The integration of generative AI into the management of policy and procedure manuals is more than just a technological upgrade; it’s a strategic transformation. Businesses that adopt this technology can streamline operations and support compliance and governance frameworks.
Generative AI in business process management is likely to become a fundamental tool.
Interactive vs. Static Manuals
Policy and procedure manuals are essential tools, guiding employees through daily operations and guarding compliance.
However, large, static manuals can be cumbersome when quick, specific guidance is needed, can quickly become outdated, lack practical examples, and fail to address unique or evolving issues.
Generative artificial intelligence (AI) can boost productivity and support problem-solving by making it easier for users to find and apply relevant information.
Integrate Business Areas
Tasks such as voiding and reissuing a vendor payment can require employees to navigate dense manuals or seek help from colleagues.
This challenge is not limited to one department but impacts various areas such as finance, procurement, accounts payable, and even project management, where efficient and accurate processing of payments and transactions is crucial.
If an employee can type a question like, "How do I void and reissue a payment?" and receive an instant, step-by-step guide tailored to your company’s policies, the process speeds up. Generative AI can transform static text into a dynamic, interactive assistant that provides steps and cites the relevant sections of your policies, helping the employee verify the information is accurate and compliant.
Benefits
The benefits of integrating generative AI into business processes extend far beyond simplifying the search for information. Here are several key advantages:
- Increased efficiency. Employees won’t need to spend time thumbing through manuals or waiting for assistance. Generative AI provides immediate answers, significantly speeding up task resolution and freeing up time for other duties.
- Consistency and accuracy. With AI, the guidance provided is based on the latest updates to policy manuals. This consistency helps standardize procedures, reducing the risk of errors and noncompliance.
- Customized responses. Generative AI can tailor responses based on the context of the question and the specific needs of the department or individual. This personalization makes the advice more relevant.
- Scalability. As businesses grow, keeping all employees updated with the latest procedures can be challenging. Generative AI scales easily, accommodating an increasing number of inquiries without additional cost in human resources.
- Policy gap identification. As generative AI interacts with users it can identify and report recurring issues or questions that may indicate gaps or ambiguities in policies. This feedback can be invaluable for continuous improvement efforts.
- Improved training and onboarding. New employees can be brought up to speed more quickly and effectively. Generative AI can serve as an on-demand tutor, accessible at any time, which is particularly useful for reinforcing training and onboarding processes.
Use Cases
If an employee is processing a return for a customer in compliance with company policy, they could ask, "What’s the procedure for processing a high-value customer return?" The AI would analyze the query, refer to the most current policies on customer returns and high-value transactions, and provide a concise, step-by-step procedure that the employee can follow confidently.
Similarly, if an employee needs to onboard a new hire, they could ask, “What are the steps for onboarding a new employee?”
The AI would provide the latest HR protocols, necessary forms, and a timeline for the process.
If an employee needs assistance in IT support, they could ask, “How do I resolve a software installation error?” The AI would deliver a tailored troubleshooting guide based on the latest support documentation and common solutions.
Human Review
The AI system’s ability to detect discrepancies between procedural steps and overarching policy guidelines adds another layer of oversight.
If an employee’s query generates a procedure that seems out of alignment with company policy, the system can flag this for human review to verify actions are both procedurally correct and strategically sound.
We’re Here to Help
If you have questions about using generative AI in policy and procedure management, contact your Moss Adams professional.