Escalation Inbox
Every uncertain question routes to a named person or team. The staff member always knows who will respond and when.
CONCEPT · BUILD-READY · SIMULATED DEMO
Ask your company anything. Get a cited answer or a person.
Knowledge Concierge is designed to index your SOPs, contracts, tickets, and wikis, answer questions with citations that link back to the exact source document, and escalate to a human whenever confidence falls below a threshold. It never guesses at policy, and it is built so staff with different roles only see documents they are permitted to access.
Concept build. We scope it with you before anything is written.
Operations and support teams · Cited answers from your own docs · Escalates when uncertain · Role-based access controls
Knowledge Concierge · Concept demo · simulated data
Documents indexed
143
Questions answered with citations
12
Answers fabricated without source
0
Escalated to human when uncertain
Yes
Concept demo with simulated data. Shows the governance model: cited answers from your docs, escalation when uncertain.
SEE THE CONCEPT
Ask a policy question. Get a cited answer -- or get routed to a person.
Two questions, two beats. The second one is the selling point. Every step is simulated demo data.
Beat 1: Cited AnswerHIGH CONFIDENCE
Question submitted · Concept demo, simulated data
The system is designed to search across all indexed documents when a question comes in. When it finds a clear match with high confidence, it returns the answer with citations that link directly to the source document. A staff member can verify the answer in seconds rather than hunting through a shared drive.
Click "Next question" to see what happens when confidence falls below the threshold.
Knowledge ConciergeANSWERED
Staff member
What is our refund policy for annual plans?
Knowledge Concierge (simulated answer)
Annual plan refunds are prorated for the unused months remaining, minus a 10% early-termination fee. Requests must be submitted within 30 days of the billing anniversary date. Refunds are issued to the original payment method within 5 to 7 business days.
Sources:
Customer Policy SOP v4.2, Section 3.1 (illustrative)
Billing FAQ -- Internal Wiki, Nov 2024 (illustrative)
Confidence
91%
Concept demo · simulated data · fictional policy text
Beat 2: Uncertain -- Routed to a PersonESCALATED
Low-confidence result · Concept demo, simulated data
This is the part most knowledge-base tools skip. When the system cannot find a sufficiently confident answer in the indexed documents, it does not guess. It tells the user exactly what it found and why it is not certain, then routes the question to the appropriate team member.
Fabricated answers to policy questions erode trust faster than saying "I am not certain." The confidence gate is the design: below the threshold, a person handles it every time.
Knowledge ConciergeESCALATED
Staff member
Can a customer on an annual plan transfer their remaining months to a different account?
Knowledge Concierge (simulated response)
I found two documents that address subscription transfers, but neither clearly covers transferring remaining months on an annual plan specifically. I am not certain enough to give you a reliable answer, and this is a billing edge case where a wrong answer has a real cost.
Routed to: Billing Team (simulated)
Response target: within 2 hours · Your question has been sent
Partial matches found (low confidence):
Subscription Policy v3.0, Section 5 (illustrative)
Account Transfer FAQ, 2023 (illustrative)
Confidence
34% -- below threshold, escalated
Concept demo · simulated data · fictional policy scenario
Demo is a concept illustration. All policy text, document names, and citations are fictional and invented for the purpose of showing the workflow. No real company data is shown.
01
What Is Inside
What Knowledge Concierge is designed to do.
Concept build. Every capability below uses "designed to" framing because this system does not yet exist in production. We scope and build it with you.
01
Document Indexing: SOPs, Contracts, Tickets, Wikis
The system would be designed to ingest and index your existing documentation: standard operating procedures, contracts, support ticket history, internal wikis, policy documents, and training materials. New documents would be added to the index without manual tagging. The index is the source of truth; the system only answers from what is in it.
✓ Multiple document types and formats · New docs added to index without manual tagging · Index is the only source; no model knowledge substituted
02
Cited Answers That Link to the Source Document
Every answer would include citations: the specific document, section, and version the answer was drawn from. A staff member can open the source in one click to verify the answer in context. This is not a convenience feature -- it is the accountability mechanism. When staff trust the tool, they use it. Cited answers are the reason they would trust it.
✓ Document name, section, version cited · One-click access to source · Citation present on every answer, no exceptions
03
Confidence Gating: Below Threshold, Route to a Human
A confidence threshold would be set per deployment. When the system's match score falls below that threshold, it would not guess -- it tells the user what it found, explains why it is uncertain, and routes the question to the appropriate team or person. The routing target and response time expectation would both be visible to the user asking the question.
✓ Configurable confidence threshold · Below threshold: no guessing, routes to named person or team · User sees routing target and response time
04
Role-Based Access Controls
Not every staff member should be able to query every document. The system would be designed to respect the access controls you define: finance staff see finance documents, support staff see support documents, and no one accesses documents outside their permitted scope. Access controls are set by role, not by individual user, and managed centrally.
✓ Role-based document visibility · Centrally managed access rules · No cross-role document leakage
05
Escalation Rules for Out-of-Scope Scenarios
Beyond confidence gating, the system would be designed to recognize question categories that should always go to a human regardless of confidence level -- legal questions, HR matters, anything involving a specific customer's account, and any question explicitly categorized as out of scope. These escalation rules are defined at setup and visible to the team.
✓ Category-level always-escalate rules · Configurable out-of-scope categories · Escalation rules visible and auditable
02
The Oversight Layer
Every system we ship runs inside the Oversight Layer.
Knowledge Concierge would be governed the same way as every build we do: an escalation inbox so uncertain questions reach a named person, a full audit trail of every query and routing action, and a kill switch that pauses the system in one click. Read how we govern our AI.
Audit Trail
Every query, every answer, every escalation would be timestamped and logged. You can see every question the system handled and how it responded.
Kill Switch
One click pauses the system. All unanswered questions route to a human queue. Nothing is lost.
Want one like this in your operation?
Answer from your docs. Escalate when uncertain. Always.
We scope the build with you, confirm the price in writing, and nothing starts until you have seen the full plan.
Scope and price confirmed in writing before any build begins.