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Case Study

GPAi Checker: AI first-line advice for 280,000 GPA members.

GPA — Austria's largest union for private-sector employees — wanted to offer members 24/7 first-line labor-law information. We built it.

Try the live botOriginal case study
01deep-dive
starting

Starting point.

<p id="starting">GPA advises thousands of members daily on labor law, collective agreements, parental leave, sick leave and mobbing. Outside business hours, requests piled up — and members often couldn't find what they needed in the extensive website.</p><p>Requirement: a low-friction first-line advisor available 24/7 that answers precisely, clearly distinguishes between <em>information</em> and <em>legal advice</em>, and cleanly escalates sensitive cases to human advisors.</p>
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02architecture

How the agent works under the hood.

Multi-agent setup with RAG on official GPA content, member auth via the existing identity system, hand-off to human advisors on complex cases.

GPA member
HTTP · Widget · API
Router agent
Intent · topic detection
Labor-law agent
CBA · leave · sick leave
Services agent
Membership · benefits
Escalation agent
Hand-off to advisor
tools · skills
  • RAG · GPA content
  • SSO · member auth
  • Audit logs
  • Advisor handoff
03features
solution

What sets the GPAi Checker apart.

  • RAG on GPA knowledge

    Indexes all official GPA content on labor law and collective agreements. Always answers with source attribution.

    • RAG
    • Source-bound

  • Member auth

    Sensitive questions require login. Anonymous access only for general information.

    • SSO
    • Privacy

  • Multilingual

    DE for standard requests, more languages for international members.

    • DE
    • EN
    • +more

  • Human handoff

    Complex cases go to GPA advisors with full conversation context. Members don't restart from scratch.

    • Escalation

  • Clearly bounded

    Bot offers first-line information, not legal advice. Disclaimer always visible in the conversation.

    • Compliance

  • GDPR from day 1

    EU hosting (AWS Frankfurt), no US data flows, full audit logs, clear DPA.

    • EU-only
    • DPA

What we learned

<p id="lessons">Three insights from the project that shaped our subsequent bots:</p><ul><li><strong>Clear language beats a wall of legal disclaimers.</strong> Users don't read long disclaimers. We put the key notice (<em>"first-line information, not legal advice"</em>) as a permanent banner in the UI, not in a dismissable modal.</li><li><strong>Source enforcement is non-negotiable.</strong> In legal topics, an imprecise answer is worse than no answer. The bot escalates to a human rather than guesses.</li><li><strong>Authentication at the right point.</strong> General questions need no login (lower the bar). Sensitive topics only after SSO. This differentiation must be clearly communicated.</li></ul>

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