Knowledge Base Assist / SOP
Make your procedures and documentation interactive—answers on demand, 24/7.
Outcome at a Glance
Who it’s for: Teams and organizations with SOPs, compliance workflows, or detailed process docs. What you’ll achieve: An internal Delphi that answers process questions consistently, quickly, and safely. This reduces support load, accelerating onboarding, and flagging documentation gaps automatically. Time to first win: 45–60 minutes.
Delphi becomes your team’s internal knowledge layer; answering instantly, escalating when needed, and learning from every question.
Why it Matters
Instant answers: Team members stop digging through endless folders, Delphi retrieves the exact process instantly.
Consistency: Everyone receives the same, standardized response, reducing miscommunication and compliance risk.
Faster onboarding: New hires self-serve policy and workflow answers, cutting ramp-up time.
Scalable knowledge: Processes and SOPs are available 24/7 without manager intervention.
Actionable insights: The dashboard highlights unclear steps, frequently asked questions, and outdated policies.
Reduced support load: Managers and admins stop repeating the same SOP answers — Delphi handles them reliably.
Knowledge stays alive and consistent — without another training meeting or Slack thread.
What You’ll Set Up
Mind: Upload SOPs, compliance manuals, and key process docs. Add Context + Publish Dates.
Profile: Create an internal Initial Message (“Ask about workflows, compliance steps, or policies”) + 3–5 Suggested Questions.
Mind Settings:
Citations = Show: Ensures users see the source SOP for every answer.
Message on No Answer: Directs users to escalate safely.
Access Groups: Internal visibility only; Require login or company domain.
Integrations: Slack/Teams, email, or intranet portal embed.
Alerts & Actions: Detect process confusion, compliance keywords, or escalation needs; notify team leads or trigger updates.
Operate Stack: Weekly review of insights and revision of SOP docs where users get stuck.
Build → Launch → Operate
Build (30–45 min)
Upload Core Docs:
SOPs, how-to manuals, compliance policies, and onboarding docs.
Add Context (department, owner, effective date) and Publish Dates.
Profile & Mind Settings:
Initial Message: “Hi! I can help with policies, workflows, and process steps. Try: ‘How do I submit an expense report?’ or ‘What’s the client handoff procedure?’”
Suggested Questions (5–7):
“What’s the first step in [process]?”
“Who approves [task]?”
“Where can I find [document]?”
“What’s the escalation path for [issue]?”
“What’s our latest policy on [topic]?”
Enable Citations = Show.
Add Message on No Answer: “If you can’t find what you need, please submit a quick note to [contact/team link].”
Alerts (Operational Awareness):
“If user says they’re confused, stuck, or unclear → tag as Needs Clarification and notify process owner.”
“If user mentions compliance, risk, or audit → tag as Compliance Query and send to compliance lead.”
“If user asks for a document not found → tag as Missing SOP and add to review list.”
“If user asks about escalation, exception, or approval → tag as Escalation Inquiry.”
Actions (Automation Loops):
A. Alert Triggered (Needs Clarification): Notify team lead + add to “SOP Revision” list.
B. Alert Triggered (Missing SOP): Send Message (User): “I’ve noted this question — we’ll add this process shortly. Here’s how to request help in the meantime: [link].”
C. Conversation Ended: Send Message (User): “Was this helpful? Reply yes or no, your feedback improves our docs.”
D. Weekly Summary (Scheduled): Send internal recap of top 10 asked SOPs and flagged alerts.
Launch (10–15 min)
Share the Delphi link:
Slack/Teams channel (pinned message: “Ask our Delphi for any SOP or policy question”).
Internal portal or intranet page embed.
Email onboarding packet for new hires: “Your quick-access assistant for company processes.”
Test Alerts & Actions:
Ask “What’s the escalation path?” → confirm Escalation Inquiry tag and team notification.
Ask a “missing” question → verify Missing SOP triggers correctly.
Check Action logs for message accuracy.
Within minutes, Delphi becomes your self-serve knowledge helpdesk — fast, accurate, and constantly learning.
Operate (Weekly, 20–30 min)
Review Conversations: Filter by tags (Needs Clarification, Missing SOP, Compliance Query). Update SOP docs for repeated confusion points.
Refine Alerts: Add new process terms or synonyms to increase detection accuracy.
Update Mind: Re-upload outdated SOPs or update Context/Publish Dates for clarity.
Recipes (Copy → Tailor)
Alert: Needs Clarification
Trigger: “If user says confused, not sure, or unclear about a process.” Action:
Add Tag (User): Needs Clarification
Notify (Team): “User flagged confusion about {topic} — review SOP.”
Alert: Missing SOP
Trigger: “If user asks for a process or document not found.” Action:
Add Tag (User): Missing SOP
Send Message (User): “Thanks for flagging — that process isn’t documented yet. I’ve shared it with our team for review.”
Notify (Owner): “Add new SOP for {topic}.”
Alert: Compliance Query
Trigger: “If user mentions compliance, risk, audit, or exception.” Action:
Add Tag (User): Compliance Query
Notify (Compliance Lead): “Compliance-related question detected. Review conversation link.”
Alert: Escalation Inquiry
Trigger: “If user mentions escalation, exception, or approval chain.” Action:
Add Tag (User): Escalation Inquiry
Notify (Manager): “Escalation question detected — verify clarity in SOP.”
Conversation Ended Follow-Up
Trigger: Conversation Ended Action:
Send Message (User): “Was this helpful? Your feedback helps us improve. You can also reply with a topic you’d like us to cover next.”
Metrics to Watch
Deflection Rate: % of questions answered without human intervention.
Response Time: Should remain instant and citation-backed.
Tag Frequency: Top tags (Needs Clarification, Missing SOP, Compliance Query).
SOP Gaps: # of Missing SOP alerts per week.
Onboarding Success: Time-to-competency for new hires.
Troubleshooting
Users still escalate too often: Strengthen “Message on No Answer”; include clear fallback steps.
Duplicate tags: Merge similar tags weekly (Compliance Alert + Risk Inquiry → Compliance Query).
Incorrect answers: Update outdated SOPs and Context notes.
Low engagement: Embed Delphi more visibly in internal tools; promote use in team meetings.
Pre-Flight Checklist
All SOPs and manuals uploaded with Context + Publish Date.
Citations ON and Message on No Answer configured.
Alerts active for Needs Clarification, Missing SOP, Compliance Query, Escalation Inquiry.
Actions tested for notifications and follow-ups.
Internal access restricted by domain or login.
Slack or Teams integration active.
Weekly review routine scheduled.
Insights Dashboard bookmarked for trend tracking.
In Practice
Your Delphi becomes your internal “knowledge operator”, answering, tagging, and flagging what’s unclear so your documentation evolves automatically. Managers see where the team struggles, and new hires get reliable answers from day one.
“If someone says ‘I’m not sure where to find that policy,’ tag as Needs Clarification and notify me.” “If they ask for a doc that doesn’t exist, tag as Missing SOP so we can add it.”
That’s Delphi, the internal assistant that keeps your organization sharp, consistent, and continuously improving.
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