ParcelPort Solutions

ParcelPort Solutions, a pioneer in smart locker technology, is transforming parcel logistics for retailers, residential multitenant buildings, couriers, and new developments. Their comprehensive network of smart lockers helps with last-mile delivery, offering significant time and cost savings while enhancing the delivery experience for every link in the logistics chain.

As ParcelPort continues to grow, so do the needs of their clients for the high-quality customer support experience they have come to expect. As a result, ParcelPort partnered with Innovative Solutions to augment their client experience with artificial intelligence technology using Innovative’s Tailwinds platform. ParcelPort expects this technology to help improve their KPIs without a proportional increase in costs and without slowing their growth.

Business Objectives
  • Create an AI-powered support system capable of handling inquiries across multiple channels (chat, email, voice)
  • Reduce support costs while maintaining service quality
  • Enable 24/7 customer support availability
  • Improve first-contact resolution rates
  • Streamline support operations for their growing smart locker network
The Challenge

ParcelPort’s rapid expansion of their smart locker network created increasing pressure on their customer support infrastructure. With a diverse range of support tickets spanning hardware issues, lost packages, and general inquiries, their support team needed to manage a complex knowledge base while maintaining quick response times.

Their existing support system struggled to handle the volume of inquiries efficiently, with monthly tickets reaching 141 and covering various issues from lost package incidents (24.1%) to hardware-related problems (15%). The company needed a solution that could scale with their growth while maintaining their high standards for customer service.

Property managers were spending significant time on delivery processing, and the support team needed to handle various priority levels effectively while ensuring consistent service quality across all channels.

The Solution

Based on a successful proof-of concept delivered by Innovative, ParcelPort stands ready to implement a comprehensive AI support system throughout the organization. The solution architecture combines IBM watsonx Assistant’s chat capabilities with Amazon Bedrock running on AWS, integrating seamlessly with ParcelPort’s existing infrastructure to create an intelligent, scalable support system.

Key components include:

  • IBM watsonx Assistant providing a natural, conversational interface for customers
  • Amazon Bedrock integration delivering secure access to advanced AI models
  • Anthropic Claude integration through Amazon Bedrock for sophisticated query understanding
  • Custom-trained AI models using ParcelPort’s extensive support knowledge base
  • Automated priority-based ticket routing and handling
  • Multi-channel support capabilities (chat, email, voice)
  • Real-time analytics and reporting dashboard
  • Intelligent escalation protocols for complex issues
Transforming the Customer Experience

ParcelPort’s partnership with Innovative Solutions and implementation of Tailwinds is targeting ambitious goals to transform their customer support operations through AI-powered automation and intelligence.

“We’re excited about how Tailwinds will transform our customer support operations. Using the power of AI to expertly route and service routine inquiries allows our team to focus on complex issues that require the human touch of our team of logistics experts. We expect to see faster response times, happier customers, and significant cost savings.”

– Michael Trueman, President and Co-Founder, ParcelPort

Targeted Outcomes
  • Projected 40% reduction in average response time for customer inquiries
  • Expected 30% decrease in support operational costs
  • Target 95% first-contact resolution rate for common support issues
  • Implementation of 24/7 support availability without increasing staffing
  • Anticipated property manager time savings of 10 hours (25%) per week on delivery processing
  • Goal of 85% customer satisfaction rating for AI-handled interactions

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Perla

Perla, a healthtech software company, provides comprehensive compliance and credentials management solutions for long-term care organizations. Their HIPAA-compliant platform helps healthcare administrators streamline and automate critical administrative tasks, ensuring regulatory compliance while reducing operational overhead. Facing increasing demand and ambitious growth targets, Perla partnered with Innovative Solutions to assess how to enhance their platform with advanced AI capabilities.

Through the implementation of Innovative’s Tailwinds platform, via proof-of-concept for the purposes of this engagement, for AI workflow automation, Perla was presented with an approach to transform their compliance management system into an intelligent, predictive platform capable of handling complex compliance requirements at scale. The potential solution is estimated to result in a 40% reduction in administrative workload and could position Perla for expansion to serve 1,000 institutions and 500,000 users.

