Company Knowledge and AI Assistant
An internal assistant that answers staff questions about procedures, policies and products from your own documents, shows the source behind each answer and respects who is allowed to see what.
The problem
The knowledge exists — it just can't be found when someone needs it
Procedures sit in one folder, product documentation in another system, and recent decisions are scattered across email. A new starter has to find someone to ask "what do we do in this case?", while experienced staff answer the same question several times a day. When nobody can find the right document, people end up working from an old version or from hearsay.
- Knowledge is spread across different systems
- Experienced staff are constantly answering questions
- New starters take longer to get up to speed
- Work can be done from out-of-date documents
The solution
Ask the question, get the answer with its source
The assistant works from a knowledge base built from the documents you choose, and shows the document behind every answer, so the person asking can check it at the source. What each department can see follows your existing permissions; the assistant never reveals information someone couldn't normally access. If the documents don't contain an answer, it says so plainly and points to who should be asked.
Possible benefits
- Staff reach the right information without waiting
- Experts spend less time answering repeat questions
- New starters settle in more easily
- Unanswered questions reveal gaps in your documentation
How it works
- 01Your team
Documents are chosen and given owners
You decide which documents become sources and who keeps each one current.
- 02System
Documents are prepared for the knowledge base
They are made searchable, and access permissions travel with each document.
- 03Customer
An employee asks a question
From an internal portal or the messaging tool your team already uses.
- 04AI
The assistant answers from permitted documents
It uses only documents that person may see, and shows the source it relied on.
- 05Your team
Unanswered questions go to the document owner
Questions with no answer in the documents are collected so the owner can fill the gap.
Example: a multi-branch service company
A newly appointed branch manager asks what fee applies when a customer cancels an appointment at the last minute. The assistant summarises the relevant clause of the current cancellation policy and links to the policy document. When the same person asks how staff leave is calculated, the assistant gives no details — that document is open only to HR — and suggests passing the question to HR.
What it needs
Information required
- Source documents: procedures, policies, product and service documentation
- An owner for each document who keeps it up to date
- Access rules by department and role
Systems to connect
- Wherever your documents live: shared drive, document system or internal wiki (connected during setup)
- Your user and permission structure (via single sign-on, if you use it)
- The internal portal or messaging tool your staff use
Where a person approves
The assistant provides information; it does not make decisions. On staffing, pay, disciplinary or legal matters it only points to the relevant document and refers the question to the responsible person. Document owners remain responsible for accuracy and currency.
Security and privacy
- Access is limited to each employee's existing permissions; the assistant never widens them
- Sensitive documents can be kept out of the knowledge base entirely — a decision made during setup
- Hidden instructions embedded in documents are not treated as commands
- Questions and answers are logged; retention follows your company policy
What it does not do
- It cannot know what the documents don't say; if a document is out of date, so is the answer
- Where two documents conflict, it cannot decide which one applies — it flags the conflict
- Showing sources reduces the risk of errors but does not remove it; on important matters, read the document
- Gathering and tidying the documents is usually the most demanding part of the setup
What does your team search for most?
Let's look at your documents together first: which are ready, which need updating, and which information should be open to which team.
Related services
This is an example scenario, not a completed client project. Setup and results depend on your business data and the systems you use.