The Challenge
Fluke's customer support team was overwhelmed with repetitive technical questions about product specifications, calibration procedures, and troubleshooting. Customers often struggled to find the right documentation across our vast product catalog. We needed an intelligent solution that could provide instant, accurate answers while reducing the burden on support staff.
The Solution
I designed and built FlukeGPT, an enterprise AI chatbot powered by Azure OpenAI that serves as the first line of support for technical questions. The system integrates with our product documentation, knowledge base, and support resources to provide contextual, accurate answers to customer queries.
Key technical achievements:
- Architected integration with Azure OpenAI using GPT-4
- Built vanilla JavaScript interface deployed via Cloudflare Workers
- Implemented RAG (Retrieval Augmented Generation) to ground responses in Fluke's documentation
- Created guardrails to prevent hallucination and ensure answer accuracy
- Integrated with existing support ticket system for escalation workflow
- Deployed enterprise-grade security and compliance measures
The Impact
FlukeGPT delivered immediate, measurable business value:
- 40% reduction in support tickets for common technical questions
- Won Fluke Innovation Award for business impact and technical execution
- Improved customer satisfaction through instant, 24/7 technical support
- Reduced support team burden allowing focus on complex issues
- Established AI capability within the organization for future projects
The project demonstrated that practical AI implementation can deliver real business value when properly grounded in domain expertise and integrated thoughtfully into existing workflows. By focusing on accuracy and user experience rather than flashy features, we created a tool that customers and support staff actually use.
This project proved my ability to identify business problems, architect AI solutions, and execute full-stack implementation that delivers measurable ROI.