P&G deployed an internal AI tool called Project Genie that helps more than 800 customer service representatives answer consumer questions faster by automatically searching and summarizing information from internal knowledge bases and help documents. Project Genie is a tool for human agents, not a consumer-facing chatbot.

Project Genie uses generative AI and natural language processing to receive an incoming consumer query, search multiple internal knowledge bases, and synthesize a concise, consumer-friendly draft response for the human representative to review and send. P&G's official blog confirmed the tool serves over 800 customer service reps and has reduced question processing time. MIT Sloan Management Review, citing P&G's VP of Enterprise Data Science Jeff Goldman, described it as synthesizing information from 'articles and help documents to provide information to over 800 customer service reps, greatly reducing question processing time.'