Fixing Slow, Inconsistent Internal Knowledge Access with a Role-Aware AI Agent

The Problem

A professional services organisation was struggling with slow, fragmented access to internal knowledge. Employees spent excessive time searching for policies, client history, and precedent across SharePoint, Slack, CRM systems, and shared drives. This led to inconsistent answers, duplicated documents, operational inefficiencies, and long ramp-up periods for new starters. The business lacked a single, authoritative source of truth that staff could rely on with confidence.

The Solution

One of our digital squads built a role-aware internal knowledge agent designed to surface authoritative answers, source provenance, and actionable next steps. The delivery approach began with knowledge mapping workshops, followed by a pilot with representative user groups, and a staged rollout with governance controls.

The system combined a vector index with a lightweight knowledge graph to preserve provenance, update history, and relationships between knowledge assets. Role-based access ensured that responses were scoped appropriately to each employee’s responsibilities. Answers were delivered through structured “Answer → Source → Next Steps” cards, with one-page briefing packs generated for more complex requests. The agent integrated seamlessly with M365, Google Drive, and key messaging platforms, while audit logs and escalation pathways ensured appropriate handling of sensitive content.