Transforming Scattered

Information into Intelligent Multi-Country Support

About Project

Hiteshi Infotech partnered with the General Secretariat of the Andean Community (SGCAN) to strengthen support around the INTERCOM platform used by Member Countries including Bolivia, Colombia, Ecuador, and Peru. As INTERCOM expanded, technical documents, operational knowledge, and support requests were spread across internal folders, SharePoint, OneDrive, and wiki platforms.

Success Data

68%

Faster document discovery

95%+

AI answer accuracy

Documentation portal with AI assistant search

Requirements

The client wanted a platform that could

Bring technical documents and institutional guidance into one organized and secure platform.

Answer user questions from approved INTERCOM sources and show references for verification.

Allow Member Countries to raise, prioritize, track, and resolve issues through one transparent Help Desk.

Manage roles, approvals, countries, entities, modules, audit trails, and future platform growth.

Key Features

Centralized Documentation Portal

Users can browse, search, and access approved technical documents from one structured knowledge hub.

Source-Grounded AI Assistant

The RAG-based assistant answers questions from official INTERCOM documents and includes source references to improve trust.

Unified Help Desk

Member Countries can raise issues, provide technical details and evidence, monitor status, and receive support updates in one place.

Role-Based Multi-Country Access

Permissions control what users can view or manage according to their country, institution, module, and responsibilities.

Sign in screen and Help Desk ticket detail

Challenges

Faced by the Client

Scattered Technical Knowledge

Important documents were stored across several tools, making official information difficult to locate.

Unstructured Issue Tracking

Support requests were harder to prioritize, assign, monitor, and resolve transparently across countries.

Multi-Country Complexity

Different countries, institutions, modules, and user roles required clear access rules and shared governance.

Solution

Proposed by Hiteshi

Hiteshi's team of experts proposed a comprehensive solution to address the client's challenges. The key aspects of the solution were

Solution

Description

Central Documentation Portal

Brought approved INTERCOM documents into one structured, searchable portal instead of leaving knowledge spread across folders, SharePoint, OneDrive, and wiki tools.

RAG Knowledge Assistant

Built an AI assistant that answers questions from approved INTERCOM documents and provides source references for verification.

Unified Help Desk

Created one place for Member Countries to raise issues, add technical context, track progress, and receive transparent support updates.

Role-Based Access

Restricted documents, workflows, tickets, and administrative actions according to country, entity, module, and user responsibility.

Conclusion

INTERCOM demonstrates how centralized knowledge and carefully governed AI can improve support across a complex regional ecosystem.

The result is more than a documentation portal. It is a scalable knowledge and support ecosystem designed to reduce dependency, improve coordination, strengthen transparency, and give SGCAN greater long-term control over INTERCOM operations.

68% faster document discovery and 95%+ AI answer accuracy helped teams reach trusted information with less searching.

55% less repetitive support effort allowed technical specialists to focus on complex incidents and platform priorities.

43% faster ticket resolution and 99.9% availability improved transparency and dependable access across Member Countries.