An internal ops copilot that turns 800 pages of SOPs into instant, accurate answers in Slack.

A retrieval-augmented copilot that ingests SOPs, vendor contracts, and tariff schedules, then answers ops questions in Slack with citations slashing onboarding time and reducing costly routing errors.

62%faster ramp time for new ops hires

78%drop in routing-related incidents

1,800hrsannual ops time recovered

The challenge

What we were up against

Northwind's ops team handled 4,000+ shipments a week across 17 jurisdictions. New hires took 4 months to ramp, and routing mistakes carried a significant cost per incident.

Our approach

How we got from zero to live

01Ingested SOPs, vendor contracts, tariff documents, and incident postmortems into a vector store.

02Built a Slack-native copilot with citation-linked answers and confidence scoring.

03Added a 'risk flag' feature for queries involving hazmat, customs, and time-sensitive cargo.

04Set up a feedback loop where ops leads upvote/correct answers to retrain weekly.

The solution

What we shipped

Slack copilot answering 500+ ops queries per week with citations.

Risk-flagging on sensitive shipment categories with mandatory human review.

Onboarding 'tour' that walks new hires through the SOP corpus interactively.

Quarterly content audit dashboard for SOP gaps and contradictions.

Tech stack

LangChainPineconeSlack APIGPT-4oSupabaseTemporal

PreviousSouthwest Gases

NextMeridian Realty

Every week you wait costs another 31.5 hours

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