Answers from your own documents.
Answers technician questions using approved company procedures and documentation, refusing to invent answers when knowledge is missing. Your technicians get the step they asked for and the page it came from, instead of ringing the office and waiting on site.
- Sources
- Only the documents you have approved
- Works in
- Knowledge Agent (Internal)
- Runs on
- Knowledge AI and Remote Assistance
- Setup
- Two inputs: the documents and an approver
what it is for
The answer exists. It is in a folder.
The procedure is written. So is the safety sheet, the site access guide and the manual for the unit on the roof. They are in a shared drive, an old intranet and three binders in the depot, and none of that is reachable by someone standing in front of the equipment with one hand free. So they ring a supervisor, or they ring the one colleague who knows, or they work it out and hope.
AI Knowledge Assistant indexes the documents you approve and answers questions from those documents only. The reply gives the steps and names the document and section it came from, so it can be checked rather than trusted. Where your documents do not answer the question, it says so and passes it to a person instead of assembling something that reads like an answer.
With the document it came from
Every answer names its source
The document and the section are shown with the reply, so a technician can open the page and confirm it before touching anything.
No answer rather than a guess
Where your approved documents do not cover the question, it refers it to a person instead of assembling something that only sounds right.
The office stops being the help desk
Routine questions are answered in the app, so supervisors are interrupted for the ones that genuinely need them.
index what is approved
It reads only what you signed off.
The library is a decision, not a crawl. Someone on your side approves each document, and the agent answers from that set and nothing else. Not from the open internet, not from a draft.
Procedures, safety sheets, site guides, manuals and work instructions that a named person has approved. A file that has been uploaded but not approved is held and is never used to answer a question.
When a document is replaced, the old version stops being answered from that day. Answers name the version they used, so a technician is not following a method from last year because it was the easier one to find.
A site guide can be answerable only to crews inducted for that site, and a commercial document only to the office. The agent respects the permission on the source, including for subcontractors.
Questions your documents did not answer are logged and grouped, so the approver can see what the field keeps asking about and write it down once rather than answering it forty times.
Approved sources
answer in the field
A plain question, and the page it came from.
The question is asked the way a technician would ask a colleague. The answer comes back short enough to act on, with the document and section attached so it can be checked in seconds.
Somebody can ask why a unit keeps tripping on start, without knowing which manual covers it or what the fault is called in your documents. They do not have to guess the filename.
The reply is the part of the procedure that answers the question, in sequence, with the warnings that sit alongside it. The full section is one tap away for anyone who wants the rest.
Document name, section and version come with every answer. That is what makes it checkable, and it is what an auditor asks for when they want to know which method was in force on the day.
Where the document has a diagram, a wiring chart or a photograph, that comes back with the steps, and a question that needs a second pair of eyes can be handed to remote assistance instead.
Approved actions
refer what is not there
When the documents stop, it stops too.
The agent has one honest answer available to it when your library does not cover something, and it uses that instead of filling the gap. The question goes to a person, with the search behind it attached.
Where nothing in the approved set answers the question, the reply says the documents do not cover it. It does not blend a near-miss from another manual into something that reads like an instruction.
The supervisor or technical lead you nominated for that topic, with the question, the job it was asked from and the documents already searched, so the reply is quick and not a conversation from scratch.
Isolation, permits and anything you have marked safety-critical are answered by quoting the approved procedure exactly, or not at all. The agent never authorises a deviation and never reasons its way to one.
Referrals are grouped by subject so your approver can see the ten questions worth writing down. Once the document is approved, the same question is answered in the app from then on.
Questions the documents did not cover
how it works
Four steps, then it hands on.
The four run on every question. If your documents do not answer it, step four sends it to a person.
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indexes
Ingests and indexes approved SCC operating procedures, chemical safety sheets (SDS), client site guides, and training manuals.
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understands
Interprets natural-language questions from field staff regarding equipment, chemical dilution, safety steps, or building access.
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answers
Delivers clear, step-by-step guidance directly to the mobile app, citing the exact document, section, and page number.
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escalates
If a query falls outside approved documentation, it refrains from guessing and prompts the user to contact their supervisor.
where the line sits
What it handles, and what it hands over.
Every question from the field lands on one side of this line or the other, and your approved library is what decides it.
| Question | What the agent does | Who finishes it |
|---|---|---|
| How a procedure step is done | Answers with the steps in order and names the document, section and version it used. | Answered in app |
| Which part or setting applies | Returns the figure from the manual for that model, with the page it came from. | Technician confirms |
| Site access or induction | Answers from the site guide, for crews the guide is available to. | Site contact, if not |
| Safety or isolation | Quotes the approved procedure exactly and refers anything the procedure leaves open. | Supervisor |
| Pricing, dates or commitments | Does not answer. It routes the question to the office with the job attached. | Coordinator |
| Anything the documents miss | Says the library does not cover it and refers the question with the search it ran. | Named supervisor |
you set
Before it runs its first job, three things come from you.
- Approved SCC standard operating procedures, safety guidelines, and site induction PDFs.
- Chemical dilution charts and Safety Data Sheets (SDS) uploaded to the Knowledge Base.
- Designated content administrator to approve document revisions.
None of it is a data migration. It reads the Knowledge Agent (Internal) records you already keep.
stays with your team
Grounded exclusively in approved documentation. If an answer is not present in the indexed SCC documents, it never fabricates an answer — it instructs the user to check with management.
A referred question reaches the supervisor with what was asked, the job it came from and the documents already searched, so the answer takes a minute rather than a call.
rollout
Start with one set of documents.
Most teams do not switch every action on at once, and nothing here requires it. The usual order:
Watch first
Index one set of procedures and let a few supervisors ask it questions. You read the answers and the citations before anyone in the field sees it.
One crew, one subject
Open it to a single team for a single topic. Every answer still names its source, and every gap is logged for your approver to look at.
Then widen the library
Add the next set of documents once the first is answering cleanly. Any document can be withdrawn, and it stops being answered from that moment.
works with
What it runs on, and what it hands to.
read next
What the field asks for most.
before you switch it on
What teams ask about AI knowledge assistant.
Only inside the rules you set. Anything outside them - listed under "you set" above - goes to a named person on your team, with the record attached. There is no state where it silently makes a judgement call you have not already approved.
Days, not months. It reads from the records you already keep in Knowledge Agent (Internal), so there is no separate data migration or new system for your team to learn before it can start.
Yes, instantly, and every action it took stays on the record so you can see exactly what it did and reverse it. Turning it off does not remove or hide anything it has already written.
No. It takes the routine, repeatable part of the job off their desk so they spend their time on the exceptions and judgement calls that actually need a person - the work listed under "stays with your team" above.
AI knowledge assistant runs on your Knowledge Agent (Internal) records, alongside Knowledge AI and Remote Assistance, so nothing needs re-keying between systems.
It answers from your indexed documents and nothing else, and every reply names the document, section and version behind it. Where no approved document covers the question, the reply says so and the question is referred. An uncited answer is not a thing it can produce, so a wrong one is traceable to a page you can fix.
Those are answered by quoting the approved procedure exactly, with the source shown, or not answered at all. It does not paraphrase a safety step, does not combine two procedures, and never authorises a deviation. Anything your documents leave open goes to the supervisor you named for that topic.
Permission follows the source. A site guide can be answerable only to crews inducted for that site, and commercial or customer-specific material can be kept to the office. Subcontractors see the set you give them. The agent will not quote a document to somebody who is not entitled to open it.
See it on your own procedures.
Book a demo
We will index a sample of your own documents and answer the questions your field team actually asks.
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