Keep the know-how. Hand off the work.
Bonofici learns by watching real work across your apps, turns it into playbooks with sources, and uses those playbooks to do the work.
No integrationsNo interviews
- Ticket
- SCharge
- Approval
- Reply
Every company runs on people who just know how things work.
That knowledge is never written down. When they leave, it leaves with them.
The refund that doesn’t fit the policy
“Double charges get the duplicate back the same day, no approval. Anything else over $500 goes to finance first.”
Known by Maya, support lead · 6 years
Written down anywhere
Which customer gets a call
“If Northwind’s usage drops two weeks running, call before the renewal email. They have left once already.”
Known by Dev, account manager · 4 years
Written down anywhere
Which spreadsheet is actually right
“The forecast is “Forecast v3 FINAL (2)”, not the one in the shared drive. The other is last year’s.”
Known by Priya, finance lead · 8 years
Written down anywhere
Your agents know the internet, not how your best people work.
Ask a capable model whether to approve a $900 refund and it will give you a sensible answer. It just won’t be your answer.
The models are the same for everyone. How your company handles the exceptions is not.
A customer wants a $900 refund. Can I approve it?
Most companies allow refunds within 30 days. Check your refund policy and, if the request qualifies, issue it from your payment provider.
Not on your own. Over $500 needs finance approval: post it in #refund-approval and set the ticket to Pending. If it’s a double charge, refund the duplicate now.
Source: “Handle a refund request”, learned from 6 of Maya’s tickets
Watch. Write it down. Hand it off.
Your team does the work once. Bonofici turns it into knowledge people can read and agents can run.
- 1
Watches real work
Bonofici watches real work in the apps your team already signs in to: the ticket, the spreadsheet, the Slack thread, the email. Your people just do their jobs.
- 2
Writes playbooks with sources
What it sees becomes a playbook: the steps, the approvals and the exceptions, each pointing to the work it came from. When the way you work changes, so does the playbook.
- 3
Does the work
Agents follow those playbooks in the same apps, the way your best people would. Anything the playbook doesn’t cover goes to a person, and their answer becomes part of it.
It learns from the apps as your people use them. No connectors to build, no APIs to open, no IT project before it is useful.
Nobody sits through a knowledge-transfer session or writes a process doc. The work is the documentation, and the person can still review and correct it.
An exit interview depends on what someone remembers. A playbook depends on what they did.
Handle a refund request
- 1Read the request, find the account41
- 2SCheck the plan and the charge41
- 3Over $500: ask finance, then wait6Learned from
- #refund-approval, Oct 3
- Ticket #48213
- Sch_3Pq…
- +3 more
- 4SRefund in Stripe35
- 5Log it in the Support Log41
- 6Reply with the timeline41
The way your best people work, in a form you can check.
Every step links to the tickets, threads and records it was learned from, so you can check it before you trust it.
Playbooks and agents for every desk.
Any team whose work happens on a computer. We start with what the team does most, in the order they need it.
Support
Which cases need approval, who owns what, when to escalate.
- Handle a refund request
- Route a data-deletion request
Finance
The vendor paid on the 3rd, the variance that needs a note, the close checklist.
- Approve the supplier run
- Chase an invoice missing its PO
Revenue
Discount rules, approvals, and what was promised on which call.
- Get sign-off on a discount
- Hand over an account
Operations
The workarounds that keep orders, onboarding and vendors moving.
- Onboard a new supplier
- Fix an order stuck in fulfilment
Before you start
What teams ask before they let Bonofici watch the work.
Do we have to write anything?
No. Bonofici learns from the work your team already does. The people it learns from can review and correct what it wrote.
Do we need to connect our systems?
No. It learns from the apps as people use them, so it works with the tools you have today, including the old ones with no API.
What if two people do it differently?
The playbook keeps both ways and records when each one applies. You decide which becomes the standard.
When does an agent start doing the work?
Only when you say so, and only for the playbooks you choose. Anything a playbook doesn’t cover goes to a person, and their answer is added to it.
Someone just resigned. Is it too late?
Not if you start now. A few weeks of their real work becomes playbooks the next person, or an agent, can pick up.
Keep the know-how. Hand off the work.
A 30-minute demo, built around one of your own workflows. Bring the one only a single person knows how to do.