Document intelligence correspondence and knowledge-management
practice library32
DesignGOV-01
Document intelligence policy and objectives
Set approved outcomes, scope, prohibited uses, governance, evidence, records, escalation, and accountability for document AI.
PilotGOV-02
Use case boundary risk tier and authority
Define users, document classes, decisions, AI influence, autonomy, affected parties, risk, human authority, exclusions, and unacceptable outcomes.
OperateGOV-03
Information architecture ownership and stewardship
Assign ownership for source repositories, taxonomies, metadata, templates, knowledge articles, versions, access, retention, and quality.
ImproveGOV-04
Portfolio sequencing capacity and value
Sequence uses by value, risk, document readiness, integration, jurisdiction, workforce, vendor dependency, security, and customer impact.
DesignINT-01
Channel source and identity verification
Authenticate channels and sources, detect duplicates or tampering, and preserve receipt, sender, timestamp, consent, custody, and integrity.
PilotINT-02
Document type taxonomy and classification
Classify documents using an approved taxonomy with confidence thresholds, unknown categories, multi-label rules, and human correction.
OperateINT-03
Case policy claim and customer association
Associate each document with the correct customer, policy, claim, submission, transaction, jurisdiction, period, and system-of-record identifier.
ImproveINT-04
Priority queue and exception routing
Prioritize and route work using service obligations, materiality, vulnerability, deadlines, skills, capacity, and explicit exception rules.
DesignEXT-01
Image quality OCR and handwriting control
Assess scan, image, page, orientation, language, handwriting, form, barcode, attachment, and OCR quality before downstream use.
PilotEXT-02
Field table and entity extraction
Extract fields, tables, dates, entities, amounts, clauses, signatures, and relationships without inventing absent information.
OperateEXT-03
Normalization validation and business rules
Normalize formats and validate values against schemas, calculations, reference data, policy rules, tolerances, and cross-document consistency.
ImproveEXT-04
Source span provenance and confidence
Trace every material field and statement to file, page, region, source span, version, extraction method, confidence, reviewer, and correction.
DesignKNO-01
Authoritative corpus scope and approval
Define which manuals, policies, forms, filings, procedures, knowledge articles, decisions, and records are authoritative for each use.
PilotKNO-02
Chunk metadata index and version control
Control chunking, metadata, embeddings, indexes, effective dates, superseded content, duplicates, deletions, and rebuilds.
OperateKNO-03
Retrieval relevance access and jurisdiction filtering
Filter retrieval by user access, entity, product, state, effective date, language, confidentiality, and approved knowledge scope.
ImproveKNO-04
Citation grounding and no-answer behavior
Require sentence or claim-level source support, distinguish facts from inference, show uncertainty, and decline when evidence is insufficient.
DesignCOR-01
Approved template language and disclosure control
Use approved current templates, required language, variable controls, brand standards, legal review, and disclosure placement.
PilotCOR-02
Fact grounded drafting and source support
Generate drafts only from supported case facts and approved knowledge, with citations, contradiction checks, and prohibited-content rules.
OperateCOR-03
Recipient channel accessibility and translation
Confirm recipient, purpose, language, accessibility, translation quality, channel permission, confidentiality, and required attachments.
ImproveCOR-04
Human approval delivery and withdrawal
Require appropriate human approval before consequential delivery and support correction, recall, withdrawal, replacement, and audit evidence.
DesignAUT-01
System of record write and reconciliation
Write validated data only to authorized records and reconcile source documents, extracted values, downstream transactions, and final status.
PilotAUT-02
Agent tool permissions and transaction limits
Constrain agents by identity, tool, record, action, amount, recipient, environment, approval, rate, time, and reversible transaction boundaries.
OperateAUT-03
Handoff task deadline and service control
Create and monitor tasks, handoffs, deadlines, acknowledgments, queues, escalations, and closure without silently dropping obligations.
ImproveAUT-04
Failure rollback continuity and manual fallback
Handle missing, corrupt, conflicting, malicious, or unavailable content through quarantine, safe failure, retry, rollback, recovery, and manual work.
DesignSEC-01
Purpose access minimization and redaction
Limit collection and use to approved purposes, enforce least privilege, redact sensitive data, segregate tenants, and prevent inappropriate reuse.
PilotSEC-02
Prompt injection malware and content isolation
Treat external documents as untrusted data, scan files and content, isolate instructions, restrict tools, and test direct and indirect prompt injection.
OperateSEC-03
Record retention legal hold and disposition
Apply record schedules, legal holds, preservation, immutable history, deletion, disposition approval, retrieval, export, and examination production.
ImproveSEC-04
Vendor model data service and exit controls
Align vendors on data use, model changes, subcontractors, performance, security, incidents, evidence access, continuity, portability, and exit.
DesignMON-01
Representative test corpus and acceptance criteria
Test representative document types, layouts, languages, populations, scans, edge cases, attacks, downstream actions, and human review before release.
PilotMON-02
Production quality drift and exception monitoring
Monitor classification, extraction, retrieval, grounding, drafting, routing, latency, drift, overrides, exceptions, and control thresholds.
OperateMON-03
Complaint correction incident and impact review
Connect defects to affected records, communications, decisions, complaints, corrections, incidents, causes, remediation, and recurrence.
ImproveMON-04
Outcome value assurance and continuous improvement
Measure accuracy, service, customer and employee outcomes, compliance, security, total cost, capacity, risk, and realized value together.