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1

Identify Use Cases

A targeted start is crucial for success. Instead of rolling out the platform broadly and non-specifically, focus on clearly defined use cases.
  • Start small: Begin with 1-2 teams or departments where there is a clear need for quick access to knowledge.
  • Choose high-value processes: The greatest potential often lies in support departments as well as product centered departments:
    • HR Support: Answering recurring questions about vacation policies, travel expenses, or benefits.
    • Service & Maintanance: Service departments responsible to maintain and repair machines and systems.
    • Finance & Complience
    • IT Helpdesk: Providing instructions for software issues or internal IT processes.
    • Sales: Offering quick access to product information, price lists, and sales guides.
    • …
2

Build Supporting Processes

(1) New use cases: Allow your employees to hand in ideas regarding use case specific knowledge agents. Let them provide all relevant information for both the evaluation of implementation and the setup. Relevant fields might be:
  • Use case name,
  • Use case description,
  • Number of users,
  • Desired improvement in current working practices,
  • Knowledge scope,
  • User lists and permission concept.
(2) Manage and create user permissions: For every knowledge agent and use case you need to set up user permissions (either directly in Genow or EntraID). Create simple processes to create new groups and set up the needed permissions.(3) Provide your admins with materials for user training and change management:
  • Having a central strategy to inform employees about the best use of the Genow platform and generative AI in general can be a good starting point. Find information about how to use the platform the best way here.
  • Empower your admins with information about change management.
  • Take your admins into account to be a pioneer in the usage of the Genow platform and take steps to be a pioneer yourself.
3

Appoint Responsible Use Case Owners/Admins

Every use case needs a clear person in charge from the respective department. These “Use Case Admins” are key to the quality and timeliness of the content.
  • Admins’s responsibilities:
    • Ensuring the quality and completeness of the provided data and documents.
    • Add use case specific context.
    • Regularly reviewing user feedback.
    • Continuously maintaining and developing the knowledge base.
    • Encourage usage of use case end users.
  • Who to choose? Select engaged employees from the department who have a good understanding of the processes and the needs of their colleagues.
4

Establish a Feedback Culture

Genow gets better with every use, but only if you actively collect and act on user feedback.
  • Encourage users to make use of the feedback features
  • Define a feedback process: The Use Case Owners must regularly review feedback and adjust the knowledge base accordingly to close gaps and correct errors.
  • Communicate improvements: Encurage Use Case Owners to communicate changes and improvements to their use case specific knowledge agent. Show users that their feedback is being heard and leads to improvements.
5

Make Success Measurable

To demonstrate Genow’s value to the company, define clear key performance indicators (KPIs) from the start.Measure the business value: Use the feedback functionalities and combine them with internal measures. Examples:
  • Reduction in the time employees spend searching for information.
  • A decrease in the number of internal support tickets to HR or IT.
  • Faster onboarding time for new employees.
6

Analyze the Usage

Using the analytics and feedback dashboard in the Genow platform’s admin panel, you should evaluate the number of user queries sent and the number of users on the platform. Regularly revisit the users’ feedback via the feedback dashboard to identify optimisation options. We offer plenty of options to score a higher process fit and to optimise the use case even further. More information can be found here.
The Genow platform can be easily tailored to your team’s needs, providing you with a central platform through which you can securely and efficiently roll out generative AI capabilities and access highly precise knowledge retrieval. This allows your users to quickly retrieve information from different data systems, thousands of documents and data points in seconds.
Taking your use case admins into account, you can then decide on strategies to encourage users to engage with the platform, enabling more people to benefit from it.