At Veikkaus, there has never been too little information. Quite the opposite. Over the years, a vast number of guidelines, policies, news, and practices has accumulated.
The real challenge was not the lack of information, but a familiar and frustrating question:
“Where do I find this – and how do I know the information is up to date?”
This question surfaced repeatedly during the early workshops of the intranet renewal – and for good reason. When daily work is fast-paced and the organization is preparing for significant change, the role of the intranet inevitably shifts.
It is no longer enough for information to simply exist. It needs to be found – and ideally work within the user’s specific context – in a way that allows them to ask freely using natural language.
The intranet is no longer a place, but a service
The traditional view of an intranet as a publishing platform is no longer sufficient. At Veikkaus, the intranet was approached as a service designed to support work exactly at the moment a need arises.
In the workshops, this became clear very quickly:
- users do not want to browse structures
- they do not want to think about where a piece of content “belongs”
- they want to ask – in their own words
This led to the idea of the intranet as a platform for agents.
Ask the intranet and get an answer
Agents designed to improve findability were not driven by technology, but by real user needs. The goal was simple but ambitious:
Veikkaus employees must be able to ask the intranet questions in natural language and receive answers to anything that can be anchored in intranet content.
The agents were built for exactly this purpose. They:
- make it easier to find information
- combine answers from multiple sources
- return responses in a clear and understandable format
One agent acts as the primary conversational interface and routes questions when needed to more specialized agents focused on specific content areas. This ensures that answers remain accurate and context-aware – without the user needing to know where the information “actually belongs.”
More narrowly focused agents also respond directly to users, answering questions related to areas such as HR or the use of office facilities, anchoring responses precisely in the relevant content.
AI can work with fragmented content, but in Veikkaus’ case, the best results were achieved by first fixing the content structure, metadata, and findability. Agents do not replace good information architecture – they make it visible and usable.
Multilingual content takes more than a translate button
Veikkaus’ strategy and preparation for the transition to a multi-license market in 2027 introduced a clear requirement: content must work seamlessly across multiple languages.
During the workshops, it became evident that the traditional “we’ll translate later” model is no longer sufficient. Multilingual capability must be part of the content lifecycle from the start.
The solution was to build automated translation workflows that:
- support Veikkaus’ strategy and future operating model
- accelerate content publishing
- ensure alignment between language versions
Technically, the solution leveraged:
- Power Automate for workflow orchestration
- AI Builder for content processing
- Azure Microsoft Translator for machine translation
The result is not perfect translation without human input, but a significantly lighter workload. Draft translations of news and pages are created quickly and automatically. Experts can focus on quality assurance instead of manual work and publish content as soon as it is finalized.
From workshops to daily work without disruption
The intranet renewal at Veikkaus was implemented in phases. Workshops established a shared understanding of goals, user needs, and day-to-day realities. Participants included communications, IT, and business stakeholders – exactly the combination required for a functioning intranet.
Solutions were not built in isolation, but alongside daily work. Content structure, search and findability, as well as agents and AI capabilities all evolved in parallel. This meant that the intranet renewal was not just a project, but a living solution from the moment it was introduced.
An intranet that evolves with the organization
The Veikkaus intranet is not finished – nor should it be. Its value comes from continuous development, the use of analytics, and the ability to adapt to organizational change.
When the structure is clear, information is findable, agents can answer questions, and multilingual capabilities support the strategy, the intranet stops being just a communication channel. It becomes part of daily work.
And that is when you can say the intranet works – because the information can truly be found.
Henry Scheinin
Leading Consultant, Partner