Business Objectives
  • Develop an AI-powered compliance management system with natural language search capabilities
  • Automate credential verification and license tracking processes
  • Enable proactive compliance monitoring and notification systems
  • Scale platform capacity while maintaining HIPAA compliance
  • Streamline audit reporting and documentation processes
The Challenge

Perla faced several critical challenges as they prepared for significant platform expansion. Their existing system, while functional, required substantial manual intervention for complex compliance queries and report generation. Healthcare administrators spent countless hours manually verifying credentials and creating compliance reports, leading to potential delays and increased risk of human error.

The company needed a solution that could scale efficiently while maintaining strict HIPAA compliance and data isolation requirements. Additionally, they sought to simplify the user experience by implementing natural language search capabilities, allowing administrators to quickly access and verify healthcare worker credentials without navigating complex database queries.

The Solution

Innovative designed and deployed a proof of concept and is prepared to implement a comprehensive AI solution using Tailwinds, Amazon Bedrock, and IBM’s watsonx software running on AWS to create a secure, scalable compliance management system. The solution includes:

  • Integration with Amazon Bedrock for natural language processing capabilities, enabling intuitive search and verification of healthcare worker credentials
  • Implementation of automated license tracking and expiration notification systems using AI-driven workflows
  • Development of intelligent reporting tools that automatically generate compliance reports based on user-defined policies
  • Creation of secure, customer-specific data silos ensuring HIPAA compliance and data isolation
  • Implementation of scalable architecture supporting future EMR/HR system integrations
Architecture

The solution leverages AWS’s robust security features and Tailwinds’ AI workflow automation capabilities to create a highly secure and scalable platform. Key components include Amazon Bedrock for AI processing, Amazon S3 for secure document storage, IBM watsonx Assistant as an interface, and AWS Lambda for serverless computing, all orchestrated through Tailwinds’ intuitive application.

Transforming the Customer Experience

The implementation of AI-powered capabilities through Tailwinds has the power to revolutionize how Perla’s customers manage healthcare compliance. Administrators would have access to intelligent search capabilities, automated monitoring, and proactive notification systems that significantly reduce manual workload while improving accuracy.

“Innovative Solutions understood our unique challenges in healthcare compliance and designed a solution that exceeded our expectations. We look forward to potentially offering our healthcare clients an intelligent compliance management solution with natural language capabilities that saves them valuable time while ensuring absolute accuracy. What used to take hours would then take minutes and allow them to focus on more strategic tasks.”

– Reza Ghafoorian, MD, Esq, CEO of Perla

Estimated Key Results
  • 40% reduction in administrative time spent on compliance management
  • 60% faster credential verification process through natural language search
  • 90% improvement in proactive compliance monitoring and notification
  • Capability to scale to 1,000 institutions and 500,000 users
  • Zero compliance breaches during platform enhancement

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AKRU

AKRU, provides access to premium real estate through fractional ownership. With a mission to make real estate investing more accessible, AKRU’s platform allows individuals to invest as little as $1,000 while managing complex property documentation and financial distributions for both investors and asset owners.

Because of the inherent need for documents in real estate transactions, manual legal and tax documentation creates a heavy burden on staffing. AKRU partnered with Innovative Solutions to implement a generative AI-powered document processing solution using its Tailwinds product, Amazon Bedrock, and IBM watsonx. As a result, software running on Amazon Web Services is now processing and preparing documentation more quickly and just as accurately as humans at a fraction of the cost. This transformation has improved operational efficiencies that allows AKRU continue to invest in growth.

Business Objectives
  • Automate the extraction of critical data from property documents
  • Streamline calculations for distributions
  • Reduce manual processing time and human error
  • Scale operations while maintaining cost efficiency
The Challenge

AKRU is experiencing rapid growth, leading to an increasing volume of complex property documents requiring detailed analysis and data extraction. Their team of real estate experts was spending significant time manually reviewing documents to extract crucial information such as Net Operating Income (NOI), property prices, debt amounts, and partner information. This manual process was not only time-consuming but also prone to human error, which required additional costs to double-check.

The company needed a solution that could automate these processes while maintaining high accuracy and compliance standards, allowing their team to focus on higher-value activities and platform growth.

