Each department has its own knowledge
Tranemosegård has eight departments with different house rules, policies and practical information. They therefore did not get one general chatbot expected to know a little about everything. Each department received its own digital colleague with access to the documents that belong to that department.
The resident-facing roles can answer in eight languages. If they cannot help all the way, the work can be handed to a person. That boundary matters as much as the answer itself.
A digital colleague for employees
The ninth role is internal. DriftBot helps employees find who has a particular skill and where the organization’s machinery and equipment are located.
Together, the roles work from 437 of the organization’s own documents. The median time to a first answer is 3.8 seconds.
They began managing the digital team themselves
Tranemosegård originally had two internal digital roles. When employees discovered that their work overlapped, they merged them.
That is the most important part of this case. The organization did not treat the solution as delivered software. It assessed the division of work and changed the roles when reality showed something different.
This is also why I see digital employees as a leadership question. The technology has to answer well. But someone must still decide which work it owns, which sources it may use, and when a person takes over.