Pro Senectute is Switzerland's leading organisation for older adults, working through regional offices across the country. Its services, eligibility criteria and programmes are extensive, vary by region and change often.
Project context
Accuracy had to travel across the whole organisation. Every regional office needed the same correct answer, not just the one that wrote it.
With information spread across offices and document sources, staff and the public struggled to get fast, accurate answers.
A caller asking about eligibility, or a staff member confirming the latest guidance, often had to dig through several documents or wait on a colleague.
We built a retrieval-augmented assistant that answers in plain language from Pro Senectute's own documentation, not general knowledge, and links every answer back to its source.
It is hosted on Azure Switzerland North, in line with revDSG and GDPR.
The result
A navigation problem resolved in one step.
A question to Avina now returns a direct answer with a link to the page it came from, so the reader can verify it or continue at the source.
It runs across all 26 regional organisations on an index that is kept current, so a change to the source material shows up in the answers without a rebuild.
See Avina live