Use Case - Corporate Security
Initiating the Report
One morning, an employee at a corporate office without on-site security support arrives at work and notices that the entrance door has been tampered with and is unlocked. Unsure of the proper protocol, the employee opens an internal chat tool and sends a direct message describing the incident in their own words and asking for advice. This step highlights the general lack of knowledge of employees in incident/issue reporting, the initial confusion, and the need for prompt and accessible guidance.
Reporting the Incident Details
The conversational AI assistant engages with the employee, asking specific and detailed questions about the incident, such as the time, location, and any initial actions after discovering the tampered door. Recognizing the potential severity, the AI assistant identifies it as a possible break-in and inquires further, asking if there are other noticeable signs of entry or if CCTV cameras are facing the door. The employee’s responses are unstructured and expressed in their own words, potentially in any language. The AI assistant processes this input, organizing it into a clear and concise summary in the desired language, ensuring all details are accurately captured to facilitate proper assessment.
Assessing the Incident
The AI assistant analyzes the information and categorizes the event as a security incident, specifically a potential break-in. Given the tampered door and the required resolution efforts, the assistant assigns a high severity level and flags the need for immediate support to address the issue.
Assigning the Incident
Using the provided Standard Operating Procedures (SOPs), the AI assistant identifies three key stakeholders required to resolve the incident: the security department, facility management, and local management. Within seconds, all stakeholders receive a detailed message via WhatsApp, text, and email explaining the incident and their respective roles. The security department is tasked with deploying a security officer until the door can be repaired, initiating an investigation, and reviewing CCTV footage; facility management is tasked with arranging for the door's repair; and local management is tasked with attending the site at the earliest opportunity to take charge of the situation and manage any disruption to the business activities.
Managing the Incident
The reporting employee is immediately informed about the actions triggered by the AI assistant. As per the security SOPs, they are advised to report the incident to the police and remain outside the building until the police confirm that there are no intruders. They are also instructed to pass on the exact instructions to other employees arriving for work. Simultaneously, a case is created in the security case management system, containing all relevant incident details. The AI assistant also sets up a group chat channel, inviting stakeholders to share updates and coordinate actions, ensuring an efficient resolution process.
Informing Decision-Makers
The Head of Corporate Security receives a daily update email summarizing all high-priority incidents, including this one, grouped by region and current status. This concise report enables the decision-maker to monitor critical events and follow up as needed, maintaining a high-level overview of organizational security.
Quantifying Risks
The AI assistant stores the incident details in a structured format, allowing for systematic measurement and analysis of security risks. All incidents are automatically imported into a dashboard that enables stakeholders to identify emerging risk trends. In this case, data highlights that this is the third break-in at the exact location within the last 12 months. Considering the financial damage caused by these incidents, which includes operational downtime, loss of stolen equipment, and property damage, the analysis suggests deploying a security officer at the office during non-operational periods, which would outweigh the costs of the recurring break-ins and significantly mitigate future risks.