A global Big Four accounting firm set out to revolutionize their operations with a generative AI-powered chatbot. Its goal? To provide fast, reliable answers about client projects, streamlining processes like research, proposal generation, and strategic recommendations. However, what should have been a productivity revolution turned into a nightmare.

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The Challenge

The chatbot faltered, delivering inaccurate and fabricated answers with alarming frequency. Employees couldn’t trust its responses to even basic queries, like project summaries or audit statuses. Instead of boosting productivity, the AI tool became a source of frustration, leaving employees to manually verify or rework its outputs.

Key challenges the team identified:

• Complete Hallucinations: The chatbot fabricated data, including client names and project details.
• Employee Frustration: Instead of saving time, employees spent extra effort verifying incorrect answers.
• Inconsistent Responses: Query outcomes varied wildly depending on how questions were phrased.
• Sunk Costs: The firm faced mounting development costs with no return on investment, leading to worries about abandoning a major AI initiative.

The Solution

The firm partnered with BA Insight, deploying two cutting-edge tools to remedy their data challenges and maximize their AI investment. With AutoClassifier and ConnectivityHub, BA Insight delivered structured, enriched, and connected knowledge that addressed the root cause of the AI’s failings.

How BA Insight solved their problems:

1. AutoClassifier

Using advanced metadata tagging, AutoClassifier enriched the firm’s scattered, inconsistent data across platforms like Jira and Confluence.

• Added context to each document and project.
• Identified the most relevant content for specific queries based on employee roles and history.
• Built relationships between previously disconnected pieces of data, creating a holistic, coherent dataset for the AI to draw from.

With AutoClassifier, the chatbot ceased hallucinating and began delivering precise, context-aware answers employees could trust.

2. ConnectivityHub

By deploying BA Insight’s Jira and Confluence Graph Connectors, the enriched knowledge became seamlessly accessible to the AI.

• Enabled real-time access to up-to-date project information.
• Combined a chat-like experience with enterprise-grade security measures to ensure sensitive data remained protected.
• Improved information flow with item-level indexing, guaranteeing secure, role-specific access.

With these integrations, the chatbot was transformed into a powerful tool for employees, supercharging workflows and restoring trust.

The Results

By restoring trust in their AI tool, the accounting firm unlocked substantial value from their investment. Key results included:

• Minimal Hallucinations: The chatbot delivered reliable and accurate, context-rich responses, virtually eliminating fabricated answers.
• Faster Workflows: Employees spent less time debugging AI responses, boosting productivity and efficiency. Tasks like report generation, analytical summaries, and project updates became seamless.
• Maximized ROI: What began as a failed multimillion-dollar investment became a high-value, productivity-enhancing solution that delivered tangible improvements to their bottom line.
• Enhanced Employee Engagement: Confidence in the AI was restored, and employees re-engaged with the tool, confident in its ability to provide reliable results.

With the success of AutoClassifier and ConnectivityHub, the firm’s AI strategy went from faltering to fully future-proofed. The enhanced, enriched, and connected knowledge powering their system ensures scalability and success for future AI implementations. Plans are underway to expand the chatbot functionality across multiple departments, further cementing it as a trusted business asset.

Why Choose Upland BA Insight?

A Trusted AI Enablement Partner

Upland BA Insight’s AI Enablement Platform empowers enterprises to unlock the full potential of their AI investments. Through technologies like vector search, machine learning, and security trimming, the platform creates intelligent, accessible knowledge ecosystems that fuel innovation.

BA Insight empowers organizations to simplify complex workflows and enhance search capabilities with AI-powered solutions. Key offerings include:

• AI Agnostic Technology: Integrates seamlessly with your preferred platforms and systems for better functionality.
• Connector-Based Technology: Utilizes advanced machine learning and AI features across repositories and portals.
• Actionable Insights: Transforms scattered data into precise, actionable information for better decision-making.

With BA Insight, organizations can confidently manage content complexities while driving efficiency, collaboration, and growth.