The Solution

Innovative designed a comprehensive AI solution using its Tailwinds software, leveraging the power of Amazon Bedrock and advanced language models. The solution included:

  • Implementation of AI-powered document processing using Tailwinds’ intelligent document extraction capabilities
  • Custom-built workflows for automated waterfall calculations and partnership distribution analysis
  • Integration with AKRU’s existing platform for seamless data flow and processing
Architecture

The solution architecture leverages Tailwinds’ AI workflow automation platform, integrated with watsonx software from IBM and running on AWS, for secure and scalable AI processing. The system includes:

  • Document ingestion and preprocessing pipeline
  • AI-powered data extraction engine
  • Automated calculation and verification systems
  • Secure document generation and storage
  • Integration with existing financial and investor management systems
Transforming the Customer Experience

The implementation of AI-powered document processing will transform AKRU’s operations, enabling faster, more accurate processing of property documents and financial calculations.

“Innovative rapidly built technology that transforms how we handle property documentation and tax processing. What used to take our team days will happen in hours, allowing our team of experts to focus on higher value client interactions, edge cases, and quality.”

– Mohsin Masud, Chief Executive Officer, AKRU

Key Anticipated Results
  • 75% reduction in document processing time
  • 90% improvement in data extraction accuracy
  • 40% reduction in operational costs related to document processing
  • Enhanced scalability of operations without proportional cost increase

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LawDocVentures

LawDocVentures, and its brand LawDocsXpress, is a pioneering provider of on-demand legal support services, serving law firms, corporate legal departments, and government agencies for over two decades. With a track record of delivering more than 3 million jobs and maintaining long-term client relationships spanning more than 10 years, LawDocsXpress has established itself as a trusted partner in the legal services industry. Facing the challenge of optimizing their workforce management for complex project staffing, they sought an innovative solution to enhance their operational efficiency and maintain their competitive edge.

Working with Innovative Solutions, LawDocsXpress implemented a sophisticated AI-powered workforce management system using Innovative’s Tailwinds platform, resulting in a 40% reduction in project staffing time and a 35% improvement in resource utilization.

Business Objectives
  • Implement an AI-driven system for dynamic project staffing
  • Automate the matching of employee specialties with client project requirements
  • Enhance operational efficiency and reduce manual scheduling efforts
  • Minimize scheduling conflicts and optimize resource allocation
  • Maintain high service quality while scaling operations
The Challenge

LawDocsXpress’s success in providing flexible, high-quality legal support services created a complex workforce management challenge. With a growing pool of specialized legal professionals and an increasing variety of client projects, the manual process of matching employee expertise with project requirements became increasingly time-consuming and prone to inefficiencies.

The company needed to consider multiple factors simultaneously: employee specializations, availability, client preferences, project deadlines, and potential scheduling conflicts. Traditional management systems struggled to handle these complex variables effectively, potentially impacting service delivery and resource utilization.

Additionally, the company’s commitment to maintaining long-term client relationships required consistent service quality, making it crucial to optimize the matching of experienced staff with familiar clients while still allowing for scalability and flexibility.

The Solution

Innovative implemented an AI-powered workforce management solution powered by Tailwinds, leveraging Amazon Bedrock and IBM watsonx Assistant running on AWS. The solution included:

  • Implementation of an AI-powered vector store using Weaviate to maintain detailed employee profiles, skills, and project history
  • Integration with Amazon Bedrock to access state-of-the-art language models for intelligent matching algorithms
  • Development of custom workflows in Tailwinds for automated project staffing and conflict resolution
  • Real-time availability tracking and proactive scheduling conflict identification
  • Machine learning models trained on historical project data to optimize resource allocation
Transforming the Customer Experience

The implementation of the Tailwinds solution revolutionized LawDocsXpress’s workforce management processes, enabling them to maintain their high service standards while significantly improving operational efficiency.

“Tailwinds has revolutionized how we manage our workforce. The AI-powered solution has not only streamlined our operations but has also enabled us to maintain our high standards of service while scaling our business efficiently. We’ve seen significant improvements in our ability to match the right professionals with client projects, ultimately leading to better outcomes for everyone involved.”

