Stories from the bench — anonymised, honest, specific

Support automation · BC logistics scale-up

Triage queue that spiked every Monday

The ops lead described a support queue that doubled after weekend shipments — agents retyping tracking answers from three disconnected systems. We mapped the workflow in a discovery sprint, then shipped a gen-AI prototype assistant grounded in a retrieval knowledge base tied to their CRM and warehouse API.

Conversational AI drafts replies; agents edit and send. Uncertain matches escalate automatically. Workflow automation reduced median first-response time by roughly 40% in the first month — an illustrative past metric, not a guarantee for your team. Production deployment included guardrails, eval regression suites and MLOps monitoring dashboards the client team now owns.

What stayed human: refund approvals, carrier disputes and any ticket the model scored below confidence threshold.

Content generation · Pacific retail ops

Seasonal catalogue copy without brand drift

Marketing needed faster seasonal drafts but feared off-brand tone. We built a content generation system with retrieval-augmented generation from approved style guides and product feeds. Machine learning was limited to ranking suggestions — every customer-facing line passes human sign-off.

Analytics dashboards track edit distance and approval rates so the team sees where the model helps versus where writers still lead. Illustrative outcome: draft turnaround dropped from nine days to four for one campaign cycle. Your results will depend on catalogue complexity, data quality and how aggressively you automate approvals.

Stack notes: API integration to PIM, responsible-AI review checklist, PIPEDA-aligned data handling for customer-facing copy logs.

RAG assistant · National insurer ops team

Internal policy answers without hallucinated clauses

Adjusters searched PDF archives manually — slow and error-prone. SynthPulse designed a retrieval-augmented generation knowledge base with access control by role, chunk-level citations and model evaluation benchmarks run before launch. AI assistants return quoted excerpts; users verify before acting.

Agent orchestration connects to their ticket system for audit trails. Live monitoring alerts when retrieval scores dip — the live pulse of the system, not a medical signal. Past engagement showed fewer out-of-policy suggestions in UAT; production accuracy still depends on document freshness and user discipline.

Monitoring · Vancouver SaaS scale-up

Assistant that drifted after a model upgrade

A client shipped conversational AI internally, then swapped model vendors without re-running evals — quality slipped within weeks. We came in for an MLOps audit: rebuilt guardrails, added drift dashboards and a retainer cadence for regression tests after each release.

Workflow automation now blocks deployment if eval scores fall below agreed thresholds. The studio provides ongoing model evaluation and roadmap support — measurable outcomes tracked, never guaranteed ROI.

Prototype · Alberta energy services firm

Field report summarization with tight scope

A proof-of-concept gen-AI prototype summarizing inspection notes for engineers — not autonomous reporting. Human-in-the-loop review mandatory; outputs tagged as drafts. Discovery sprint defined what could never be automated (safety classifications). Client chose to extend to production deployment after a six-week prototype loop with CAD fees scoped upfront.