One welfare agency managed a problem common to many organizations. Years of documents, procedures, policies accumulated over time. Valuable information scattered among files, emails, different systems.
Result: employees who were spending hours searching for a specific procedure. New employees who were taking weeks to figure things out. Customers who waited days for answers to questions that had been addressed in the past.
Boosha has developed “Insider,” an AI virtual assistant that centralizes all this knowledge and makes it accessible in seconds.
The initial situation
The institution had accumulated a vast amount of knowledge over the years. Documents on benefits, internal policies, operating procedures, role descriptions. All scattered in dozens of folders and systems.
The concrete consequences:
Time lost every day An employee needs to respond to a customer on a specific procedure. She begins the search. Checks three different folders, asks two colleagues, searches old emails. An hour goes by before finding the right information. This happened dozens of times a day.
Slow induction of new employees A new resource starts working. He needs to understand procedures, roles, policies. But information is fragmented. He spends weeks trying to get his bearings, taking time away from colleagues with constant questions.
Knowledge that is lost When an experienced employee leaves the company, he or she takes years of practical experience with them. Written procedures do not capture all the operational details that made that employee effective.
The solution: Insider
We have developed a virtual assistant that aggregates all corporate knowledge in one accessible place. It functions as an always-available expert colleague who knows every procedure, policy, and information accumulated over time.
How it works in practice
An employee has a question. Instead of searching through documents or asking colleagues, he opens the assistant interface and writes the question in natural language.
Concrete examples:
- “What is the procedure for handling an early retirement request?”
- “How does the performance evaluation process work?”
- “Who is responsible for approvals for the training budget?”
The assistant analyzes the question, searches through all related documents and systems, and provides a precise answer. With citations of original sources and links to full documents.
Technology that works
The solution uses an intelligent document search engine (technology similar to RAGaaS). Key features:
- Natural conversations: you can ask follow-up questions, the assistant keeps track of the context
- Verifiable sources: each response includes citations of the documents from which the information is taken
- Advanced search: finds information even in complex documents, including those with images and tables
- Unified access: connects to your existing systems without the need to move data
How the team uses it every day
To respond to customers faster
First: a customer calls asking for details about a specific benefit. Operator searches documents, asks supervisor, takes 30 minutes to give a complete answer.
Next: the operator asks the assistant while the customer is still on the phone. He receives the answer in 10 seconds. Verifies it, customizes it for the specific case, responds to the customer. Total time: 2-3 minutes.
To enter new resources quickly
Before: a new employee had a list of questions. “How does system X work?” “Who do I turn to for Y?” He had to ask colleagues, interrupting their work. Time to become autonomous: 4-6 weeks.
After: the new staff member uses the assistant for frequently asked questions. Coworkers intervene only for situations requiring contextual judgment. Time for basic autonomy: 1-2 weeks.
To keep procedures up to date
Before: procedures written years ago that no one updated because “that’s how they work, even if the document says otherwise.” Practical knowledge was only in people’s heads.
After: assistant helps identify when documented procedures do not match current practice. Facilitates updating and keeps knowledge accessible even when people change roles.
I risultati misurabili
Dramatically reduced search time
Before: 45-60 minutes on average to find specific information on complex procedures. After: 1-2 minutes to get the same information from the assistant.
Savings: about 40-50 minutes per search. With dozens of searches per day on the team, that means hours freed up each day.
More effective insertion
The time to bring a new employee to operational autonomy has been reduced by 60%. Less time taken away from experienced colleagues, new productive resources faster.
Knowledge preserved and accessible
All the experience accumulated over the years is now centralized and searchable. When an experienced employee leaves the company, his or her documented knowledge remains accessible to the team.
How to interact with the assistant
Use is simple and intuitive:
- Open the web interface from any device
- Write your question in natural language
- Receive response with sources cited
- Ask follow-up questions if clarification is needed
- Access complete original documents if necessary
No special technical skills are needed. If you know how to use a chat or write an email, you know how to use the assistant.
Applicable to other organizations
This solution works for any company that has:
- Extensive documentation accumulated over time
- Procedures and policies that employees need to know
- New employees to be trained regularly
- Time wasted in searching for information
Sectors that particularly benefit: financial services, health care, public administration, consulting, professional services.
The principle is universal: centralize knowledge, make it instantly accessible, reduce time lost in research.
Want to understand how a virtual assistant can help your organization manage corporate knowledge? Let’s talk about it in a 15-minute call.