Zero barriers, instant compliance, safer shifts: JSW Steel’s success story with Pragya
Discover how India’s leading steel manufacturer leveraged WebQnA’s multilingual AI chatbot to deliver 24/7, voice-enabled safety protocols across a diverse workforce.
1.5x
Increase in RFPs handled per month
48 hours
Reduction in RFP SLAs
65% to 90%+
Increase in opportunities advanced to next stage
WebQnA answers safety-related questions very well from the documents shared. The WebQnA team is really quick at implementing any customizations we needed to integrate with our systems.
Omer Miranda
Head of Technology, JSW Steel
THE CHALLENGE
As one of India’s premier integrated steel manufacturers, JSW Steel operates vast production facilities powered by a massive, highly diverse workforce. Employees and contractual workers hail from various geographic regions and linguistic backgrounds, making unified communication a complex operational puzzle.
In a heavy manufacturing environment, instant access to safety protocols is not just a regulatory requirement—it is a critical necessity to ensure a zero-harm workplace. However, JSW Steel faced several critical bottlenecks:
The Language Barrier: Traditional safety documentation, compliance procedures, and Standard Operating Procedures (SOPs) were heavily reliant on English. This created a severe knowledge gap for on-field employees who primarily communicated in their native regional languages.
Information Silos: Critical safety manuals and guidelines were stored across complex enterprise repositories. Finding a specific safety process during a shift required navigating dense documents, slowing down response times.
Lack of 24/7 Expert Support: Safety queries can arise at any time, across morning, evening, or night shifts. Relying entirely on manual safety officers to address routine policy or compliance questions created operational delays and stretched human resources thin.
To truly drive safety compliance, JSW Steel needed a scalable, digital-first solution that could democratize access to safety data, breaking down both technical and linguistic barriers.
THE solution
A digital-first, multilingual solution for modern workforce safety
The speed at which the WebQnA team understood our workforce diversity challenges, and the efficacy of how Pragya addressed these safety barriers, was impressive! The chatbot continuously synchronized with our enterprise documentation, ensuring that critical safety feedback and updated guidelines were immediately accessible on the shop floor.
To bridge the communication gap and modernize safety delivery, WebQnA developed Pragya, an intelligent, multilingual safety chatbot. Named after the Sanskrit word for “wisdom,” Pragya acts as an always-on safety companion capable of translating complex enterprise safety documentation into instant, localized knowledge.
The architecture of Pragya is built on seamless enterprise integration and user-centric features:
Native Language & Voice Support: Employees can interact with Pragya in their mother tongues. The chatbot processes multilingual inputs and responds in the user’s native language, making safety compliance universally inclusive. It also supports voice-based interactions for shop-floor workers who prefer speaking over typing.
Direct SharePoint Integration: Pragya is connected directly to JSW Steel’s central SharePoint repositories. It continuously reads, index-syncs, and updates its knowledge base with the latest safety policies, user manuals, and corporate guidelines.
Verifiable Responses with Page-Linking: To ensure absolute accuracy and build trust, Pragya doesn’t just generate text; it provides direct navigation links to the exact page of the official document where the answer was found.
Fine-Grained Access Control: Security and compliance are maintained through strict Single Sign-On (SSO) integration. Pragya reads login parameters to ensure employees only access safety documents and SOPs relevant to their specific plant, role, and authorization level.
The Impact
By deploying Pragya, JSW Steel successfully transformed its safety culture from a passive, document-heavy system into an active, digital-first ecosystem. The chatbot has delivered measurable improvements across operational efficiency and workforce engagement:
Elevated Employee Engagement: By removing the language barrier, usage of safety resources skyrocketed. Frontline workers who previously felt alienated by English documentation now actively query the bot in their native languages.
Enhanced Compliance & Safety On-Site: With 24/7 availability, workers across all shifts can immediately clarify safety protocols before executing high-risk tasks. This immediate access to verified SOPs significantly reduces the risk of operational errors.
Drastic Reduction in Manual Workload: Routine queries regarding safety protocols and manual guidelines are now entirely automated. This frees up JSW’s core safety teams to focus on active field inspections, incident prevention, and strategic safety training rather than administrative troubleshooting.
Data-Driven Safety Insights: Through Pragya’s detailed backend reporting and analytics, management gains deep visibility into employee safety needs. By tracking engagement trends and common queries, JSW can continuously refine its safety manuals and proactively address knowledge gaps across different manufacturing sites.
About Company
JSW Steel is one of India’s leading integrated steel manufacturers and the flagship business of the US $24 billion JSW Group. With an extensive global footprint and highly diverse manufacturing hubs across India, the company is committed to operational excellence, cutting-edge digitization, and a zero-harm workplace culture that prioritizes employee health and safety.
INDUSTRY
Steel & Heavy Manufacturing
COMPANY SIZE
10,000+ employees
hq
Mumbai, Maharashtra, India
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