back_office_ops · saas · workflow
Toqan.ai: Prosus deploys a generative AI assistant across 24 group companies for collective discovery at scale
Prosus needed a scalable way to give all colleagues across 24 group companies first-hand access to generative AI, enable bottom-up discovery of viable use cases, and maintain safety guardrails at scale across a highly varied user base.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee submits task via Slack
Colleagues initially access the AI assistant through Slack.
Tools used
Toqan.ai
Outcome
Over 81% of users report productivity increases of more than 5–10%, A/B testing shows time reductions of 50% or more for certain tasks, and the hallucination rate dropped from almost 10% to around 1.5%. The assistant now serves approximately 13,000 colleagues across 24 companies.
Results
Time saved50% or more
Volumeover 81%
Running sincesummer of 2022
Grounding & classification
Source type: technical build writeup
35 fields verified against source quotes.
agentic workflowchatbotcode generationconversational aidocument aiknowledge searchsummarizationknowledge basesupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedecommercesoftwareaccuracy improvementemployee productivitytime savedtechnical build writeupback office opshr opsit supportagentic task executionrag answering