CUSTOMER STORY // TOUCHPOINT SUPPORT SERVICES
Instant Answers Empower Thousands of Users
Billion-dollar organization delivers quality service and consistency at scale with Qlik Answers, powered by Amazon Bedrock.
9,000
documents replaced
Qlik Answers provides a quick and easy single point of access to information contained in thousands of disparate files.
1,500+
conversations held
Chatbot conversations now deliver fast and accurate responses, with adoption growing all the time.
Most popular
Qlik product
In just two months, Qlik Answers has become the most popular product in TouchPoint’s Qlik environment.
CHALLENGE
High standards, high regulation
TouchPoint understands the value of quality and consistency, and the importance of delivering both at scale. Ensuring compliance in demanding healthcare and hospitality environments also involves policies, procedure manuals, and a range of how-to guides at each of TouchPoint’s 650 locations and 15,000 personnel. The manuals come in a range of formats – both digital and physical.
It’s a huge mass of information that is too much to memorize but needs to be readily available and quickly accessible as required. It was also a drain on staff time.
APPROACH
The right solution for the right use case
There was a clear use case for an AI-based solution – specifically a chatbot that would allow users to search for and access the information they needed using everyday language.
TouchPoint is a longstanding user of Qlik products, and its use case was perfect for Qlik Answers. Building a test chatbot took just two minutes – a significant step up from the six months it had allocated to developing a solution internally. And while there were still tasks to complete, such as establishing access rights and levels, the opportunity was obvious.
RESULTS
Driving outcomes for the business
The business branded the new solution TouchPoint GPT and the expected outcomes are already materializing rapidly. Instead of losing time hunting through 9,000 different documents for facts or specific data points, teams are now driving outcomes for the business.
The documentation covers an extensive range of subject areas, from compliance and regulation to TouchPoint’s definitive recipe for mac and cheese. The cumulative time saved represents a significant business benefit and allows staff and managers to operate at the top of their respective skill sets.
WHAT THIS MEANS FOR YOU
Enabling and empowering thousands of users
Success for TouchPoint means delivering high-quality service at scale across hundreds of locations and for thousands of end users. Staff and managers can now deliver on this mission without having to trawl through thousands of documents whenever they need an answer to a specific query.
The time and cost savings set to be huge. And it also demonstrates how Qlik Answers can be a powerful and highly valuable common point of reference, using AI-based capabilities to enable – and empower – users across a billion-dollar organization.
This case study demonstrates how Amazon Bedrock's generative AI capabilities can transform complex healthcare and hospitality service operations, delivering tangible business value through instant access to thousands of compliance and operational documents while maintaining strict regulatory requirements. The solution's success is evidenced by significant improvements in operational efficiency and staff productivity—replacing the need to search through 9,000 disparate documents and enabling over 1,500 successful AI-powered conversations—making it a compelling example for C-level executives considering similar implementations in their large-scale service organizations.
The beauty of Qlik Answers is that all our documentation is available and easily searchable. Instead of losing time hunting for facts or specific data points, teams are driving outcomes for our business.
