Pro Senectute Switzerland is the country's leading organization supporting older adults, operating through a network of regional offices across all of Switzerland. Services, eligibility criteria, and support programs are extensive, and much of it varies by region and is updated on an ongoing basis.
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 regional offices, multiple document sources, and a constantly evolving set of programs, both 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. Correct information needed to reach every region consistently, not just the office that wrote it.
We built a retrieval-augmented assistant that answers in plain language, grounded directly in Pro Senectute's own documentation rather than general knowledge. Every answer is generated from the source material and links back to it.
The system is hosted on Azure Switzerland North, ensuring Swiss data residency and alignment with revDSG and GDPR requirements from day one.
The result
A navigation problem resolved in one step.
Avina now answers from Pro Senectute's own published content rather than from general knowledge. A question returns a direct answer with a link back 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 appears in the answers rather than waiting for a rebuild.
See Avina live