KPMG Australia boosts productivity with generative AI agent for employees and clients

KPMG Australia developed and deployed KymChat, a generative AI chat agent, to help its 10,000 employees access, summarize, and generate insights from both internal and external unstructured data sources. Leveraging Azure OpenAI (GPT-3.5, GPT-4), Azure Cosmos DB for MongoDB vCore (with vector search), Azure App Service, and Azure Container Registry, KymChat was rapidly scaled across the business. The deployment resulted in a substantial leap in search quality (from 50% to 91%) and reduced average response times to under a second. About 70% of employees adopted the tool, which has processed over 120,000 queries. KymChat is now being expanded for client offerings and to other KPMG member firms worldwide. The solution also includes user onboarding, prompt engineering training, and hackathons to encourage new use cases. The project was enabled by close collaboration with Microsoft engineering teams and involved significant integration between cloud, containerization, and advanced AI search capabilities. KymChat was designed for robust data security and privacy, ensuring sensitive information stays within the firm. The impact has included up to 50% productivity improvement in areas such as document drafting, communication, sales proposal development, and research, creating more time for client interaction and fostering a culture of continuous learning.