Dynamic Case Precedent: An Architecture for Accelerating Agent Proficiency and Resolution Consistency in Large-Scale People Operations

Enterprise service centers, particularly in domains like People Operations, are critical hubs of organizational knowledge work. They face a persistent difficulty in disseminating the tacit, case-specific expertise of senior agents, which can lead to inconsistent service and slower onboarding for new hires. While existing Knowledge Management (KM) and Case-Based Reasoning (CBR) systems have improved the retrieval of historically similar cases, they inadvertently shift the cognitive burden of synthesizing this information to the time-constrained agent. This paper introduces the Dynamic Case Precedent (DCP) architecture, a novel socio-technical framework designed to address this gap. The DCP architecture moves beyond simple precedent recommendation to automated precedent synthesis. It achieves this by integrating a semantic retrieval model with the large-context reasoning capabilities of a generative Large Language Model (LLM). We propose a three-pillar framework—(1) Contextual Similarity Indexing, (2) Generative Insight Synthesis, and (3) Human-in-the-Loop Refinement. By analyzing multiple relevant historical cases to generate a concise summary of resolution patterns, the DCP architecture aims to reduce agent cognitive load, accelerate proficiency, and improve service consistency. This conceptual framework offers a new model for human-AI collaboration, framing the AI not as a mere information tool, but as an active partner in sensemaking.