline: 4-Gate QA quality process, EU-sovereign data processing, GDPR-compliant from day one.

    • Domain-specific FAQ assistant trained on the client's knowledge base
    • AI-powered email categorization, prioritization, and draft response generation
    • Internal guidelines and policies searchable in natural language
    • Contract review and validation against existing databases
    • HR knowledge base for onboarding, policies, and internal agreements
    • Extensible architecture - new verticals without rebuilding the core
    • Seamless integration into existing IT landscape - no separate login
    • EU-sovereign: all data processing within EU regions
    Proof: Energy / Grid Operations - Anonymized

    Client Context

    A major German grid operator needed to handle growing customer inquiries around smart metering without scaling the call center. The knowledge existed in scattered documentation but wasn't accessible to customers as self-service.

    What MNB Solutions Built

    Custom AI platform deployed on the client's public website, trained on their domain-specific knowledge base, integrated into existing infrastructure. End-to-end ownership by MNB Solutions: architecture, development, deployment, and ongoing operations. Named owner for every component.

    Results

    1,750+
    conversations handled in first 4 months
    (and growing)
    81.5%
    positive user feedback
    (0.4% negative)
    69%
    first-contact resolution
    (no human escalation needed)
    ~50%
    usage outside business hours
    (24/7 coverage without staffing)
    ~700 hrs/yr
    call center relief
    (measurable operational impact)
    +34%
    adoption growth
    (first week to last week of measurement)

    Key Insight

    Top topics driving chatbot usage are exactly the topics that drove the highest call center volume. The AI deflects the right inquiries.

    Current Expansion

    Now extending with AI-powered email processing - automatic categorization, prioritization, and draft responses for inbound call center emails. Same infrastructure, same governance.

    Platform Status

    In production. Continuously developed. Zero major outages since go-live. Operated by MNB Solutions with full end-to-end ownership.

    Reference upon request

    What This Enables Next

    This AI platform architecture applies across regulated industries wherever teams handle repetitive inquiries and unstructured communication:

    • Client-facing FAQ and self-service for any portal or website
    • Internal knowledge assistant reducing L1 support ticket volume
    • Email triage for operations teams processing structured requests
    • Compliance Q&A - regulatory requirements searchable in natural language
    • Onboarding assistant for complex enterprise systems

    Each new vertical builds on proven production foundations — no new architecture, no new security review.

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    ✦ Let's Talk

    Have a similar challenge?

    Whether you need a system built from scratch, an operation stabilized, or a failing project recovered — we're built for exactly that conversation. Every engagement gets a named owner, not a ticket queue.

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