Solution concept
Give recurring questions an answer with a source.
An assistant concept that turns approved guides into referenced draft answers, with a clear path to a person.
Solution concepts for common business needs. Each design outlines the workflow, human review, and measures to agree before a pilot.
SUPPORT & INTERNAL KNOWLEDGE
The scenario
Designed for software support teams whose setup guides and internal notes are spread across several places, making current answers difficult for new colleagues to find.
Where work gets stuck
Searching takes time, old instructions can look current, and a plausible answer is not enough when the source is missing.
The workflow challenge
Search several documents, ask a colleague which version to trust, and rewrite the same response.
The proposed approach
Retrieve approved material, show the source, and prepare a draft that a support agent can review.
WORKFLOW
How the workflow would work
- 01
Define the knowledge boundary
Select authorized documents, their owners, and the topics the assistant is allowed to cover.
- 02
Retrieve relevant passages
Find material within the agreed access boundary and carry its source and version into the draft.
- 03
Draft or escalate
Prepare a referenced answer when the material supports it. Missing or conflicting sources lead to human review.
- 04
Review and improve
A support agent approves the response. Feedback identifies gaps for the document owner to resolve.
What the project would include
- A source inventory and update responsibilities
- A retrieval prototype with source references
- A test set of supported and unsupported questions
- A review workflow and operating guide
How we would evaluate it
Establish a baseline first. Agree targets and measure the pilot before making any performance claim.
- 01Correctness against an agreed evaluation set
- 02Whether sources support the draft answer
- 03Time spent reviewing and correcting a draft
LET’S TALK
Have a similar process?
Tell us where the handoff breaks down. We can discuss a focused first project by email or arrange a remote video conversation.