WK Kellogg Co is a leading food company whose brands are found in homes across the United States. With thousands of employees supporting manufacturing, supply chain, sales and corporate operations, the company depends on a wide range of internal and third-party technology systems each day.

When employees encounter technical or procedural issues, they submit a service desk ticket and wait for assistance. Support specialists then search through internal knowledge articles, policy documents and records of past incidents to identify a solution. Much of this information exists in Word and PDF files across different systems. Finding the right answer can take time, and employees may need to engage in several correspondences before their issue is fully understood and solved.

Agentic Concierge provides a chat-based support portal that helps employees quickly find approved guidance. The system searches company-written Word and PDF documents, alongside previous case fixes, to compare a user’s issue with known incidents. It asks simple follow-up questions such as device type, error message and steps already attempted. Based on this information, the portal highlights the best next step, links directly to the source document and records what the user has tried.

If the issue cannot be resolved, the system generates a detailed summary that is sent to the service desk. All responses follow approved guidelines without exposing sensitive information, and an audit trail is maintained for troubleshooting and accountability.

Agentic Concierge helps streamline the support process by cutting down on waiting time and providing quick solutions for frequently encountered issues.

Our application uses Amazon Web Services for document storage and retrieval. The front end uses React and Tailwind CSS, and the back end uses Node.js.