One state's small business support platform included a live chat feature designed to help entrepreneurs get real-time answers about permits, licensing, and startup guidance. Business experts staffed it, and people used it hundreds of thousands of times, across five different agencies.
But at that volume, the conversations were unreadable in practice. No one had the time to manually comb through thousands of transcripts, so recurring pain points went unnoticed, content gaps went unaddressed, and the one channel built to help people start a business couldn't tell anyone what was actually confusing them.
Fearless built an AI-powered audit tool that reads chat transcripts and surfaces the recurring questions, confusion points, and unmet needs hiding inside them. Instead of manually reading thousands of conversations, the team now gets summaries and trend reports they can act on.
Every transcript is scrubbed of personal information before it reaches the AI, and every output is reviewed by staff before it's used to inform platform or service updates.
By testing and tuning existing, proven language models instead of training one from scratch, the team got real insights without the cost or delay of building new infrastructure.
The audit tool fits into the team's existing process, no new platforms, no disruption to how staff already work. The model is repeatable and privacy-conscious by design, so outputs stay reliable and usable over time without adding technical complexity.