In this fictional example, a training provider receives a request: “I am booked for Tuesday. Can I attend on Thursday instead?” Its registration rules allow date changes when a place is available. The assistant finds the rule and prepares to say yes.
The coordinator knows that Thursday’s places are being held for a corporate customer. She needs to check whether one can be released. She also consults the participant’s agreement to establish which fees apply. The general rule alone cannot confirm this person’s transfer.
Watch how an employee finds the answer
To prepare the assistant, ask the coordinator to handle a request while you observe. Record the documents and applications she consults, what she looks for and which decisions require another person’s approval.
Then examine a request with different conditions. For example, the provider may have moved a course itself and waived transfer fees for affected participants. A note saying only “free transfer” loses the reason for the exception. Preserve enough context to prevent someone from applying it to a different situation.
This review may also expose an internal disagreement. Sales may treat a verbal commitment as a reserved place, while administration waits for a confirmed registration. The responsible manager needs to settle which rule applies before asking AI to follow it.
Connect each question to the right source
Information changes at different speeds. A registration rule may remain valid for months. A place can be booked while a customer is waiting for an answer.
| What the employee needs to know | Where the provider should check |
|---|---|
| Is a date change permitted? | The current registration rules. |
| Can this participant have a place? | The booking system, including places held for other customers. |
| Which fees apply to this customer? | Their agreement and the applicable fee rules. |
| Who can approve an exception? | The approval rule and the recorded decision. |
A participant list exported last week may help an instructor prepare a course. It cannot establish whether a place is available today. The application needs current availability when answering and a booking check when confirming the place.
Document retrieval for AI finds relevant information and supplies it to the model before it answers. Updated documents can be used without retraining the model. The organization still needs to choose the right sources and assign responsibility for maintaining them.
Distinguish a proposed answer from a confirmed booking
The assistant can draft an answer explaining that a date change is allowed but that Thursday’s place still needs checking. The employee can then see what remains to be done. The transfer can be confirmed to the customer once the place has actually been reserved and any required approvals have been obtained.
Access should match that work. Reading this participant’s agreement should not expose every other customer’s negotiated prices. OWASP’s recommendations call for connected systems to enforce permissions rather than leaving the model to decide what it may read or change.
When information is missing, specify what the assistant should ask and who should receive the request. “I need to have the place confirmed” is more useful to a customer than an unverified booking promise.
Test the explanations with another employee
Before testing AI, give a few requests to a colleague who is less familiar with the work. Can they use the prepared material to find the agreement, check availability and identify who approves an exception? Their questions will expose information that remains hard to find or understand.
Then use the same requests to test the assistant. Compare its answer with the available facts and the expected decision. Include a case where a place is no longer available and one where approval is still pending.
When a rule changes, update the source and repeat the affected tests. The next customer should receive an answer based on the current conditions of their registration, with a clear distinction between what is possible and what has been confirmed.
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