Internal Knowledge Copilot

Knowledge copilot screenshot

Overview

A mid-size professional services firm struggled with slow internal answers and onboarding delays. We delivered a focused internal copilot that indexes SOPs, FAQs, and shared documents and integrates answers into the team's chat and a quick web lookup.

Challenge

Staff spent too much time searching for process documents or waiting for colleagues to respond. New hires took weeks to find standard procedures.

Solution

  • Performed a content audit and canonicalized key SOPs and FAQs.
  • Built a lightweight indexing pipeline and a search endpoint that surfaces document excerpts and links.
  • Integrated responses into chat (Slack/GChat) and a small web UI for structured answers and sources.

Results

  • 40% reduction in time-to-answer for common operational questions.
  • Faster onboarding: new hires reached basic proficiency 25% faster.
  • Measured drop in repetitive support tickets and fewer escalations.

Timeline & Tech

Delivered in a 4-week pilot using an index of existing docs, small serverless indexing jobs, and lightweight integration into chat. Emphasis was on governance, citing sources, and a low-permission architecture.

“The copilot is practical and accurate — our team uses it daily and onboarding is noticeably smoother.” — Head of Operations
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