Overcoming organizational barriers to Gen AI adoption: How TASC helped a global tech firm streamline technical sales with a virtual assistant solution
The challenge:
A leading global tech firm sought to accelerate its technical sales process by implementing a RAG-based virtual assistant, designed to provide instant, accurate answers to customer queries based on thousands of internal product documents. Despite strong executive support and advanced AI capabilities, the rollout was hindered by legacy document classification workflows, rooted in manual decision-making, version fragmentation, and resistance from process owners concerned about control, sunk costs, and organizational status.
Our approach:
A gradual rollout strategy was adopted to build internal trust and reduce friction. The existing classification process was maintained and used to feed the AI model, allowing process owners to retain oversight during the initial phases. This approach minimized disruption while encouraging familiarity with the system. To support adoption, an intuitive user interface was developed—featuring visual confidentiality indicators—and key performance metrics, such as time-to-design and usage rates, were closely tracked. Over time, real-world usage surfaced recurring classification errors, which sparked internal discussions around legacy process redesign and paved the way for broader organizational change.
Impact:
- 40% reduction in sales response time
- Increased adoption of Gen AI tools across teams
- Strategic alignment on data governance and process redesign
- Laid foundation for broader Gen AI transformation within the organization