– Catherine Massey, Founder & CEO, LawDocVentures

Key Results
  • 40% reduction in time spent on project staffing and resource allocation
  • 35% improvement in overall resource utilization
  • 28% decrease in scheduling conflicts
  • 45% faster response time to urgent client requests
  • 25% increase in concurrent project capacity

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Mednet

Mednet provides an eClinical platform to design and implement clinical trials through their flagship platform, iMednet. Mednet was looking for an AI solution to generate clinical forms.  In partnership with Innovative Solutions, Mednet was privy to a demonstration of an AI-powered document processing solution using Tailwinds. The demonstration showed promise of improving their clinical trial documentation workflow.

Business Objectives
  • Automate the extraction and structuring of information from PDF documents into JSON payloads
  • Implement intelligent validation processes for medical form generation
  • Reduce manual data entry while maintaining accuracy
  • Establish a scalable solution for future growth
The Challenge

Mednet sought to implement an AI solution to generate forms removing the need for their users to do so manually. Additionally, Mednet required a solution that could scale with their growing business while maintaining consistent performance and accuracy across all types of clinical trial documentation.

The Solution

Innovative Solutions implemented a comprehensive AI-powered document processing solution leveraging Tailwinds, Amazon Bedrock, and IBM watsonx Assistant. The solution includes:

  • Tailwinds AI workflow automation platform for orchestrating the document processing pipeline
  • Integration with Amazon Bedrock and Anthropic’s Claude large language model for advanced document understanding and data extraction
  • IBM watsonx Assistant implementation for human-in-the-loop review and validation
  • Custom validation rules engine ensuring compliance with medical standards
  • Seamless integration with Mednet’s existing Salesforce infrastructure

The solution provides an intelligent document processing workflow that automatically extracts relevant information from PDFs, structures it into standardized JSON payloads, and facilitates human review when necessary. The system uses advanced AI models to understand complex medical terminology and ensure accurate data capture.

Transforming the Customer Experience

The implementation of Tailwinds would have the potential to revolutionize Mednet’s document processing workflow, enabling them to handle increasing volumes of clinical trial documentation with greater efficiency and accuracy.

“Seeing the concept created through Tailwinds allowed us to imagine its possibilities if employed.”
– The Mednet team

Key Results
  • 5% potential reduction in document processing time
  • 10% potential increase in operational efficiency
  • 20% decrease in manual review requirements

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ParkStash

ParkStash, a leading provider of digital parking management solutions, serves various industries including multifamily residential communities, universities, and commercial properties. Their platform combines digital permits, automated enforcement, and parking access control to streamline parking operations. Looking to enhance their B2B SaaS offering, ParkStash sought to integrate advanced AI capabilities to automate key processes and improve customer experiences.

By partnering with Innovative Solutions and using its Tailwinds software, ParkStash transformed their platform with intelligent automation, resulting in enhanced operational efficiency and improved customer satisfaction. The implementation of AI-powered features has positioned ParkStash at the forefront of parking management innovation.

Business Objectives
  • Automate the permit reservation process to reduce manual processing time
  • Implement AI-driven support ticket resolution for faster customer service
  • Streamline enforcement processes through intelligent automation
  • Enhance overall user experience for property managers and end-users
The Challenge

ParkStash faced increasing demand for their digital parking management solution, but manual processes were limiting their ability to scale efficiently. Property managers were spending significant time processing permit applications and responding to support tickets, while enforcement teams needed a more streamlined way to add additional enforcers, access historical permit data, and coordinate their activities.

The company recognized that maintaining their high customer satisfaction rates and impressive ROI metrics would require intelligent automation to handle routine tasks.

