Institutional knowledge for AI agents and human service

Why uploading documents is not enough

A folder may contain contradictory procedures, outdated data or several versions of the same rule. An agent needs to know which information is approved and what to do when it cannot find a sufficient answer.

Quality starts before the call: identifying the source, reviewing the content and preparing it for publication. The organization remains responsible for what it authorizes the agent to say.

The role of MEHI and KORENUS

MEHI manages the conversation and makes visible what happens on calls. KORENUS complements that work with institutional knowledge records and tools for human case handling. They are related products; the scope of their integration is agreed for each operation.

Cases observed in service can reveal a missing explanation, a way of asking that is not recognized or an instruction that has become ambiguous. That evidence guides the review of the content without turning every conversation into an automatic change to the rules.

What a reliable source needs

Information that is useful for service must be understandable, verifiable and have an owner. It must also distinguish what the organization knows from what it still needs to confirm.

• An identifiable institutional source and a review owner.
• Current procedures, with clear requirements and exceptions.
• Versions and criteria for approving and publishing changes.
• The different real ways people phrase an inquiry.
• A handoff path for when the information falls short.

How to start the evaluation

Pick a group of inquiries and review which sources your team uses today to answer them. The demo can start from that material and from the consistency problems you want to solve. There is no need to publish internal documentation on a commercial website.