AI-Powered Help Desk: The New Face of Retail Support

Scenario

In the world of Large-Scale Retail (GDO), Help Desk teams face a high volume of repetitive requests from retail stores every day, often related to simple but urgent issues.

These problems could often be resolved directly in-store, if only staff had access to clear, updated, and easily searchable documents. This need gave rise to our solution, designed to:

  1. Centralize all useful information

  2. Offer an intuitive conversational interface

  3. Reduce the workload on the Help Desk team

  4. Intelligently manage ambiguous or multilingual questions

Solution

The platform consists of two main components, both based on LLM agents and fully developed with a Streamlit interface:

  1. Documentation Manager

    An intelligent tool that automatically transforms files into structured and optimized documents for consultation, supporting formats such as PDF, Word, Excel, and more.

    Each piece of content is simplified, summarized, and organized to be easily searchable and ready for use by the conversational assistant. A review phase is included to always ensure the quality of published content.

  2. Multilingual Conversational AI Chatbot

    A virtual assistant powered by a network of intelligent agents that:

  • Select the most relevant documents based on the user’s question

  • Generate detailed and guided answers, using documents and chat history

  • Maintain context across multiple chat turns

  • Handle ambiguity by offering targeted suggestions to clarify requests

  • Translate and respond in the user’s preferred language

All this is made possible by GPT-4o mini, a next-generation technology that ensures fast, accurate, and natural-language responses.

Additionally, thanks to integration with Langfuse, it is possible to monitor all interactions, gather valuable insights, and optimize the system over time.

Benefits