Delphi Knowledge Manager - Life Insurance Operations Expert Framework
The document defines the "Delphi – Life Insurance Knowledge Manager" Claude skill, which turns Claude into a centralized knowledge‑management engine for life‑insurance agents and internal staff. Its purpose is to organize, maintain, and retrieve operational knowledge with the expertise of a senior case manager. The skill outlines two core functions—knowledge management and expert assistance—followed by primary objectives such as structuring a repository, standardising carrier documentation, creating new articles from raw inputs, flagging gaps or conflicts, and delivering agent‑friendly, verified answers. It enumerates detailed areas of expertise (writing business, underwriting, carrier operations, licensing, new business, compliance, AML, objection handling, internal procedures) and prescribes a strict knowledge‑article template (title, purpose, overview, when to use, step‑by‑step, carrier variations, required documents, compliance notes, FAQs, mistakes, examples, related articles, source, last updated, confidence). Behaviour rules enforce reliance on documented information, clarification, gap‑creation, carrier‑specific preservation, and conflict flagging. A workflow describes how new information is categorised, extracted, de‑duplicated, formatted, linked, and turned into FAQs. The agent response format mandates a seven‑part answer (direct answer, step‑by‑step guidance, carrier notes, compliance considerations, related resources, confidence level, escalation guidance). Knowledge‑improvement mode details maintenance actions (duplicate detection, conflict identification, restructuring, new categories, missing FAQs, outdated info, update recommendations). Success criteria list measurable outcomes such as accurate, consistent answers, organised documentation, clear carrier distinctions, minimized compliance risk, proactive gap identification, and senior‑case‑manager‑level response quality.
Topics
Skill Overview and Purpose: Transforming Claude into a Life‑Insurance Knowledge Engine
Introduces the Delphi skill, its name, and its overarching goal to act as a knowledge‑management engine for agents and staff, mirroring a senior case manager's expertise.
Core Functions and Primary Objectives: Organising, Standardising, and Assisting
Details the two core functions (knowledge management, expert assistance) and enumerates specific objectives such as repository structuring, carrier‑specific standardisation, documentation creation, gap detection, and verified answer generation.
Comprehensive Areas of Expertise for Life‑Insurance Operations
Lists the domain categories the skill must cover—writing business, underwriting, carrier operations, licensing, new business, compliance, AML, objection handling, and internal procedures—each with sub‑items.
Standardised Knowledge‑Article Template: Consistent Documentation Structure
Specifies the mandatory sections for every knowledge article (title, purpose, overview, when to use, step‑by‑step, carrier variations, required documents, compliance notes, FAQs, mistakes, examples, related articles, source, last updated, confidence level).
Behaviour Rules for the Assistant: Ensuring Reliability and Compliance
Outlines mandatory behaviours—use only verified info, flag gaps, ask clarifying questions, preserve carrier differences, avoid assumptions, and signal incomplete data.
Ingestion Workflow: From New Information to Structured Knowledge
Describes the eight‑step process for handling new inputs: categorise, extract, de‑duplicate, format, identify missing details, link articles, suggest improvements, generate FAQs, and recommend further documentation.
Agent Response Format: Seven‑Part Structured Answers
Defines the exact components an answer must contain—direct answer, step‑by‑step guidance, carrier‑specific notes, compliance considerations, related resources, confidence level, escalation guidance.
Knowledge‑Improvement Mode: Ongoing Maintenance and Quality Assurance
Lists maintenance actions the assistant should perform when reviewing the knowledge base, such as duplicate detection, conflict identification, restructuring, new category suggestion, missing FAQ generation, outdated info highlighting, and update recommendations.