Wall-A

The Problem: Bottlenecks Disguised as Tickets

As organisations scale, their tooling stacks grow faster than their onboarding or internal support systems can keep up. At the consultancy, team members frequently pinged TechOps with questions like "How do I get a Notion seat?", "Where is the CRM dashboard?", or "Who owns this Slack channel?"

These weren't complex tickets — they were bottlenecks. Repetitive, solvable, and silently eroding TechOps bandwidth every single day. The solution was a smart, self-serve layer that could free up that bandwidth while giving users faster, more confident answers.

"Wall-A wasn't about replacing human support — it was about scaling smart support with empathy and structure."

The Solution: A Slack-Native AI Support Layer

Wall-A was developed as a lightweight, AI-powered assistant acting as the first line of support for tool-related and internal system queries. It combined OpenAI's GPT-4 API with a curated Notion-based knowledge base and smart routing logic — all surfaced directly within Slack.

Knowledge Base Architecture

Audited internal TechOps tickets and Slack channels to identify recurring questions and friction points. Structured a clean, modular knowledge base in Notion using categories: Tools, Access, Owners, and Policies — purpose-built for AI retrieval.

Conversational Flow & Escalation Logic

Designed Wall-A's full conversational flow with confidence tagging and smart fallback logic. When confidence was low or human input was needed, Wall-A triggered escalation forms or tagged the relevant owner — no dead ends.

Slack-Native Build

Built on an OpenAI + Slack API + Zapier stack with version control for prompt updates. Slack-native UX with conversational memory, so users never had to repeat context. Periodic retraining kept the agent current as the tooling stack evolved.

Security, Trust & Auditability

Responses always linked to the original Notion source. Sensitive tool access flows were never exposed — Wall-A redirected to approved request channels. Full audit logs for all queries, with a metrics dashboard tracking usage, failure rate, and satisfaction.

The Impact

70%+

Recurring queries
handled autonomously

40%

Reduction in TechOps
Slack interruptions

2mo

Time to full
autonomous operation

Beyond the numbers, Wall-A helped formalise and centralise internal documentation that had been previously scattered or outdated. It accelerated onboarding — new team members could self-serve tool access and setup FAQs from day one. Most significantly, it became a foundational piece in a broader automation stack, proving that internal support could be as thoughtful and design-driven as external products.

Stack

OpenAI GPT-4 Slack API Notion Zapier Confidence Tagging Escalation Logic

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The Problem: Bottlenecks Disguised as Tickets

The Solution: A Slack-Native AI Support Layer

The Impact

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