Information architecture — doc-first, AI-aligned
14 modules · 73 features · 8 personas · 2-phase plan. Access is either View (read) or Full Access (manage + act). Synergy wins, Experion Journey and Indium Journey are visible across all personas.
Core design principle: documents first, AI second
Every response is sourced from approved organizational documents and curated content. The AI layer retrieves, synthesizes, and reframes content to match the emotional tone of each persona and their level. Sensitive topics and financial actions always route to human contacts.
Corporate Comms / MarketingHR & People TeamSynergy TeamCSO / Strategy OfficeSalesFinanceLegalDelivery
Abbreviation legend
CSO — Chief Synergy Officer / Strategy Office Head
ESC — Executive Steering Committee
CoP — Community of Practice
TAG — Talent Acquisition Group
CSAT — Customer Satisfaction score
CHRO — Chief Human Resources Officer
L&D — Learning & Development
SOW — Statement of Work
n / n-1 / n-2 — Senior / Director-VP / Manager-IC level
System layers
1
User layer — 8 personas
Who accesses the assistant and the emotional context they carry
👑 Exec
🔗 Synergy Team
👥 Employees
💼 Sales
🚚 Delivery
🏷️ HR / TAG
📊 Finance
⚖️ Legal
↓
2
Emotion & context layer
Detects urgency, anxiety, confusion, or strategic intent — and the caller's level (n / n-1 / n-2)
Role identification
Sentiment detection
Level awareness
Tone calibration
Sensitive topic flag
↓
3
Document & data retrieval layer
Searches approved content across 14 modules — no AI fact generation
Semantic doc search
Module-based routing
Role & level filtering
Phase-aware content
Persona-tiered output
↓
4
AI response layer — tone & empathy shaping
Rewrites retrieved content to match persona; does not generate new facts
Persona tone prompt
Empathy reframing
Exec brevity mode
Guardrails enforcement
Escalation trigger
↓
5
Output layer
Cited response with source transparency and next-step routing
Cited doc response
View / Full Access prompt
Exec summary view
Escalation routing
All 14 modules — features at a glance
Access matrix — who can do what
✓ = View (read access) | ● = Full Access (view + manage + act) | — = Not applicable
Gatekeeper registry
Named owner, primary data source, refresh cadence, and escalation contact per module
Our organizations — values & identity
Understanding who we each are is the foundation of a successful merger. These values are accessible to every employee across both entities.
🔷
Experion
Vision: To be a globally recognized brand for Product Engineering Excellence, partnering with customers in delivering outcomes while achieving exceptional customer experience.
The 3 E's — Experion's core values
Ethics — Honest, transparent, and valuing the trust our clients put in us.
Empathy — Valuing both employees and customers, celebrating diversity, open-door policy, and a flat hierarchy.
Excellence — Constantly striving to exceed expectations, believing in meritocracy, owning outcomes, and keeping skills up to date.
Excellence
Exceed Expectations
🟢
Indium
Engineering-first services company · 3,000+ engineers · Nearshore delivery · GenAI capability · Avg CSAT 4.8/5
Indium's 6 core values
Customer Centricity — Prioritize customer needs, ensuring their success through innovative and simplified solutions.
Agility in Action — Swiftly adapt to dynamic business needs, demonstrating high energy and excellence in execution.
Pioneering Spirit — Drive progress through bold, forward-thinking ideas and passion.
Integrity — Exhibit a strong code of professionalism and work ethic in our actions.
Relentless Learning — Cultivate an environment of continuous improvement, driven by a pursuit for excellence.
Inclusive Collaboration — Value diverse perspectives, working together as one team with empathy, respect, and shared goals.
🤝 Values we share — what binds us together
Both organizations independently developed values that deeply align. These shared foundations make the merger natural — not just strategic.
Customer Focus — Experion: Doing what is right for our customers · Indium: Prioritizing customer needs and ensuring their success
Empathy-Driven Agility — Experion: Putting ourselves in clients' shoes to understand their needs · Indium: Swiftly adapting to dynamic business needs
Collaborative Nature — Experion: Fostering a positive work environment and achieving higher standards · Indium: Value diverse perspectives, working as one team