The Solution

Innovative Solutions used Tailwinds, its AI workflow automation platform, to build AI software running on Amazon Bedrock using IBM watsonx Assistant, resulting in four enhancements to ParkStash’s application:

Permit Reservation Automation

  • Integrated Amazon Bedrock with Claude to process natural language permit applications
  • Implemented intelligent form filling and validation
  • Created automated approval workflows based on predefined rules

AI-Powered Support System

  • Enhanced the ticket routing and response system leveraging IBM watsonx Assistant software running on AWS
  • Integrated historical data analysis for context-aware responses
  • Implemented automated follow-up and satisfaction tracking

Enforcement Automation

  • Utilized watsonx Assistant to assist users with enforcement scheduling and coordination
  • Implemented automated permit history analysis
  • Created real-time notification systems for enforcement teams
Transforming the Customer Experience

The implementation of Tailwinds has revolutionized ParkStash’s operations and service delivery. Property managers now spend significantly less time on routine tasks, while end-users enjoy a more seamless parking management experience.

“Tailwinds adds AI to our industry-leading parking management platform. What used to take hours now happens in minutes, and our customers are thrilled with the intelligent automation, and we’re thrilled with the efficiencies this provides.”

– Sameer Saran, CEO

Key Results
  • 50% reduction in permit processing time
  • 70% decrease in support ticket resolution time
  • 60% improvement in enforcement team efficiency
  • 30% increase in platform scalability

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Stevens Water Monitoring Systems

Stevens Water Monitoring Systems, established in 1911, stands as the industry’s most senior water monitoring company, providing cutting-edge environmental data acquisition systems through its MEASUREMENTS TO MIND® (M2M) platform. Stevens designs, manufactures, and integrates environmental data acquisition systems with expertise in water resources, soil moisture, and matric potential.

As turf maintenance practices are modernized across the industry, Stevens partnered with Innovative Solutions to integrate generative AI capabilities into their sensor data analysis system. By implementing Tailwinds, powered by Amazon Bedrock and IBM watsonX Assistant, Stevens transformed their turf maintenance insights platform into an intelligent system capable of providing real-time, actionable recommendations.

Business Objectives
  • Integrate sensor data with generative AI to provide actionable turf maintenance insights
  • Develop an intelligent querying system for turf health monitoring
  • Create predictive maintenance capabilities for proactive turf care
  • Enhance visual insights delivery through advanced analytics
  • Streamline the interpretation of complex environmental data
The Challenge

Stevens Water Monitoring Systems faced increasing demand from their clients, particularly in the golf course and sports facility management sector, for more sophisticated and predictive turf maintenance insights. Traditional sensor data, while valuable, required significant expert interpretation to translate into actionable maintenance recommendations.  The company needed to transform their vast amounts of sensor data into easily digestible insights that facility managers could act upon instantly. Additionally, they sought to incorporate professional turf care knowledge, such as PGA documentation, into their analysis to provide context-aware recommendations.

The challenge lay in creating a seamless interface between their sophisticated M2M sensor platform and modern AI capabilities while maintaining the reliability and accuracy their clients had come to expect over their century-long history.

The Solution

Innovative implemented a comprehensive solution using Tailwinds, their AI workflow automation platform, to bridge the gap between sensor data and actionable insights. The solution architecture leverages several key technologies:

  • Amazon Bedrock for secure and scalable AI model deployment
  • IBM watsonX Assistant for natural language chat interface
  • Amazon Quicksight for advanced visualization capabilities
  • Tailwinds platform for AI workflow automation and integration.  Learn more about Innovative Tailwinds

The solution integrates real-time sensor data from Stevens’ M2M platform with contextual information from professional turf care documentation. This combination allows for intelligent analysis that considers both current environmental conditions and established best practices.

Transforming the Customer Experience

The implementation of Tailwinds has revolutionized how Stevens’ clients interact with environmental data. Facility managers can now receive immediate, AI-powered insights about turf conditions and specific maintenance recommendations through a natural language interface.

“The integration of AI into our M2M platform has transformed how we deliver value to our clients. Our customers now have insights that help them prevent issues before they become visible on the ground. What used to take hours of expert analysis can now be accessed instantly through natural language and successfully blends cutting-edge AI technology with our century of experience.”

– Scott South, CEO

Key Results
  • 30% reduction in time spent analyzing environmental data
  • 40% improvement in early detection of potential turf health issues
  • 25% forecasted decrease in water usage through optimized maintenance scheduling
  • 15% increase in client satisfaction through maintenance recommendations, increased data visibility, and turf-health related issue reduction

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Tech & Flow Ventures

Tech & Flow Ventures, a pioneering fintech company, provides services to financial institutions and their customers to help them understand and grow their assets. Their mission is to help financial institutions expedite 100,000 customers journey to build their first $250,000. Facing the challenge of scaling personalized financial services while maintaining quality, Tech & Flow partnered with Innovative Solutions to implement an AI-powered next-best-action recommendation system using Tailwinds and Amazon Bedrock.

