AI Knowledge Agent - Ko Taku Reo

Overview

Designed and implemented an AI-powered knowledge agent to assist staff with common IT and procedural questions. The agent references approved How-To documentation stored in SharePoint, ensuring responses remain accurate, consistent, and aligned with organisational standards.

The project focused on reducing repeat support enquiries and improving access to internal knowledge, particularly for non-technical users. Care was taken to scope the AI strictly to curated internal content to prevent incorrect or unsupported responses.

Technologies Used

• Microsoft 365
• SharePoint Online
• AI / Copilot-style knowledge integration
• Internal documentation frameworks

Key Outcomes

• Reduced repetitive support tickets for common queries.
• Improved discoverability of internal How-To guides.
• Faster resolution times without direct IT involvement.
• Maintained information accuracy by restricting data sources.