EPSO cuts incoming questions by 70%
The European Personnel Selection Office, the EU body responsible for recruiting staff across all EU institutions, runs Knowledge Navigator and Trusted Answers across 24 EU languages on EU-sovereign infrastructure. Deployed in under 8 weeks.
Two operational problems compounded
The staff workload
EPSO's selection support team has finite capacity. A high proportion of incoming questions could be answered from EPSO's published procedural documents — but candidates couldn't find them, couldn't navigate to the right section, or didn't trust an answer that wasn't a direct, plain-language explanation. The same procedural questions were answered repeatedly each cycle.
Generic AI was not an option
An answer that drifted from EPSO's published documentation or couldn't be verified back to source was unusable in a regulated institutional environment. EU data sovereignty requirements ruled out most commercial AI platforms.
The candidate experience
Waiting days for an answer to a question that should take minutes erodes confidence in the process. For an EU institution operating in 24 languages, response time and clarity matter for the integrity of the selection process itself.
The Dropsolid AI solution
Knowledge Navigator
Staff handling candidate questions can ask the assistant in plain language and receive an answer grounded in EPSO's own procedural documents, with citations to the relevant section.
Trusted Answers
Candidates can ask procedural questions in their own language and receive answers drawn only from EPSO's published documentation, with citations they can click through to verify.
EPSO's existing Drupal platform stayed in place
Dropsolid acted as system integrator, guiding EPSO's internal development team to implement two AI use cases through a single Drupal administrative interface.
Measurable impact
From our roots in open-source to our position as a leading digital enabler, our journey has always been about empowering others.
Repeat support questions reaching the team fell 70%
The same procedural questions that previously consumed selection support capacity are now handled at the candidate-facing surface, with citations.
New-starter onboarding accelerated
Selection support staff joining new cycles reached productivity faster because the institutional knowledge previously held informally is now retrievable through the assistant.
Response time on the questions that still reach the team fell 30 to 50%
Staff handling those questions use Knowledge Navigator to surface the relevant procedural source quickly.