The collaboration resulted in a 400% increase in advisor capacity, enabling each financial advisor to effectively manage over 400 clients while maintaining high-quality personalized service.

Business Objectives
  • Scale personalized financial advisory services without proportionally increasing costs
  • Enhance competitive advantage against larger institutions through modern digital tools
  • Increase non-interest income through improved lead generation and data analytics
  • Improve client retention rates among young professionals (25-30 years old)
  • Convert basic banking clients into comprehensive financial services clients
The Challenge

Tech & Flow faced several market challenges. Traditional financial advisory models were heavily dependent on manual analysis and relationship management, limiting each advisor’s capacity to effectively serve only 100 clients. This constraint made it difficult for smaller institutions to compete with larger organizations that could leverage economies of scale.

Additionally, the company needed to find a way to integrate and analyze vast amounts of financial data from multiple sources, including transaction histories, conversation transcripts, and client behaviors. The challenge was compounded by the need to maintain consistent service quality even during third-party API outages while providing real-time, personalized recommendations that would resonate with their target demographic of young professionals.

The Solution

Innovative Solutions implemented a sophisticated AI solution powered by it’s Tailwinds product, Amazon Bedrock, and IBM’s watsonx software running on AWS, creating a multi-agent architecture that transformed Tech & Flow’s advisory capabilities. The solution comprised several key components:

  • Integration with financial data aggregators (Finicity/Plaid) for comprehensive client financial analysis
  • Implementation of a persistent vector database to maintain service continuity during API outages
  • Deployment of multiple specialized AI agents for different aspects of financial analysis and recommendation generation
  • Development of an automated client profile analysis system for efficient meeting preparation
  • Creation of a real-time recommendation engine for personalized financial advice

The solution leverages Amazon Bedrock’s enterprise-grade security and scalability, ensuring that sensitive financial data remains protected while enabling rapid processing of complex financial information.

Transforming the Customer Experience

Financial advisors gained access to deep, actionable insights about their clients’ financial behaviors and needs, enabling them to provide more timely and relevant recommendations. The system’s ability to automate routine analysis and preparation work allowed advisors to focus on high-value client interactions and relationship building.


“This AI technology from Innovative Solutions has completely transformed how we serve our clients. What used to take hours of analysis can now be done in minutes, allowing our advisors to focus on what really matters – building meaningful relationships with clients.”
– Xaviar Gray, CEO

Key Results
  • 400% increase in advisor capacity, enabling each advisor to manage 400+ clients effectively
  • 35% improvement in client retention rates among young professionals
  • 45% increase in conversion rates from basic banking to comprehensive financial services
  • 28% growth in non-interest income through enhanced lead generation
  • 60% reduction in meeting preparation time for financial advisors

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Unico Power

Unico Power, a pioneer in Intelligent EV charging and Energy Management Systems (EMS), serves properties across Canada with their Aprisa™ chargers, Faro™ wireless gateways, and Maestrol™ controllers. With over 150 completed projects multi-unit residential and commercial properties, Unico Power needed to scale their customer support capabilities to match their rapid growth.

Facing increasing support demands and seeking to maintain their high service standards, Unico Power partnered with Innovative Solutions to implement an AI-powered support system using Tailwinds. This transformation has the opportunity to revolutionize their customer service operations, delivering 24/7 support capabilities while maintaining exceptional response accuracy.

Business Objectives
  • Reduce customer support wait times and enhance response efficiency
  • Scale customer service capabilities without proportionally increasing staff
  • Maintain high-quality support standards while handling growing demand
  • Implement 24/7 support coverage for their expanding customer base
  • Optimize operational costs while improving service delivery
The Challenge

As Unico Power expanded its presence across multiple cities and entered the single-family residential market, its traditional customer support model faced pressure. The support team received increasing inquiries about their sophisticated EV charging systems, especially during late hours when technical staff were less available.

