Sub-function
Knowledge Management
Owns article work end to end inside Customer Service. Runs 3 lines across 17 stations, drains the repeatable share into the AI-OPS tower, and holds 3 human gates.
Estate rating
A
80 / 100
Drafting and localization are agentic. Publishing an answer customers will act on requires a human accuracy sign-off — wrong knowledge scales instantly.
Agents
10
Lines
3
Units / wk
8,585
Timetable vs actual
8.5h → 8.9h
Cost / unit
$13
was $43
Run-rate saving
$13.3M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Knowledge Orchestrator
Owns the knowledge management lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Gap Detection Agent
Watches knowledge management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Usage Analytics Agent
Watches knowledge management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Article Authoring Agent
Executes the knowledge management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Accuracy Verification Agent
Executes the knowledge management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Localization Agent
Executes the knowledge management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Freshness Agent
Runs the repeatable portion of knowledge management inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to Head of Knowledge Management when the unit falls outside the decision envelope or confidence drops below the floor.
Knowledge Policy Agent
Holds the rules that bind every other agent in knowledge management. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Knowledge Doctrine Agent
Authors positions on knowledge management. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A3 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
Knowledge Management Challenger Agent
Adversarial reviewer for knowledge management. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into cross-function process redesign.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Knowledge Doctrine Review
In challengev1Where should the autonomy ceiling for knowledge management sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A3 for knowledge management. Drafting and localization are agentic. Publishing an answer customers will act on requires a human accuracy sign-off — wrong knowledge scales instantly. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
70%
The challenge — Knowledge Management Challenger Agent
Knowledge Management Challenger Agent argues the recommendation leans on 5 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 7 percent for two consecutive months
- ·Cost per article stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $886k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $708k to build controls | Override rate is 8 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $1042k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Knowledge Management Operating Position
Supersededv3Should article work stay in the shared transaction spine, or come back inside the function where the context lives?
Keep the repeatable article volume in the spine and pull the exception tail back into the function. The spine is cheaper per unit; the tail is where the context that prevents rework actually sits.
confidence
88%
The challenge — Knowledge Management Challenger Agent
Knowledge Management Challenger Agent argues the recommendation leans on 4 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 8 percent for two consecutive months
- ·Cost per article stops falling while volume keeps rising
- ·A comparator publishes a materially lower unit cost on a like-for-like basis
Evidence gaps
- ·No independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $74k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $427k to build controls | Override rate is 7 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $350k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS5-POL-200 | Knowledge Management Decision Envelope Agents in this lane may act without a human when the article sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 4 agents · APAC | envelope | Knowledge Policy Agent | Head of Knowledge Management | v3.3 | Active |
| CS5-POL-201 | Knowledge Management Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 4 agents · EU · UK | evidence | Knowledge Policy Agent | Head of Knowledge Management | v4.2 | Active |