Case study · outward-facing
An assistant that knows your product, in your customer’s hands
A company in a regulated field ships two roles to the professionals who use its product. One helps them run a session with a client. The other helps them grow the practice. Both arrive through the app the customer already downloaded, and neither of them sends anything to anybody on its own.
Anonymised. Nothing specific to the company appears on this page.
What is in the bundle
2 personas
One for the professional using the product, one for growing their own business with it.
19 skills
The reference material the role answers from, so it quotes rather than guesses.
3 specialists
Each with its own reference material for the part of the job it owns.
8 workflows
Almost all manual. A person starts them.
2 dashboards
Mostly fixed reference tables, for reading during a live conversation.
1 connector
A sealed link to the company’s own system, reaching only the data of whoever installed it.
The three decisions that make it outward-facing
One
The credential is shared. The data is not.
The connection to the company’s own system carries one sealed sign-in, and leaves two blanks that Plexon fills in with whoever happens to be signed in. Every customer installs the identical bundle and reaches only their own records. The second connection, for advertising, ships no sign-in at all: it asks the customer for theirs.
Two
Draft, never send.
Every message the assistant writes to an end client is a draft the professional reads and rewrites in their own words. That is a rule in the role’s prompt, not a setting someone might turn off, and it is why the workflows are almost all manually started. In a field where the professional carries the responsibility, an assistant that can send is a liability rather than a feature.
Three
The role hides what it does not need.
A persona can hide parts of the app. This one hides the developer-facing panels, because a professional in a consulting room is not going to open source control and nothing is gained by offering it. What is left is the shortest path to the thing they came for.
What the customer experiences
They download Plexon and sign in. Their company bundle is already attached to their account.
The role they are meant to have is switched on for them. There is nothing to paste and no repository to find.
The assistant answers from the company’s own reference material rather than from a general model’s impression of the field.
Every finding cites the section and the value it came from, so the professional can check it in front of the client.
Anything the assistant writes for the client is a draft. A person sends it.
When the company updates the bundle, the update arrives the next time the app starts.