The complexity of their product portfolio, including Aprisa™ charging stations and Cerebro™ Energy Management Systems, meant that support tickets often required technical expertise. This created bottlenecks in response times, with support staff having less time to solve complex cases.

Furthermore, Unico Power’s commitment to providing comprehensive support for both property managers and individual EV owners demanded a solution that could handle diverse inquiries while maintaining accuracy and personalization.

The Solution

Innovative Solutions implemented a cutting-edge AI-powered support system combining IBM watsonx Assistant with their proprietary Tailwinds platform. The solution leverages a powerful combination of technologies:

  • IBM watsonx Assistant for the chat interface and conversation management
  • Amazon Bedrock for secure access to advanced language models
  • Tailwinds platform for seamless integration and workflow automation
  • Custom knowledge base built from Unico Power’s technical documentation

The integrated system leverages IBM watsonx Assistant’s sophisticated chat interface to provide immediate, contextual responses while ensuring seamless escalation to human support when needed. The Tailwinds platform orchestrates the workflow between watsonx Assistant, Amazon Bedrock, and Unico Power’s support staff, maintaining high quality while significantly reducing response times.

Transforming the Customer Experience

The implementation of the AI-powered support system is transforming Unico Power’s customer service operations. The solution provides instant preliminary responses to common inquiries, allowing support staff to focus on more complex technical issues and strategic customer interactions.

“The integration of AI into our support system will allow Unico Power to scale our support operations without compromising on quality. Our technical team can now focus on complex issues while routine inquiries are handled efficiently by the AI system. We’re now able to provide quicker responses while maintaining the level of on-site service that customers require.”– Martin Berka – CTO / Co-Founder

Key Results
  • 85% reduction in initial response times
  • 50% decrease in support ticket resolution time
  • 95% accuracy rate in AI-generated responses
  • Ability to provide 24/7 support, at 50% lower cost than an offshore call center

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PartnerComm

PartnerComm, a leading employee communication consulting firm, combines HR content expertise with ad agency creativity to help companies tell their story. Recognizing the need for round-the-clock benefits support, PartnerComm partnered with Innovative Solutions to validate an AI-powered assistant that could provide personalized benefits guidance through an intuitive self-service interface.

PartnerComm selected Innovative to develop a proof of concept (POC) that utilizes generative AI technology capable of delivering instant, simplified benefits support while maintaining the high standards of accuracy and clarity that have earned them accolades.

Business Objectives
  • Provide 24/7 benefits support for individual members
  • Enhance understanding of complex benefits information
  • Reduce burden on traditional support channels
  • Enable multilingual benefits guidance
  • Create more informed benefits decision-making
The Challenge

Employee benefits are complex, and it can take a significant amount of time and effort to understand them. PartnerComm identified several key challenges:

  • Members accessing benefits information at all hours
  • Complex suite of benefits offerings requiring detailed explanations
  • Need for seamless experience to answer individual questions
The Solution

Innovative designed and implemented a POC built using its Tailwinds product and leveraging IBM watsonx Assistant to create an intelligent benefits navigation agent:

  • 24/7 Benefits Guide: Created an always-available AI assistant that helps employees understand and navigate their benefits options 
  • Personalized Support: Demonstrated ability to provide tailored recommendations based on each employer’s specific programs
  • Interactive Calculations: Enabled real-time analysis of contribution options and coverage scenarios
  • Step-by-Step Guidance: Provided clear, sequential support for benefits enrollment and utilization

The POC demonstrated that modern AI technologies can transform traditional benefits material into an interactive tool that provides accurate and timely guidance in a trusted environment.

“Innovative Solutions helped us reimagine digital capabilities and support to consistently meet and exceed our customer expectations. Their AI assistant transforms complex benefits information into conversations that members can have anytime, anywhere.”

Future Vision and Expected KPIs

Based on POC results and industry benchmarks, a full implementation is expected to deliver:

  • 30% reduction in basic benefits inquiries to human support staff
  • 24/7 support coverage with < 5 second response time
  • 2x increase in engagement among employees during open enrollment 

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