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FORCE Chatbot
Transforming Enterprise Support Through GenAI-Powered Knowledge Assistance and Intelligent Query Resolution
Company Name
MFTBC FUSO
Industry
Automobile
Impact
Enabling scalable AI-driven enterprise support and intelligent query resolution
Application
FORCE Chatbot
Background
FORCE (FUSO For Customer Excellence) is a
critical enterprise platform supporting business
operations across sales, service, parts, insurance,
and maintenance functions. As platform adoption
increased, users relied on fragmented support
channels including FAQs, legacy chatbots,
documentation, and manual support teams to
resolve operational queries.
To improve knowledge accessibility, reduce
support
dependency, and enhance user
experience, MFTBC sought a modern support
solution capable of delivering intelligent, context
aware assistance while maintaining governance,
consistency, and enterprise-grade operational
control.
Challenges Faced
Business Challenges
Growing Dependency on Manual Support
Support teams were increasingly required to handle routine and repetitive user queries, creating operational overhead and slowing response times.
Fragmented Knowledge and Support Experience
Users had to navigate multiple channels including documentation, FAQs, and support teams, resulting in inconsistent experiences and reduced productivity.
Limited Knowledge Accessibility
Although information existed within the organization, users struggled to locate relevant answers quickly and efficiently.
Inconsistent User Experience
Legacy support mechanisms lacked conversational continuity and contextual understanding, forcing repeatedly explain issues.
Lack of Support Analytics and Visibility
Limited insight into user behavior, query patterns, and support effectiveness restricted opportunities for continuous improvement
Technical Challenges
Exact-Match Query Limitations
Traditional FAQ-based approaches relied heavily on keyword matching and could not effectively interpret user intent.
Context-Aware Query Understanding
Supporting ambiguous, conversational, and multi-step queries required deeper contextual understanding and intent recognition.
AI Response Governance
Ensuring AI-generated responses remained accurate, relevant, controlled, and aligned with business requirements was critical.
Hallucination Prevention and Domain Restriction
The solution needed to prevent non domain responses and ensure generated content remained grounded in approved enterprise knowledge.
Hybrid Knowledge Retrieval Architecture
Building a scalable architecture capable of combining structured knowledge retrieval with semantic search and generative AI responses.
Role-Based Knowledge Management
Supporting secure administration, knowledge governance, and operational visibility across multiple user roles.
Solutions
Cubastion designed and implemented the FORCE Chatbot, a hybrid GenAI-powered enterprise support platform that combines structured knowledge retrieval with conversational AI to deliver intelligent and governed query resolution. The solution was developed as a centralized support layer within the FORCE ecosystem, enabling users to interact through guided flows, natural language queries, and conversational interactions within a single interface.
Enterprise AI-Powered Support Platform
Cubastion designed and implemented a centralized GenAI-powered support platform that combines conversational AI, structured knowledge retrieval, and semantic search to deliver intelligent and scalable user assistance.
Intelligent Knowledge Access and Retrieval
A hybrid retrieval architecture was introduced to provide both exact-match responses and context-aware knowledge discovery, enabling users to obtain relevant information regardless of how queries are phrased.
Context-Aware Conversational Experience
The platform enables natural language interactions while maintaining conversational continuity, allowing users to engage in multi step discussions without repeatedly providing context.
Controlled and Governed AI Responses
A comprehensive governance framework was implemented using prompt engineering, domain restrictions, response controls, and knowledge validation mechanisms to ensure reliable and enterprise-appropriate outputs.
Knowledge Governance and Administration
A centralized knowledge management framework was established to support continuous updates, structured content management, role-based administration, and long-term maintainability.
Enterprise Analytics and Operational Visibility
The solution provides real-time visibility into usage patterns, user interactions, response effectiveness, and support trends, enabling continuous optimization and data-driven decision-making.
Business Outcome
User Adoption Growth
1100+ users onboarded since platform
launch
Monthly Active Engagement
650+
average monthly active users utilizing
the platform
Conversational Query Resolution
4,000+ user conversations successfully
handled through the
platform
Query Understanding Accuracy
99.2% accuracy achieved in query response and understanding generation
Positive User Satisfaction
78%
positive feedback rating received on
chatbot
responses
Enterprise Support Scalability
24x7 intelligent support availability without proportional growth in manual support effort
