This case study describes how a nonprofit that coordinates community sponsorship for refugee resettlement struggled to manage a high daily volume of case-related emails, where manual reading and replying slowed response times and hurt community experiences. Synoptek implemented a GenAI-powered system that uses the nonprofit’s knowledge base and historical cases to generate customized draft email responses that staff can review and send, integrated into the existing legacy portal to meet SLA requirements (page 1). The solution used Azure OpenAI and Azure Cognitive Services with Python and an Azure vector database/Cosmos DB, with a workflow that retrieves case context, creates embeddings, generates a response, and pushes it back via automation (page 2). Reported benefits include saving about

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