Advisory · Automation
AI Agent Assist for Customer Support Teams
A governed AI assistant that sits over your internal knowledge, so every employee can reach the firm’s collective expertise in seconds, with sources cited and access controls intact, the largest gains landing with newer and lower-tenured staff.
Sample deliverable
Smart Desk
Answer coverage
88%↑
Sources cited
100%→
Avg answer
4s↓
Stale docs
6↓
A scorecard across the dimensions that matter, with trend direction.
What it does
An internal assistant that turns your knowledge into instant answers.
Answer from knowledge
Respond to employee questions from your governed knowledge base, so expertise is one question away.
Cite and respect access
Ground every answer in sources and honor permissions, so trust and security hold.
Surface the right thing
Find the document, policy, or expert that answers the question, so people stop hunting.
Close knowledge gaps
Detect where knowledge is missing or stale, so coverage improves over time.
How it works
A clear path from start to result
Connect the knowledge
Bring documents, policies, and systems into a governed layer.
Set the guardrails
Apply permissions, sourcing, and tone.
Answer in seconds
Let employees ask in natural language and get sourced answers.
Find the gaps
Surface where coverage is thin or out of date.
Improve coverage
Feed gaps back into the knowledge base over time.
What you get
Deliverables you can act on
Top questions
The questions employees ask most, so coverage follows real demand.
Coverage gaps
Where the knowledge base is strong and where it needs filling, by topic.
Knowledge governance
Gaps to close, conflicts to resolve, and stale docs to refresh, with owners.
Methodology
A search box that returns ten links isn't an answer
Keyword search makes employees hunt through documents. Our assistant answers from your governed knowledge, cites its sources, respects permissions, and learns from the gaps it can’t fill.
Keyword knowledge search
- Returns a list of links to read
- Ignores who is allowed to see what
- No citation or confidence in the answer
- Stale gaps nobody notices or fixes
Intellimark Smart Desk
- Answers questions from governed knowledge
- Cites sources and respects access permissions
- Surfaces the right document or policy, ranked by authority
- Detects knowledge gaps (unanswered questions, stale or conflicting docs) to close
Verified against established practice and research: AWS, grounding and Retrieval-Augmented Generation · MangoApps, enterprise search and RAG · InvGate, Knowledge-Centered Service (KCS)
Common
questions
What is Smart Desk? +
A deployed internal AI assistant that turns your collective knowledge into sourced answers every employee can reach in seconds.
How is it different from search? +
It is not a search box with a chat bubble. It is a governed layer over your knowledge that answers the question, cites the source, and respects who can see what.
Who benefits most? +
Newer and lower-tenured staff see the biggest lift, because the assistant hands them the answers experts already carry in their heads.
What do you get? +
A deployed internal knowledge assistant, faster answers with less repeat escalation, source-cited and permission-aware responses, and visibility into knowledge gaps.
More in Advisory
All advisory →