Knowledge and process
Turning day-to-day work into SOPs and agent training data
A knowledge-capture system that converts how work is actually performed into searchable knowledge, standard operating procedures and training data for agents.
- The situation
- A business held most of its process knowledge informally, with individuals. The way work was carried out was consistent and repeatable but undocumented, which made training new staff difficult and delegating the work to an agent impractical.
- What was built
- A knowledge-capture system that records how work is actually performed and converts it into three usable outputs: searchable knowledge, standard operating procedures, and training data for agents. Capture takes place close to the work rather than as a separate documentation exercise.
- The outcome
- Process knowledge that previously resided with a small number of individuals became searchable, repeatable and capable of scaling. The same captured material supports the agents that automate parts of the work.
The situation
A business held most of its process knowledge informally, with individuals. The way work was carried out was consistent and repeatable but undocumented, which made training new staff difficult and delegating the work to an agent impractical.
What was built
A system that records how work is actually performed and converts it into three usable outputs.
- Searchable knowledge, so that answers can be located rather than requested.
- Standard operating procedures derived from actual work, rather than written from scratch as a separate exercise.
- Training data for agents, drawn from the same captured processes.
Capture takes place close to the work rather than as a separate documentation project.
The outcome
Process knowledge that previously resided with a small number of individuals became searchable, repeatable and capable of scaling. The same captured material supports the agents that automate parts of the work.