MADE - Summer event -RISE.pptx

BioMérieux x MADE

Sylvain

Project Context

Knowledge saturation Issue

The right doc at the right moment

Companionship needed

Access to knowledge is critical as GxP environments often overflow with data

Field agents work on more that 15 different ranges

Great potential in empowering Service Teams with AI

As-Is & Objective

As-IS

To-be

Multiples platforms to query knowledge

Knowledge centralized around AI

Unreliable search function

Hybrid semantic & lexical search

Knowledge Access

Relevant info buried in hundreds pages docs

AI search quotes & sources relevant section

Troubleshooting documentation is inconsistent and heavily reliant on individual initiative

Standardized content stemming from a global & structured initiative

Data Structure

Data organized in knowledge base, tagged with metadata

Unstructured, unidentified troubleshooting data

First runs results

Correctness

Real life question set tests to measure effects of data evolution Nearly 90% correctness reached over 3 months

Run 5

AI-friendly content formatting – round 2

Run 4

88%

AI-friendly content formatting – round 1

April

Run 3

Run 2

April

Custom indexing using metadata

Splitting data into separate databases

75%

March

68%

Run 1

Testing on As-Is data

March

52%

40%

February

Data rework

Next Steps Tool Fine Tuning

Safeguard & Compliance

RAG Optimization

Implement guardrails for questions & answers

Dynamic chunking, overlapping chunks, …

History & similar queries

Prompt engineering

Leverage query history to improve consistency and reduce compute usage

Customization based on user role or input

Feedback & Metrics

Integrate user feedback and track adoption metrics for continuous improvement

Project Gains

Enhanced Efficiency

Faster issue resolution through streamlined resource access

Improve Autonomy

Service Consistency

Standardized access to documentation boosts team confidence and autonomy

Better repeatability with less reliance on personal expertise & local initiatives

Customer Satisfaction

Fast Track Onboarding

Direct result of empowering service teams

New hires lose time searching for the right information