Find the current policy with its source.
Staff rely on outdated policy attachments.
Est. deploy 4–6 weeksSee the walkthrough
Knowledge & Internal Tools · All industries
Give your team an operating manual that answers back.
The right procedure is buried in documents and chat.
For: Operations knowledge owners and the team responsible for knowledge & internal tools across industries.
01 · The outcome
What good looks like.
The team has a cited internal answer with a link to the controlling procedure, with source evidence and an explicit approval before any external action. Track questions resolved with a current authoritative citation against a baseline; do not assume automation improves it.
A connected workflow that uses approved SOPs, document versions and employee access permissions to retrieve the relevant passage, cite the version and page, and abstain if the source does not answer the question. It produces a cited internal answer with a link to the controlling procedure.
Where AI helps, and where a person decides.
AI can retrieve the relevant passage, cite the version and page, and abstain if the source does not answer the question. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The operations knowledge owner verifies the source facts and approves the final action.
Operations knowledge owner is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Operations knowledge owner: Capture the source and scope
- Operations knowledge owner: Review the proposed outcome
- Operations knowledge owner: Release only the approved version
- Operations knowledge owner: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: An authorized employee asks a procedure question. Connect only approved SOPs, document versions and employee access permissions. The operations knowledge owner confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to retrieve the relevant passage, cite the version and page, and abstain if the source does not answer the question. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a cited internal answer with a link to the controlling procedure against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Operations knowledge owner has recorded approval or a reason to hold the item.
After explicit approval, save a cited internal answer with a link to the controlling procedure in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review questions resolved with a current authoritative citation each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=cited-operating-manual
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- CITED-OPERATING-MANUAL-DEMO-001
- Trigger
- An authorized employee asks a procedure question.
- Owner
- Operations knowledge owner
- Prepared output
- a cited internal answer with a link to the controlling procedure
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- Questions resolved with a current authoritative citation
Start with your tools.
Connect CRM, Google Workspace, Slack through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
- For healthcare uses, validate HIPAA applicability, execute required BAAs, restrict PHI to the minimum necessary, and use approved secure systems. Clinicians handle symptoms, urgent care and clinical decisions.
- For legal work, preserve privilege and confidentiality, check conflicts before substantive intake, and require a licensed attorney to approve legal advice, filings and engagement terms.
- For financial or insurance work, a properly licensed professional approves recommendations, coverage, suitability and binding actions. Apply the firm's supervision, retention and advertising rules.
Try this week / no DAVID required
A useful first step.
This week, have your operations knowledge owner time five examples of this work. Use redacted copies of approved SOPs, document versions and employee access permissions to make a cited internal answer with a link to the controlling procedure manually, then list which fields required judgment.
What to measure.
- Questions resolved with a current authoritative citation
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
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Want this running in your business in 2–4 weeks?
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