it_support · public · workflow
NIH deploys H2O.ai h2oGPTe Business Assistant to deflect 10,000 IT service requests annually
NIH support teams fielded a high volume of repetitive 'how-do-I?' questions while staff and researchers struggled to find answers scattered across hundreds of SharePoint documents. Search was slow and maintaining current institutional knowledge consumed valuable time.
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 · SharePoint document ingestion
Every user guide, training deck, and policy in SharePoint is indexed.
Tools used
h2oGPTeOracle Cloud Isolated Region (OCIR)
Outcome
The h2oGPTe-powered Business Assistant serves 8,000 NIH employees and deflects up to 10,000 annual service requests, freeing support teams to focus on higher-value tasks, with all data remaining within an air-gapped NIH network.
Results
Time savedSupport teams focus on higher-value tasks
Volume8,000
Grounding & classification
Source type: vendor customer story
27 fields verified against source quotes.
chatbotenterprise searchknowledge searchragknowledge basepolicy documentmetric backednamed customerproduction runtime claimedtools describedworkflow describedgovernmentdeflection rateemployee productivitytime savedvendor customer storyback office opsit supportticket triageautonomous resolutionrag answering