Caylent Services
Product Strategy and Experience
Define product direction, design trusted experiences, and deliver AI-enabled products built for adoption, scale, and measurable outcomes.
Protecht Group Modernizes Risk Management with AI Product Innovation
Generative AI
Product Strategy & Experience
Solution Implemented
→ AI Product & UX Design: Led a product-first, human-centered design approach to create an intuitive AI experience that guides users through complex risk workflows.
→ Production-Ready GenAI Architecture: Delivered a secure, scalable GenAI foundation using Amazon Bedrock, Claude models, and retrieval-augmented generation (RAG).
→ Enterprise Governance & Scalability: Built enterprise-grade governance, observability, and multi-region readiness to meet strict regulatory and trust requirements.
→ Collaborative Delivery & Enablement: Partnered closely with Protecht’s teams to transfer knowledge and establish repeatable patterns for ongoing AI product development.
Outcomes Expected
→ AI-Led Competitive Differentiation: Positioned Protecht ahead of GRC vendors by delivering a thoughtfully designed, production-ready AI product built for real-world adoption.
→ Improved User Engagement: Reduced friction and intimidation in risk workflows through intuitive UX, helping organizations strengthen participation and risk culture.
→ High-Visibility Product Launch: Delivered a live, on-stage AI product launch on a fixed deadline, reinforcing Protecht’s leadership in AI-powered risk management.
→ Scalable AI Product Roadmap: Established a durable foundation to support 50+ future AI features and continued AI-driven product innovation.
Redefining User Engagement, Elevating Risk Culture, and Strengthening Competitive Positioning
Trusted by organizations across government, financial services, health, education, aged care, and more, Protecht Group empowers businesses to manage risk by providing innovative management solutions. Protecht serves a wide range of highly regulated industries where trust and privacy expectations are uncompromising.
Many competitors had begun launching AI features, but early implementations in the market often lacked clarity around data handling. Protecht saw a chance to create a more deliberate, user-centered approach.
Business Challenges
The company sought to understand how AI could elevate the user experience. As Damien Stevens, Chief Product and Marketing Officer at Protecht explained, “At Protecht, we see risk as a strategic imperative; when it's managed well, innovation flourishes. This means risk is everyone's business. Our North Star was lifting engagement across the organization. We wanted AI to act like virtual companions. Something that sits beside the user and gives them confidence, not confusion.”
Risk reporting and incident workflows are often completed by occasional users who may enter the system once or twice a year. These users can feel intimidated by lengthy forms and complicated processes. Protecht wanted their product to lower that barrier and help organizations strengthen their risk culture. This framing set a high bar for both user experience (UX) and governance, and it required an AI partner that could think beyond model selection and prompt engineering.
“We knew we needed AI to stay competitive, but we weren’t willing to follow the trend of simply bolting ChatGPT onto our platform,” said Stevens. “We needed an AI tool that was thoughtful and something our customers could trust.”
“Caylent delivered a production-ready AI feature at incredible speed while helping us think deeply about user experience, scalability, and governance. The result wasn’t just a new feature—it enhanced our competitiveness and set the foundation for a long-term AI roadmap. We trusted Caylent with a high-visibility deadline, and they delivered.”
Damien Stevens
Chief Product & Marketing Officer
“We welcomed the opportunity to test Protecht’s AI solution, Cognita, in line with NBIM’s strategy to build AI into our risk systems and across the broader organisation. From what I’ve seen so far, I would feel comfortable about rolling out Cognita because it is very easy to work with and genuinely helpful. Its use of natural language prompts has strong potential to make risk management more accessible, particularly for employees who are not risk specialists.”
- Eric Dahlberg, Head of Operational Risk at Norges Bank Investment Management.
Solution
When Protecht approached Caylent, they faced an immovable deadline. Scheduled to present their new product live onstage to hundreds of industry leaders at an upcoming risk conference, the launch date was non-negotiable.
Beyond timing, the solution had to address real, deeply rooted user-experience challenges. Occasional users often abandon risk tasks before they begin due to the manual nature of filling out long forms or unfamiliar terminology. Protecht envisioned an experience that would meet users where they were emotionally and practically, guiding them one step at a time.
Alongside UX expectations, data governance and trust were equally important. Protecht’s customers expect absolute clarity in how data is used. The AI system needed to be tightly aligned with enterprise compliance standards. Meanwhile, Protecht’s engineering team wanted the engagement to expand their internal skills, enabling them to evolve AI capabilities long after launch.
Designing and Delivering Cognita
Protecht evaluated multiple vendors but found that most lacked the combination of skills needed to deliver a differentiated AI product. “Caylent’s deep experience with AWS and GenAI services, strong design practice, and willingness to take on an aggressive timeline stood out,” said Stevens. “We put an enormous amount of trust in them – not just to build something, but to challenge our thinking. They didn’t just execute. They elevated the entire vision."
This trust became the foundation for what would become Cognita, Protecht’s next-generation AI companion, embedded within the Protecht ERM platform. Caylent kicked off a highly collaborative product development process by leading a detailed design exploration that examined Protecht’s real user personas, emotional states, and workflow pain points. Instead of simply overlaying AI onto existing forms, they reimagined the experience from the ground up. The breakthrough idea emerged in the form of a guided entry workflow as a way for users to begin tasks with short, intuitive prompts instead of confronting lengthy, 30-field forms.
Market Differentiator Driven By AI
By combining design strategy, AI engineering, and collaborative delivery at remarkable speed, Caylent helped Protecht set a new bar in the GRC industry. With Cognita now launched, Protecht is positioned to scale its AI ambitions and continue shaping the future of risk management. Early users reported that Cognita eased adoption, improved clarity, and made risk tasks feel more approachable. These improvements strengthened Protecht’s credibility and reinforced trust with a customer base that values caution and governance.
The Protecht–Caylent partnership demonstrates what thoughtful AI product development looks like when speed, innovation, UX empathy, and governance all matter equally. Cognita is more than an individual feature—it is Protecht’s AI assistant, adding a new layer of intelligence within Protecht’s ERM platform, one that makes risk management more intuitive, more accessible, and more engaging.
Technologies Used
Caylent partnered with Protecht’s team to build Cognita using Amazon Bedrock and Claude models for natural language understanding, generation reasoning, and language understanding, supported by retrieval-augmented generation patterns. The solution integrated directly with Protecht’s Java Spring Boot application and adhered to strict governance, observability, and multi-region deployment standards. Every component, from prompt configuration to user behavior tracking, was designed to support scalable growth across the platform. Additionally, collaboration with the AWS Generative AI Innovation Center helped bring this experience to life by enabling a seamless path to production.
