Policy Q&A Before and After
Explain why retrieval, escalation, and measurement turn policy Q&A into a safer generative-AI pilot.
What changed when HR moved from document scavenging to a governed AI policy assistant? Before: one question, many policy sources, no visible evidence trail. After: source-backed draft, HR approval, and escalation for sensitive cases. The task changed from answer from memory to retrieve approved evidence. That matters because policy quality depends on source control, not model confidence. The AI role stayed in augmentation: it drafts and cites, while HR approves exceptions. Automation can come later only for low-risk, repeatable questions. ROI moved from vague convenience to time-to-answer, repeat-ticket reduction, escalation accuracy, and policy-error reduction. Retrieval plus escalation turns a policy…
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