SOPs, runbooks and playbooks

One procedure: title, purpose, steps with decision points, linked forms or systems, the owning role, review dates and earlier versions.

{
  "doc_id": "SOP-212",
  "title": "Claims intake: missing police report",
  "department": "claims",
  "steps": [
    {"n": 1, "instruction": "Check the claim for a report number in field 7.", "system": "claims_core"},
    {"n": 2, "instruction": "If missing and loss > $5k, request the report and set status Pending-Docs.",
     "decision_point": true}
  ],
  "versions": [{"date": "2023-08-01", "change": "Raised threshold from $2.5k"}]
}

Procedure-following agents

Real steps, decision points and exceptions.

Grounded task generation

Turn real procedures into agent tasks with known correct steps.

Policy question answering

Questions whose answers depend on the current version.

Agreed with the supplier before any work begins. Typical requirements include:

• Security-sensitive procedures such as access, keys and incident response reviewed or excluded
• Names replaced with roles
• Third-party vendor manuals excluded

Every dataset has a documented owner and confirmed licensing rights. See data governance on sourcex.si.

• Versions over time
• Procedures linked to the tickets or tasks that used them
• Regulated domains such as claims, billing and compliance

Public sets such as TechQA and doc2dial are useful references, but limited as enterprise training data. The documents and knowledge category page compares them with licensed data.

• BPOs
• Healthcare administration teams
• Insurers
• Logistics companies
• Field-service companies

• Internal wikis and knowledge bases

  Team wikis, internal help centers and decision records with links and edit history.

• Task histories with context, actions and outcomes

  Work items from request to completion, with each action taken and the result.

• Documents, spreadsheets and decks with revision history

  Business files with version history and comments, showing how drafts became final.

• BPO and contact centers industry page on sourcex.si
• Healthcare administration industry page on sourcex.si
• Insurance industry page on sourcex.si