Internal Credia for staff

AI Enablement · Initiative playbook
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AI Enablement

Internal Credia for staff

Staff can't find canonical answers across Notion, Confluence, Slack archives, and Salesforce.

The problem

Staff can't find canonical answers across Notion, Confluence, Slack archives, and Salesforce.

The play

Single chat surface with role-based prompt packs (CSM, AE, Support). Retrieval grounded in approved sources with citations and access-controlled by Okta groups.

Headline KPI

Avg. answer-find time
8 min<60 sec
BAU owner
VP Strategic Operations

Tools in the stack

ClaudeOktaNotionConfluenceSalesforce

Rollout plan

  1. 1
    Discover
    Audit the current process, instrument baseline metrics, and confirm the bottleneck with the BAU owner.
  2. 2
    Design
    Single chat surface with role-based prompt packs (CSM, AE, Support). Retrieval grounded in approved sources with citations and access-controlled by Okta groups.
  3. 3
    Pilot
    Run with Support + CS (45 users). Measure against the success criteria below; iterate weekly.
  4. 4
    Evaluate
    Review against: ≥60% weekly active, NPS ≥40. Decide go / no-go with VP Strategic Operations.
  5. 5
    Embed in BAU
    Hand over to VP Strategic Operations with runbook, dashboards, and on-call rotation. Schedule 60-day ROI check.

Success criteria

Pilot scope
Support + CS (45 users)
Definition of done
≥60% weekly active, NPS ≥40
BAU owner
VP Strategic Operations