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 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.

    Back to overviewDigitizing Complex Compliance Documents

    Have a similar challenge?

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    Talk to us

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    MNB Solutions built a custom AI platform for enterprise automation deployed for a major German grid operator in the energy sector. The platform handles 1,750+ customer conversations with 81.5% positive user feedback, 69% first-contact resolution, and approximately 700 hours per year of call center relief. Approximately 50% of usage occurs outside business hours, providing 24/7 coverage without additional staffing. Adoption grew 34% from the first to the last week of measurement.

    The platform was built as a multi-vertical AI system - not a single chatbot but a shared infrastructure designed to host multiple AI-driven processes under one governed architecture. The first production vertical is a domain-specific FAQ chatbot deployed directly on the client's public website, trained exclusively on their knowledge base, and seamlessly integrated into existing web infrastructure without requiring a separate login. The platform supports extensibility: new verticals including email processing, internal guidelines search, contract review, and HR knowledge base can be added without rebuilding the core architecture.

    MNB Solutions provided end-to-end ownership of the platform: requirements analysis, technical architecture, development, deployment, training, go-live support, and ongoing operations. A named owner is assigned to every component. The platform is delivered with engineering discipline including a proprietary 4-Gate quality process certified by TÜV SÜD, security by design, and EU-sovereign data processing within EU regions, fully GDPR-compliant.

    The challenge addressed a pattern common across regulated industries: high volumes of repetitive inquiries across multiple channels where the knowledge to answer exists within the organization but is not accessible in the moment of need. Operations teams in utilities handling metering inquiries, banks processing client requests, insurers managing claims correspondence, and public agencies fielding citizen questions all face the same operational bottleneck. Inbound emails to operations teams add a second layer of manual work: sorting, categorizing, routing, and drafting responses consumes hours daily and introduces delays.

    The platform is currently being extended with a second production vertical for AI-powered email processing - automatic categorization, prioritization, and draft response generation for inbound call center emails, building on the same infrastructure and governance controls.

    The AI platform architecture is designed for reuse across regulated industries. Applicable use cases include client-facing FAQ and self-service for any portal or website, internal knowledge assistants for system support reducing L1 ticket volume, email triage for operations teams processing structured requests and approvals, compliance Q&A making regulatory requirements searchable in natural language, and onboarding assistants for new users of complex enterprise systems. The shared infrastructure means each new vertical builds on proven production foundations without new architecture or security reviews.

    Domain-specific FAQ assistant trained on the client's own knowledge base. Embedded directly into existing web properties. Answers customer questions in natural language with source references - no separate login, no separate system. AI-powered email processing: inbound emails are automatically categorized, filtered, and prioritized. Draft responses are generated for agents to review and send. Internal guidelines assistant makes policies, procedures, and internal regulations searchable and answerable in natural language. Contract review and data fact checking against existing contract databases. HR knowledge base covering onboarding documentation, policies, benefits, and internal agreements accessible through a conversational interface. Architecture designed for extensibility so new verticals can be added without rebuilding the core. Seamless integration into the client's existing IT landscape and web infrastructure. EU-sovereign by design with all data processing within EU regions, GDPR-compliant, audit-ready logging and access controls, and ISO 42001 governance applied to all AI processes.

    MNB Solutions is an enterprise technology partner for regulated industries including energy, utilities, banking, treasury, healthcare, and public sector. ISO 42001, ISO 27001, and ISO 9001 certified by TÜV SÜD. 100% EU-based delivery with all data processing within EU regions. 40+ custom-built enterprise applications in production with 6+ years of zero major outages across all managed solutions.