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Blunited

Examples · made up, not customers

What could your people ask?

Three stories of organisations that can talk to their own knowledge. None of them is a real customer. They are here so you can recognise your own situation, and tell us about it.

Story 1 · A bank

The bank that wanted answers from its own rules

Today

A mid-sized bank with a few hundred staff: advisers in the branches, business advisers, a credit department, compliance and a small legal team. It already runs Microsoft 365, and management has looked at Copilot. Many staff use ChatGPT on their own phones, knowing full well they must not put anything about customers into it.

A bank lives by rules: its own policies on credit, money laundering and knowing the customer, on advice about investment and pensions, on who may approve what. On top sit the law and the regulators. It is all written down, spread over the intranet, SharePoint, PDFs and emails with "new version attached". So the adviser calls compliance, compliance is on the phone all day, and the new hire does not dare to ask.

With GDPRchat

The adviser with a customer in the chair
“What does our credit policy say about self-employed people with under two years of accounts?”

The answer comes in seconds, with an extract from the current policy and a link to the exact section. The adviser knows what it takes, and whether the case must go to credit.

The compliance question that usually takes half a day
“What do we need on the beneficial owners, and when does a case go to enhanced checks?”

The answer rests on the bank’s own procedure for knowing its customers and points to the form to use. Compliance gets fewer calls and keeps its time for the hard cases.

The new colleague
“Who has to approve it if I want to give a discount on the fee?”

In the first weeks the new colleague asks all the questions people usually keep to themselves, and the answer is always the bank’s own, not the internet’s.

“ChatGPT in your pocket”, only the bank’s own

The same chat sits on the phone and does everything people use ChatGPT for: write an email, sum up a long document, explain something complicated simply. The difference is that it also knows the bank’s rules, and the bank decides where it runs.

What changes

The adviser gets the answer while the customer is still there. Compliance is called less. New staff feel sure sooner. And the bank has a lawful, European replacement for the ChatGPT people were using on the quiet.

Who sees what

Everyone can ask about the general policies. The credit department sees credit instructions the advisers should not have. Management’s and the board’s material is for them alone. The bank decides who sees what.

Questions to ask yourself

  1. Who in your organisation gets called most often with questions about rules and procedures?
  2. Where do your policies live today, and how do people know they have the latest version?
  3. How long before a new adviser feels sure of your rules?
  4. Do your people use ChatGPT or similar today, even where they shouldn’t?

A made-up example, not a customer. The rules in this example are illustration only. They are not legal advice and do not describe what any particular bank must or may do.

Story 2 · A union

The union where members can ask for themselves

Today

A union or member organisation with thousands of members, a handful of local branches and a secretariat. Members range from apprentices to seniors close to retirement, and the shop stewards are the link.

Members ask the same questions again and again, but the answer depends on the details, and it sits somewhere in the agreement, a protocol, a local agreement or the law. The agreement runs to hundreds of pages, written by negotiators, not for ordinary people. So members wait in the phone queue, or don’t, and the younger ones ask a chatbot online that doesn’t know their agreement.

With GDPRchat

The member in the evening
“Do I get overtime pay if I work on Saturday?”

The answer is in plain language, rests on his own agreement and shows the section it comes from. If the case is complicated, the chat suggests he contacts his branch, and what to have ready.

The shop steward before a meeting
“What do the agreement and our local agreement say about notice of changed working hours?”

She walks into the meeting with management about new rotas with the answer and the sources in hand.

The consultant in the secretariat
“Have we had cases about dismissal during sick leave in the last year, and how did they end?”

The consultant can see more: earlier cases, professional assessments and internal notes. That means better advice, and the same answer across every branch.

What changes

Members get an answer when the question comes up, at ten in the evening too. Consultants get time for the hard cases. And the union brings its members up to 2027 AI standards, in European hands.

Who sees what

Members see their own agreement and the general guidance. Shop stewards also see the local agreements for their workplace. Consultants see internal notes and cases. The union sets the levels.

Questions to ask yourself

  1. Which questions do your consultants get most, and how many could members answer themselves if it were easy?
  2. How many different agreements and local agreements do you work with?
  3. Where do your younger members get their answers today?
  4. When must a question always go to a person?

A made-up example, not a customer.

Story 3 · An installer

The installer whose technicians carry the whole firm’s experience

Today

A Danish firm that sells, installs and services heat pumps, ventilation and solar panels, with some sixty technicians in vans across Jutland and Funen, a customer service desk, a warehouse and a few veterans everyone calls when something won’t behave.

Many brands, many models, each with its own manual, error codes and service bulletins, often in English or German. The most important knowledge is not written down at all: that this model tends to throw a certain fault in winter, and the fix is not what the manual says. So the technician calls the veteran, who is under another heat pump, and the customer waits.

With GDPRchat

The technician in the basement
“Error E21 on this model. What do I do?”

He types it, or takes a photo of the display. The answer comes in Danish even though the manual is German: what the code means, what to check first, and that the firm has seen this fault on this model before and fixed it by replacing a particular sensor.

Before he drives out
“What have we done for the customer at Skovvej 12 before, and which model do they have?”

He sees the service history and takes the right part from the warehouse first time.

Customer service on the phone

A customer calls about a noise from the heat pump. The colleague asks the chat what that noise usually means on this model, and either guides the customer or books the right technician straight away.

What changes

Fewer wasted trips, shorter waits for customers and new technicians who manage on their own sooner. And the knowledge that today lives only in the veterans’ heads gets written down and shared while they are still there.

Who sees what

All technicians see manuals and fixes. Customer details and service history only for those who need them. Prices and supplier agreements only for management and purchasing.

Questions to ask yourself

  1. What happens when a technician meets a fault he doesn’t know?
  2. How often do you drive out in vain, or come back with another part?
  3. Who are the two or three people everyone calls, and what happens the day they stop?
  4. Where are your manuals and service history today, and in which languages?

A made-up example, not a customer.

More ideas, briefly.

  • The municipality

    Caseworkers ask about the law and the municipality’s own guidelines and service levels, and citizens get the everyday answers on the municipality’s website.

  • The housing association

    Residents ask about house rules, maintenance, moving out and the laundry, and the caretaker is spared the same calls every week.

  • The insurer

    What does the policy actually cover? Staff ask the terms of that customer’s own policy and get the exact section.

  • The audit or law firm

    Staff ask across the firm’s own templates, earlier notes and professional guidance, so the new associate works as surely as the partner.

  • The manufacturer

    The quality handbook, safety instructions and procedures, which people on the floor can ask in their own language.

  • The school

    Teachers and students ask about curricula, exam rules and the school’s own guidelines.

Does one of these sound like you? Pick one area: one handbook, one agreement, or the manuals for one product line. We'll show you GDPRchat on it.

Show us on your own knowledge