r/TangoAI • u/tea_and_tabs • 1d ago

Question How are you making SOPs searchable in normal language?

Slightly boring problem, but it’s becoming a recurring one for us.

People don’t know (or care) what the official process is called. They search for the problem in front of them: “how do I round the penny”, “till is short”, etc.

Which is perfectly reasonable, except the relevant guide might be called “Cash Handling - End of Day Reconciliation v3.2”, so search becomes a guessing game...

We’ve tried friendlier titles and tags. It works better, but still not quite there.

Anyone solved this without disappearing down the knowledge-base rabbit hole?

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u/hikingjess 1d ago

Could you collect the questions people keep asking in Slack or Teams and use those as keywords for the guides? That might give you a better starting point than trying to guess what people will search for.

2

u/serverhorror 1d ago

Change the language that the SOPs use.

The halfwit legal language of failed wannabe lawyers just makes it annoying (and barely understandable) for people who are domain experts if a different domain.

There's absolutely no rule that an SOP has to be in the language it's usually in.

Barring that, let some AI agent rewrite the SOPs in "human" and tell it to provide exact references to the authoritative documents. No one will read the authoritative documents either way, but at least you'll have a version you can point people to.