Sales and customer service
Calls are answered around the clock
24/7calls and requests handled
Internal processes
Answers from your guides in seconds
Linkto the source document in every answer
The task
Policies and guides existed, but finding the right one was slower than asking a colleague.
What we did
We introduced answers from internal documents: an employee asks in plain words and gets an answer with a link to the source, within their access rights.
What changed
An answer to a typical internal question is found in seconds and checked via the link to the document. Nobody has to distract colleagues to find a guide.
- Linkto the source document in every answer
What mattered
- The main work is getting documents into usable shape. Without it, the system answers confidently and wrongly.
- The requirement that documents never leave the environment was fixed before work started.
Other cases
- Information security
Work chats stay in your own channel, not in public messengers
1private channel instead of public messengers
- Operations management
New hires follow one playbook from day one
1workflow for every employee
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