We have several entry-level coordinators who constantly ask our senior managers how to execute basic steps in our core processes, even though everything is fully documented. How can we use AI to answer these daily operational questions so our managers can stay focused on their Rocks?

Question

Tyler Smith · Accepted Answer

Having documented core processes is useless if your team constantly bypasses them to ask managers for quick answers. This tribal-knowledge dependency drains the capacity of your senior leaders and prevents them from focusing on their weekly Rocks.

To solve this, turn your static documented processes into an active, conversational expert system. You can build an internal AI assistant, using tools like the OpenAI Assistants API, that is trained exclusively on your company's documented SOPs and V/TO®.

When an entry-level coordinator has a question about how to handle a client request or run a specific operational step, they ask the AI assistant first. The assistant searches your verified documentation to provide a precise, step-by-step answer, citing the exact process page for reference.

If the assistant cannot find the answer, only then does the coordinator escalate the question to their manager. When these escalations happen, it highlights a gap in your documentation that needs to be updated. By implementing this system-dependent approach, you protect your managers' time, build a culture of self-sufficiency, and ensure your team is running your processes consistently.