Prime Chat - Meridian International Center

The Challenge

Meridian teams handled recurring policy and programme questions manually. Information was spread across documents and systems, while support requests were handled separately through Freshdesk. This meant employees spent time finding answers and creating or escalating support tickets. The organisation needed a way to make its existing knowledge easier to access while connecting AI assistance directly to its support workflow.

Objectives

• Answer policy and programme questions from trusted sources.
• Reduce repetitive manual support work.
• Automate ticket creation for complex queries.
• Embed the experience inside SharePoint.
• Improve employee adoption and trust.

What Athen Built

Athen built Prime Chat, an AI-powered conversational assistant connected to Meridian's knowledge base, SharePoint and Freshdesk environment. The assistant provides context-aware answers and can escalate complex questions into Freshdesk tickets.

How It Works

AI-Powered Knowledge Retrieval

Azure AI, Semantic Kernel and semantic search retrieve relevant information from Meridian's knowledge base.

Freshdesk Integration

Complex queries can automatically generate support tickets for further handling.

SharePoint Integration

Prime Chat is embedded directly inside SharePoint, placing the assistant where employees already work.

Scalable Backend

The solution uses a scalable .NET and Azure architecture with SQL Server for performance, security and analytics.

Business Impact

• Faster access to policy information
• Reduced repetitive support workload
• Streamlined ticket escalation
• Knowledge available directly within the employee workspace
• Scalable foundation for future capabilities

Technology

Azure AI · Semantic Kernel · .NET Core · Freshdesk · SharePoint

Why It Matters

The value of enterprise AI is not just answering questions. It is connecting trusted knowledge to the workflows where people already work.