Internal knowledge assistance
Illustrative use case, not a case study.
Staff get answers from approved policy and process content, with sources cited and permissions respected; unsupported questions go to a person without a guessed answer.
The problem
People ask the same policy and process questions in chat, and the answers depend on who replies. Documents exist, but they are spread across systems, some are out of date, and not everyone should see everything.
How it works today
An employee searches the intranet, finds several versions of a document, and asks a colleague or raises a ticket to be sure. Subject-matter owners answer the same questions repeatedly. Nobody can say which version of a policy an answer was based on.
See the scenario
Illustrative workflow. Subtitled.
Transcript
- Policies, procedures, and product knowledge live in many places. People ask a colleague, get an old answer, or give up and guess.
- The assistant checks access permissions, answers from approved sources with citations, and offers escalation when those sources cannot support an answer.
- Owners approve what is indexed, review access-control failures, and see the questions it could not answer. Knowledge refresh is part of the service.
- Measured on answer support, escalation, and access-control failures. Illustrative use case. Let us discuss yours.
Proposed workflow
- Index approved policy and process content with owners, versions, and access rules
- Check the requester's permissions before retrieving any content
- Answer with the relevant passages and a link to each source
- Abstain and offer an escalation path when the question is not supported by approved content
- Log unanswered and escalated questions for content owners to review
Where a person stays in control
- The assistant abstains rather than guesses when no approved source supports an answer
- Access-control failures are treated as incidents and reviewed by a person
- Content owners approve what is indexed and when it is retired
Platform mappings indicate environments in which to assess this idea. Actual implementation depends on configuration, licenses, APIs, data, and permissions. Benefits are stated qualitatively; numeric claims require a documented baseline.