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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 Agents: Allow your employees to hand in ideas regarding Agent-specific knowledge. Let them provide all relevant information for both the evaluation of implementation and the setup. Relevant fields might be:
  • Agent name,
  • Agent 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 Agent 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 Agent Owners/Admins

Every Agent needs a clear person in charge from the respective department. These “Agent 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 Agent-specific context.
    • Regularly reviewing user feedback.
    • Continuously maintaining and developing the knowledge base.
    • Encourage usage among Agent 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 Agent Owners must regularly review feedback and adjust the knowledge base accordingly to close gaps and correct errors.
  • Communicate improvements: Encourage Agent Owners to communicate changes and improvements to their Agent-specific knowledge. 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 Agent 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 Agent Admins into account, you can then decide on strategies to encourage users to engage with the platform, enabling more people to benefit from it.