This recipe shows how to make internal knowledge easier to reach during real work.
Support and success teams rely on many internal sources—runbooks, product specs, policy notes, and past cases. Searching across tools in the middle of a live case slows everyone down. An internal copilot brings these sources into one conversational interface.
Unless has a specific product for this, called the "Team Assistant". It's a browser extension that you can have open on top of any website and can be used as an AI assistant pulling from curated data from your company. However, if it opens on top of a ticketing system it wil start to automatically summarizing tickets, answer tickets, and search through similar historical tickets. To protect sensitive information, only named users (based on 2FA login with email addresses) can access the Team Assistant.
Ground responses with the usual training data, historical tickets through one of our integrations, and specific Topics such as Runbooks, Internal-policies, Product-specs, and Case-examples. Connect your internal wiki, playbooks, and representative solved cases to these Topics. The Team Assistant should answer from here and always offer links back to the original documents. You can restrict these elements using a preset Audience that we will provide based on the named user list in our dashboard.
When agents repeatedly ask questions about the same topic or find answers unclear, the copilot can create tasks for content owners with examples of confusing queries and low-confidence answers. Leveraging the usually impressive support team knowledge, Team Assistant users can also generate Tasks to address knowledge gaps in the grounding data, using their own knowledge or the suggestions based on historical tickets.
Conclusion
An internal knowledge copilot for success and support teams turns scattered internal content into a single, responsive resource. Grounded in carefully curated Topics and backed by tasks and notifications for continuous improvement, it reduces handling time and improves answer consistency.
