Planning and professional services
One service every part of the business calls, so customer-facing content looks the same no matter who wrote it.
Staff across this professional services business produced customer-facing content: answers, definitions, advice, reports, emails, web copy. The problem was not the quality of the writing but the inconsistency of its presentation. The same information appeared as a dense block in one place and a well-structured page in another.
We built a single authenticated formatting service, called from anywhere in the application, that alters presentation only. A verification step confirms the wording itself comes back unchanged, which is what makes the service safe to apply to regulated advice.
The situation
- Staff across the business produced customer-facing content: answers, definitions, advice, reports, emails, web copy.
- The problem was not the quality of the writing but the inconsistency of its presentation.
- The same information appeared as a dense block in one place and a well-structured page in another.
What we built
- A single authenticated formatting service, built once and called from anywhere in the application.
- Approved house style held as editable configuration rather than written into code, with separate profiles per content type.
- Verification that the wording itself is returned unchanged, so only the presentation is altered.
- Registration as a tool on the existing AI layer, so it is available from the assistant interface as well as by API.
What changed in daily operations
- Every module inherits the same presentation, and later improvements propagate automatically.
- The style can be refined by configuration, without redevelopment.
- Staff stopped formatting and spend the time on the substance.
Related work
Does this look like your process?
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