MLP enhances advisory services: AI Chatbot for OpenText Content Management searches customer files in seconds.
Integration partner
For more than 10 years Doctra has been supporting clients in implementing practical and benefit-oriented ECM solutions, from the strategic consulting and conception up to the implementation and operational support, thereby covering the entire spectrum of ECM services.
MLP is a leading financial services provider that supports its clients with comprehensive advisory services in the areas of asset management, insurance and financial planning. In a highly information-driven environment, MLP manages large volumes of sensitive client data and documents.
The Challenge.
As part of a company-wide AI strategy, MLP aimed to harness the full potential of its unstructured documents using AI in order to increase efficiency and improve the quality of its advisory services.
The customer file was a key component, containing approximately 160 million documents and emails, including contracts and large volumes of other unstructured data.
Traditional search capabilities were no longer sufficient:
- Consultants spent a lot of time searching for information
- Relevant contract information was difficult to locate in a targeted manner
- Access to important information during meetings was often too slow
MLP therefore needed a solution that could:
- provide specific results in real time via an AI-powered chatbot
- ensure instant access to contract-related information
- provide real-time support to consultants during customer interactions
- integrate seamlessly into the existing OpenText Content Management environment
The objective was to enable consultants not only to search for specific information, but also to easily summarize documents and further analyze the data.
The Solution.
To meet these requirements, Doctra, in collaboration with MLP, designed and implemented an AI-powered search function based on Module Suite, fully integrated into OpenText Content Management.
The project started with a proof of concept (PoC) to validate the approach and quickly demonstrate its value. Building on the successful PoC, a pilot solution was rapidly implemented, and the AI features were integrated directly into the existing system landscape. Following this pilot phase, the chatbot was made available to all consultants.
The solution includes an AI-based chatbot built on a Retrieval-Augmented Generation (RAG) model, which was integrated directly into the customer file. It processes both structured and unstructured data and can retrieve, consolidate and prepare relevant information in a targeted manner.
Key elements of the solution include:
•Seamless integration between AI and OpenText Content Management
•Intelligent search across millions of documents
•Real-time access to contract-related content
•Intuitive user interface for advisors
Given the strategic importance of the project for MLP, the AI solution was brought into production for the pilot phase within just six weeks. Access for all advisors was rolled out within six months.
„The deep integration of AnswerModules’ Module Suite into our OpenText Content Management system and the rapid implementation by Doctra have demonstrated how AI creates tangible value for our company. The results produced are of high quality.“Florian Helmlinger | Team Lead SAP Applications, MLP Finanzdienstleistungen AG
AI as a competitive advantage:
Transforming access to information in seconds
By integrating the AI-powered chatbot into daily work processes, consultants can access relevant information immediately at any time. This has fundamentally changed the way customer data is used.
„Our client file forms the core of MLP. With AI, we are fundamentally transforming the way we work with this information. For MLP, this is not merely a matter of efficiency, but a strategic advantage in the competition to provide the best consulting services.“Dr. Raimund von dem Bussche | Team Lead CRM und EKA, MLP Finanzdienstleistungen AG
Business Benefits
The impact of the solution has been immediate and measurable:
- Dramatically reduced search times - from minutes or hours to seconds
- Direct access to contract-relevant content during advisory sessions
- Improved decision-making through better information availability
- Enhanced advisory quality with real-time insights
- Seamless integration into the existing environment
- High user adoption thanks to a simple and intuitive interface
Looking ahead
MLP has transformed how information is accessed and used across the organization - empowering advisors, improving efficiency, and laying the foundation for future innovation.
Building on this success, MLP continues to expand its AI capabilities. Next steps include, among others, integrating the EKA chatbot into the Copilot UI to provide MLP employees with an interface for searches in different systems. This integration is also intended to enable users to query multiple systems with a single search and receive consolidated results from the AI model.
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