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A self-serve AI assistant helps 8,000 National Institutes of Health employees find answers in real time, deflecting thousands of IT tickets a year.
NIH support teams fielded a high volume of repetitive questions while staff and researchers hunted for answers scattered across hundreds of SharePoint documents. NIH deployed the H2O AI h2oGPTe Business Assistant, air-gapped, to give 8,000 employees grounded, source-cited answers in real time.
NIH support teams fielded a high volume of repetitive questions, while staff and researchers struggled to locate answers scattered across hundreds of SharePoint documents. Search was slow, and keeping institutional knowledge current consumed valuable time across 28 institutes.
NIH deployed the H2O AI h2oGPTe Business Assistant: a chatbot with deep document ingestion from SharePoint, trustworthy responses with source hyperlinks, context-aware sessions, user-selected delivery formats, and role-based security. It runs fully air-gapped in an Oracle Cloud Isolated Region linked to the NIH intranet, with no external SaaS or public internet connectivity.
The assistant now serves 8,000 NIH employees in real time and deflects roughly 10,000 service requests a year, freeing support teams and giving staff standardized, traceable answers grounded in NIH's own documents.
“By deploying H2O.ai's h2oGPTe inside our air-gapped environment, we delivered a secure generative AI assistant.”Director, ONBSNational Institutes of Health
The U.S. National Institutes of Health (NIH) is the primary federal agency for biomedical and public-health research. It manages hundreds of policies and business-system guides spanning finance, procurement, travel, budget, and acquisitions across its 28 institutes.