Case study
A Back-Office Knowledge Assistant
A regulated financial-services back office now gets answers from its own procedures in seconds, instead of interrupting a senior colleague.
The problem
The answers lived in a few people's heads.
Every question from a newer team member went to the same experienced colleagues, and each answer cost them time they did not have.
The procedures existed, spread across long documents written for compliance rather than for daily use. Finding the one line that mattered took longer than asking someone.
What changed
Ask the procedures first.
We organised the procedures into one knowledge base the team owns, and gave them an assistant that answers only from it, step by step, the way a colleague would explain it.
When the answer is not in the documents, or the topic is confidential, it says so and routes the question to the right person. Every gap it finds becomes a request to improve the knowledge base, reviewed by the team each week.
Result
Tested before it was trusted.
19 of 20
test questions answered correctly
Tested against a set of real questions written by the team, each answer checked against the source document. The one miss was a procedure that existed only as screenshots, now on the list to fix. The assistant is in pilot with the senior team before it reaches everyone.
Start with the workflow
See what can be automated.
Tell Kaizen Institute Malta where work slows down. We will map the system, its controls and the right human hand-offs.
Discuss Your Workflow