USE CASE
AI Assistant for Repetitive Internal Questions
HR or support keeps receiving the same questions about policies and procedures. Answers are scattered across documents.
In brief. This use case consists of assessing how to: search approved sources, answer with citations, respect permissions, and route unsupported questions.
How it works today
HR or support keeps receiving the same questions about policies and procedures. Answers are scattered across documents.
Where time is lost
The same policy gets explained repeatedly, sometimes using different document versions.
What can be automated
Search approved sources, answer with citations, respect permissions, and route unsupported questions.
How a workflow could work
A practical flow takes inputs from the relevant sources, checks them against agreed rules, performs routine actions, and sends uncertain cases to a person.
What still needs a person
Content owners keep policies current and handle personal or ambiguous cases.
Systems that may be involved
Document repository, access controls, search, and internal channel.
When it is worth assessing
When questions recur and there is an owned, permissioned document base.
What not to assume
Generated answers require current sources and access controls.
How Smartservices approaches it
We map the existing process, verify data and system access, define controls and a human review point, then scope an integration or automation around the actual workflow.
Questions to ask before starting
Can this work with our current systems?
It depends on available APIs, exports, permissions, and data quality. We check those constraints before choosing an integration.
Will people still review exceptions?
Content owners keep policies current and handle personal or ambiguous cases.
What is needed for an initial assessment?
A sample of the current inputs, the steps people perform, the systems involved, and the most common exceptions.