Who it’s for: Businesses with 20–200 staff whose policies and know-how are spread across documents and people
A knowledge assistant for your policies and procedures
Answers staff questions from your own policies, procedures and product information, citing the document and section, or saying when it can’t find one.
The problem
The answers are somewhere: in a policy folder, an old email, a procedure document or one long-serving colleague’s head. New staff interrupt busy people to ask, and different people give different answers. A public AI tool will answer confidently, but it knows nothing about your business and cannot tell you where an answer came from.
What we build
- An assistant that answers questions using only your own policies, procedures and product information
- Answers that cite the document and section they come from, so anyone can check them
- A clear response when no source is found: it says so and points to a person
How it works
Choose the documents
We agree which policies, procedures and guides the assistant may use, and who owns each one. Out-of-date documents are retired or updated first.
Connect and test
We connect the documents and test the assistant with real questions your staff ask, checked by the people who know the right answers.
Staff first
We roll it out to a small group of staff and watch the questions and answers. Where an answer is wrong or missing, we fix the document or the setup.
Customers, if it suits
Once your team has used and checked it internally, we can talk about a customer-facing version. We agree the scope and the review steps first.
What it looks like
Illustrative example of an answer for a fictional company. Asked how much notice is needed for annual leave, the assistant answers two weeks for leave of up to five days and four weeks for longer leave, and cites the leave policy and the HR system guide.
What you receive
- The working assistant, connected to your chosen documents
- A list of the documents it uses and who owns each one
- A test set of real questions, with results against it
- A one-page system description: what it reads, what it answers, when it refers to a person and where it runs
- Training for the people who will use it, and a runbook
How we check accuracy
- A test set of real questions from your staff, answered and checked by the people who know the right answers
- A pass mark agreed with them before go-live
- A trial run with a small group of staff before wider use
- Regular review of questions it could not answer, reported to you
What changes
- Staff get a consistent answer quickly, without interrupting a colleague
- Answers can be checked against the source in seconds
- Gaps in your documents show up, so you can fix them
What stays with you
What your policies say, who owns each document, and any decision that affects a person.
In practice
We build the assistant around your documents. It is designed to give staff a fast, checkable answer, and to be honest when the documents don’t cover the question.
It does not make decisions or give advice that belongs with a person. It finds and explains what your own documents say.
An illustrative example
Illustrative example, not a client. A business with 80 staff keeps its HR policies, its operating procedures and a product guide in a shared drive. New starters ask the same questions in their first month, and the answers depend on who they ask.
The team picks 40 real questions from the past few months and the people who know the right answers write them down. The assistant is then tested against that set. In this example it answers 34 correctly with the right source, says "I can’t find this in the documents" for 4, and gets 2 wrong. Both wrong answers come from an old version of the leave policy that was still in the folder. The old version is retired, the two questions pass, and the 4 gaps go to the policy owners to write up.
Only then does a small group of staff start using it, and the questions they ask in the first fortnight become the next round of tests.
Each build is fitted to your documents and the way your team asks questions.
Questions
What if it doesn’t know?
It says so, and points to a person. It is built to answer only from your documents, not from general knowledge.
Can customers use it?
Yes, once your team has used and checked it internally. We agree the scope and the review steps first.
Which documents work best?
Current, well-owned documents such as HR policies, operating procedures and product information. We confirm the fit during discovery.
How do answers stay up to date?
We agree how documents are refreshed during discovery. Each document has a named owner who keeps it current.
Is this part of the retainer?
Yes. It’s one of the processes we can take on in a month, or a fixed-scope build if you prefer.
Where are our documents processed?
For client engagements we build on AWS in Australia (Sydney region where available); any exception only with your written agreement.
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