How Maisy Handles Questions When Company Information Is Missing or Conflicting

A small business launches an internal assistant. An employee asks which approval process to follow, but Maisy finds two procedures with different thresholds. Another asks about an exception for which no approved guidance exists. This is where trust is established or destroyed.

Missing Information Is a Knowledge Problem

The answer may exist only in a manager’s memory, old email, Teams conversation or undocumented workaround. Maisy should not invent a plausible answer. It should state that no approved answer exists and direct the employee to the correct owner.

Conflicting Documents Require Business Authority

Copilot Studio cannot reliably decide which company document leadership considers correct. Maisy can identify the conflict and show the relevant sources without presenting either as settled policy. The process for preparing content for AI retrieval explains why conflicts must be resolved.

Maisy Uses Grounding Rules

Pixeldust configures Maisy to answer only from approved organizational knowledge, cite the source, state when evidence is insufficient, identify conflicts, refuse to invent approvals and escalate high-risk decisions.

SharePoint Metadata Signals Source Quality

Lifecycle status, approval status, effective date, review date, knowledge owner, audience, sensitivity and AI eligibility help distinguish published knowledge from ordinary files. The Practical Knowledge Governance Model explains these controls.

Failed Questions Become Improvement Tasks

A failed question can trigger a workflow to record the issue, identify sources, assign the owner, revise guidance, obtain approval, publish the correction and retest the original question.

Maisy Should Know When Not to Answer

Maisy helps businesses retain institutional knowledge by turning missing answers into approved SharePoint content. It also helps retain institutional knowledge without converting incomplete information into fictional company policy.