Challenge, approach, and impact

We have already had a well defined processes and structured internal documentation within Infinum, but discoverability and visibility were a slight obstacle (eg. experienced by administrative staff frequently dealing with documented questions). The goal was to create an assistant that can answer questions based on data available in our documentation, i.e. to serve as a centralised hub for all company knowledge, including policies, procedures, FAQs, and best practices. We wanted it to make these information easily accessible to employees within their familiar Slack environment. Moreover, the goal was to ensure that information is always up to date, automatically updating content whenever changes occur, such as policy revisions or new procedures.