042026
Generative AI · Public service
FRCS generative AI assistant programme
A multi-assistant programme spanning public tax guidance, outbound engagement, internal compliance support and tariff discovery.
140,054messages across nine weekly periods
1,867conversations in the measured period
4distinct assistant contexts
01 / The challenge
FRCS serves a broad public audience while its teams work across complex tax, customs and compliance information. The organisation needed faster access to approved guidance, firm knowledge boundaries and a safe route to human support.
02 / What we delivered
- Masi, the public website assistant, with governed knowledge and live-agent handover.
- A structured outbound assistant and a Teams-based internal compliance assistant.
- A tariff and HS-code finder for customs classification information.
- Knowledge design, retrieval testing, safety configuration, analytics and L3 support.
03 / My contribution
I led solution architecture, conversation design, engineering coordination, the knowledge and retrieval approach, integrations, UAT, production launch and ongoing L3 escalation.
04 / The outcome
A live portfolio of assistants now serves distinct public and internal contexts on one reusable platform, with each audience receiving its own knowledge boundary and workflow.
The programme treats public guidance, outbound engagement, internal compliance and tariff discovery as separate operational products—not one generic chatbot.