6000 Technical Emails a Month, Answered Before the Day Ends
How a RAG-based AI email assistant cut manual drafting effort by more than 70%, returned an estimated $1.3M a year, and gave a global HVAC manufacturer’s pre-sales engineers their time back
Overview: An AI-Powered Engineering Knowledge Assistant for Faster Customer Response
For a global HVAC and climate manufacturing company, Application Engineers play a critical role in supporting the pre-sales process with accurate technical guidance. Across three divisions, they receive between 5,500 and 6,000 customer inquiries every month covering product specifications, compatibility, sizing, and application requirements. While the expertise needed to answer these questions already existed within product documentation and historical correspondence, locating the right information required significant manual effort.
Infocepts partnered with the organization to implement a Generative AI-powered knowledge assistant integrated directly into engineers’ daily workflow. By combining Retrieval-Augmented Generation (RAG), multi-agent knowledge retrieval, and a governed enterprise knowledge base, the solution automatically generated context-aware response drafts grounded in trusted sources. Engineers gained immediate access to relevant information, enabling faster responses, improved consistency, and greater focus on high-value engineering activities.
Problem Statement
The engineering teams were spending a substantial portion of their time searching for information rather than solving customer challenges. Every inquiry required engineers to manually navigate product manuals, specification documents, and historical email conversations before they could begin drafting a response. With thousands of inquiries arriving each month, this repetitive process created delays, reduced productivity, and led to inconsistent responses across teams.
The existing tools operated outside of Outlook and lacked the ability to reuse previously validated answers, causing the same questions to be researched repeatedly. As response times stretched from hours into days, the organization faced growing pressure to improve customer experience while ensuring technical accuracy and consistency across divisions.
Infocepts addressed this challenge by implementing a governed AI-powered knowledge assistant that integrates directly with the engineering workflow-leveraging enterprise knowledge, historical responses, and product documentation to automatically draft accurate responses, reduce manual effort, accelerate turnaround times, and help engineers focus on complex, high-value technical work.
Business Impact
The transformation delivered tangible, measurable results:
$1.3M
70%+
Same-Day
5,500–6,000
Infocepts
