What starts it
- A colleague asks a question in chat or the help desk.
Illustrated conceptSupport
Knowledge assistant
Answers staff questions from approved sources, and passes on the ones it can’t answer.
Knowledge assistantASKED 24
Where is the refund policy?
Which plan includes single sign-on?
How do I unlock an account?
Can we waive the setup fee?to a person
answers with the sourceunsure goes to a person
When it runs
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
Refunds, legal and safety questions always go to a person.
What a person does
- Staff decide whether to use the answer
- Owners keep their sources current
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
Where this workflow fits
- Service
AI Agents
For one defined job
- Business need
Customer support
Faster answers your team can check.
Notion
Docs, wikis and databases, with AI that searches and drafts across them.
- Industry
Private equity
Portfolio operations, and work inside the firm
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.