Challenge
Internal information and tools were scattered, and every inquiry or routine task consumed people's time and effort. Adding new tools tends not to stick, so a mechanism was needed to complete the necessary lookups and actions within Google Chat, which people already use daily.
Approach
- 01 Took inventory of the work and defined the scope AI would take on and its permission boundaries
- 02 Implemented it as a Google Chat bot so it can be summoned within everyday conversation
- 03 Connected to internal tools and data safely via MCP and similar, with least-privilege reference and operation
- 04 Attached supporting evidence to the AI's answers and kept critical operations under human review
- 05 Retained usage logs and improved continuously while watching answer accuracy and how it is used
Key success factors
- Usable in a familiar place
- Without adding new tools, we made it something completed within everyday Google Chat, which is why it took hold.
- Guaranteeing permissions and auditability
- By designing the scope AI can handle under least privilege and making every operation auditable, we introduced it safely.
Solution
We built a dedicated AI assistant in Google Chat, connected to the organization's information and tools. Ask a question in chat and it references internal information to answer, and it can also trigger routine tasks. The scope it can handle is designed under least privilege, and its operations are auditable. Because it works in a familiar place, it took hold without strain.
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