Illustrative example · Internal Search
Knowledge Base Copilot
An example internal search tool that answers staff questions and links to the source passages.
Knowledge Base Copilot
The challenge
Staff know an answer exists somewhere, but policies, notes, and PDFs are spread across folders. It is hard to tell which document is current.
The proposed approach
The system indexes approved documents and uses relevant passages to answer questions. Staff can open the sources and check the answer.
The intended benefit
Staff would have a shorter route to an answer and its source. Testing should check the accuracy of answers and how easily people can verify them.
Workflow
How this workflow could run.
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Step 01
Collect approved documents and put them in a consistent format.
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Step 02
Split documents into searchable passages, grouped by source and topic.
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Step 03
Answer staff questions with links to the relevant passages.
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Step 04
Show source previews, flag uncertain answers, and let admins refresh documents.
Testing the idea
What to check in a working version.
This is a hypothetical workflow design. The steps and checks describe a possible build, and the intended benefits would need to be tested with real work.
The example problem
Staff know an answer exists somewhere, but policies, notes, and PDFs are spread across folders. It is hard to tell which document is current.
What to test
Staff would have a shorter route to an answer and its source. Testing should check the accuracy of answers and how easily people can verify them.
Steps to automate
- Collect approved documents and put them in a consistent format.
- Split documents into searchable passages, grouped by source and topic.
- Answer staff questions with links to the relevant passages.
Where people review the work
- Approve sensitive actions before they run
- Review uncertain or unusual cases
- Adjust rules when the workflow changes
Possible tools
Checks before launch
- Keep irreversible or sensitive steps behind approval.
- Log the inputs, output, and reason for each important decision.
- Send uncertain results to a person for review.
Results to measure
- Accuracy of answers and source links
- Time spent finding an answer
- Whether outdated sources are identified
What a working build should include
- A workflow map showing what starts a run, which sources it uses, and where the output goes.
- A review screen where a person can inspect the evidence, edit the output, and approve or reject an action.
- A run log showing the inputs, sources, output, and actions taken, including errors.
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