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Client
Our client is a global organization dedicated to saving lives, protecting rights, and building a better future for refugees, forcibly displaced communities, and stateless people. Established in 1950, the business operates in over 130 countries, providing critical assistance and advocating for the rights of millions of displaced individuals.
Need for change
Humanitarian aid operations often face significant challenges like delays and resource constraints, making it harder to respond quickly and effectively during crises. Traditional methods can be slow due to fragmented data that requires greater manual effort, and are also prone to human error, limiting the scale and impact of relief efforts. Moreover, a lack of humanitarian funding often exacerbates these challenges.
In today’s interconnected world, the complexity and frequency of humanitarian crises require a new approach—one that is agile, data-driven, and scalable. This is where innovative technologies like Gen AI can make a profound difference. By leveraging tools such as AI-powered chat interfaces, automated data processing, and predictive analytics, humanitarian organizations can streamline their operations, accelerate decision-making, and improve service delivery to those in need.
When response time needs to improve, real-time insights, streamlined communication, and intelligent automation becomes more critical than ever. By embracing Gen AI, humanitarian organizations can enhance their operational efficiency, future-proof their efforts, and, most importantly, help more people in need, with greater speed and precision.
Challenges
Our client faced significant challenges in delivering timely and accurate information to its large field force, which constituted more than 90% of its employee base. The lag in policy information, interpretation, and decision-making impacted millions of lives. This delay was primarily due to multiple revisions in policy documentation over the years and references to myriad sections and annexures. Some of the challenges included:
- Historical context dependency: Preventing timely updates to documents.
- Large document sets: Covering global policies with complex interconnections.
- Major SME dependency: Extracting the correct context from extensive documentation.
- Siloed information: Information was fragmented across multiple documents and annexures.
- Specific terminology and acronyms: Making it difficult to navigate and interpret documents.
- Separate document libraries: Storing use case-specific documents that were difficult to search and navigate.
LTIMindtree’s solution
LTIMindtree developed a scalable Gen AI solution, that leveraged Azure OpenAI and other AI services, to enhance information retrieval and operational efficiency for the client. It provided structured information and assistance, fast-tracking fast tracking services that impact human lives services. Key elements of the solution included:
As a chat platform, the solution is multipurpose and has been adopted by various other functions like the HR, finance, external relations, innovation, and IT teams to get an in-depth understanding of spend patterns anomalies and basic policy Q&A, respectively. The beauty of the solution is that it has been built with a customer-first mindset with emphasis on having high quality data in place which is key for success of any chat data platform.
To successfully transition the five Generative AI proof of concepts (POCs) into a production environment, the team adopted an Agile delivery model structured around 32 sprints, each spanning two weeks. This iterative approach enabled continuous development, testing, and refinement of features, ensuring alignment with evolving business requirements and technical feasibility.
Throughout the 64-week timeline, cross-functional collaboration between application architects, program managers, data scientists, Gen AI engineers, infra developers, and DevOps teams facilitated seamless integration of Gen AI capabilities into the enterprise ecosystem.
Regular sprint reviews and retrospectives ensured transparency, adaptability, and incremental value delivery, ultimately culminating in a robust, scalable, and production-ready Gen AI solutions for each BU.
Figure 1: Solution architecture with SharePoint integration
The solution integrated Azure Cognitive Search, Azure OpenAI LLM, and responsible AI practices to ensure a secure, scalable, and user-friendly experience. It provided accurate, reliable, and efficient document interaction capabilities, setting a new benchmark for AI-driven productivity tools in the enterprise landscape.
Tech stack
The solution was architected using a comprehensive and enterprise-aligned technology stack, tailored to fit the business environment and methodologies.
| Python | Quart Web Microframework |
| Azure OpenAI | GPT-3.5/4, Cognitive Search, Semantic Search, Form Recognizer |
| Microsoft | Entra ID, 365 Services, SharePoint Online, Power Automate |
| Azure | Web Apps, DevOps |
Benefits
The implementation of LTIMindtree’s Gen AI solution has improved the client’s operational efficiency with significant benefits:
30% faster search
40% faster decision-making
290K hours saved per year
45% helpdesk ticket reduction
Conclusion
The implementation of LTIMindtree’s GenAI solution has profoundly transformed our client’s operations by streamlining access to critical information and automating key processes, the solution has significantly enhanced the client’s ability to respond to people in need , reducing time spent on administrative tasks and freeing up resources to focus on direct impact. The Gen AI powered approach has also expedited decision-making, and providing 24/7 assistance across time zones, ensuring that help is always available when needed. In an era where every second counts, the ability to leverage real-time insights and intelligent automation is no longer a luxury but a necessity. This innovative solution not only empowers humanitarian organizations to work more effectively but also sets a new standard for how technology can drive sustainable change in the sector.
Key takeaways
To help customers start and scale with similar solutions, here are the top five learnings and takeaways:
Supercharge your operations with Gen AI — boost efficiency, sharpen decisions, and transform services now.
Reach out to us at eugene.comms@ltimindtree.com
