The challenge
Operating inside a pallet network means following hundreds of pages of rules: labelling, cut-off times, surcharges, hub procedures, claims processes. New starters took weeks to learn them and experienced staff still phoned head office to check.
Documents lived in PDFs on a shared drive and were updated by the network regularly, so printed guides were often out of date.
What they built
Browns uploaded the full set of network documents, operating procedures and internal guides to a dedicated internal SupportAi agent.
Staff query the assistant in plain English and get the relevant rule with the source document referenced. When the network updates a document, Browns replaces the file and the index rebuilds automatically.
Guardrails keep the assistant to operational topics and a fallback directs anything unusual to the operations manager.
Results
- Staff find rules and procedures in minutes rather than searching PDFs or waiting for a callback.
- New starters reach productivity faster with a consistent source of truth.
- Head office fields fewer interruptions and updates knowledge once, in one place.
“Since bringing the AI assistant into our internal toolkit, staff training has been transformed. In our complex haulage industry, quick and accurate information retrieval is invaluable. We fed it our extensive network documents and staff can directly query it for rules and operational guidelines.”