Story
Challenge
Disjoint content across CMS, PDF SOPs, and legacy FAQs led to long handle times and inconsistent answers.
Approach
4-week assessment → knowledge SSOT → MASA assistant with guardrails and policy prompts → evals and red-team sprints.
Outcome
Resolution time −42% by day 90, deflection on level-1 queries, measurable CSAT lift.
Sectors
Tourism & Hospitality