Illustrated conceptSupport
Knowledge assistant
Answers staff questions from approved sources, and passes on the ones it can’t answer.
For: Support and operations staff answering questions
When it runs
What starts it
- A colleague asks a question in chat or the help desk.
What it reads
- Approved help articles and policies
- Resolved tickets
- Who owns each topic
How the work changes
Today
- Staff search several systems, or ask whoever might know
- Answers vary from person to person
With the workflow
- The assistant answers with links to its sources
- If the sources don’t cover it, it says so
- The question goes to the topic’s owner
What it produces, and who checks it
Outputs
- An answer with sources
- Or a hand-off to the named owner
- A list of questions the sources don’t cover
What a person does
- Staff decide whether to use the answer
- Owners keep their sources current
Refunds, legal and safety questions always go to a person.
What it needs
If these aren’t in place, they become the first part of the work.
- Sources that are current and owned
- Permissions that match who can see what
- A place to send unanswered questions
Discuss this workflow.
Tell us how the work runs today. We’ll tell you what it would take to set this up in your tools.