01
DISCOVERY
Help members find the right standard or resource.
Guide users toward relevant standards, publications, training, or supporting material without forcing them to know exactly where to search.
STANDARDS ORGANIZATIONS
Make approved knowledge easier to use.Guide members to the right next step.
Citation helps standards organizations use approved knowledge to answer member questions, improve standards discovery, connect users to relevant resources, and guide them toward the next appropriate action.
TRUSTED MEMBER SERVICE
From member question to guided next action
Approved knowledge
MEMBER QUESTION
Which standard applies?
Standards and technical content
MEMBER QUESTION
How do I renew?
Membership and renewal
MEMBER QUESTION
What training should I take?
Training and education
SDO ASSISTANT
Trusted
Guidance Uses approved organizational knowledge to ground the answer and determine the next action.
Guidance Uses approved organizational knowledge to ground the answer and determine the next action.
StandardsMembershipTrainingPolicies
GROUNDED ANSWER
Relevant standard identified
Answer stays connected to approved source material.
NEXT ACTION
Renew membership
Guide the member directly to the appropriate action.
RECOMMENDED RESOURCE
Training matched to need
Surface the right resource from approved content.
ONE MEMBER EXPERIENCE
Questions • Approved knowledge • Guidance • Next action
Where member service gets harder
The knowledge already exists. The challenge is helping members find and use it.
Standards organizations often manage standards, publications, training, certification, membership information, policies, and other approved resources across separate systems. Members experience that fragmentation as search friction, repeated questions, and uncertainty about what to do next.
02
MEMBER SERVICE
Answer recurring questions consistently.
Use approved organizational knowledge to respond to common membership, renewal, access, certification, and policy questions.
03
TRUST
Keep guidance grounded in approved sources.
Connect answers to the organizational material that supports them so users can review the source rather than relying on an unsupported response.
04
ACTION
Move from answer to next step.
Guide members from information into the relevant resource, purchase, renewal, training, certification, or service workflow.
The member journey
Make the path from question to action feel simple.
The experience can remain conversational for the member while the answer stays grounded in controlled organizational knowledge behind the scenes.
Let users ask in natural language instead of forcing them to navigate a complex information architecture first.
→
Retrieve from controlled standards, membership, training, policy, and other approved sources relevant to the question.
→
Respond with the information the member needs while keeping the supporting source material available for review.
→
Direct the member to the relevant standard, resource, purchase, renewal, training, certification, or service step.
Product behind the solution
A member-service experience built on approved knowledge.
SDO Assistant is the primary Citation product for standards organizations. NavLexa AI provides the shared intelligence layer that supports source-grounded answers and guided next actions inside the experience.
AI MEMBER SERVICE
SDO Assistant
Use standards and other approved organizational knowledge to answer member questions, surface relevant resources, and guide users toward the next appropriate action.
Explore SDO Assistant →
APPROVED KNOWLEDGE CAN INCLUDE
Standards
Publications
Membership
Policies
Training
Certification
Procedures
Curated resources
The experience can expand beyond standards content as additional approved organizational knowledge is connected.
NAVLEXA AI
Shared intelligence layer
NavLexa AI supports contextual, source-grounded intelligence inside the SDO Assistant experience while the organization retains control over the approved knowledge used.
Explore NavLexa AI →Where it can help
Support more of the member journey without turning every question into a service ticket.
A standards organization can begin with a focused member-service use case and expand into broader approved knowledge as priorities evolve.
Standards discovery
Help users identify relevant standards and supporting content based on the question they are trying to answer.
Member questions
Answer common questions about membership, renewals, access, policies, services, and organizational resources.
Training and certification
Guide members toward relevant educational or certification resources based on their stated need.
Policy and resource guidance
Use approved procedures, policies, publications, and curated materials to support trusted answers and recommendations.
What improves
A more useful member experience without giving up control of the knowledge.
Faster answersHelp members get to relevant information without waiting for a manual response to every common question.
Better discoveryMake standards and organizational resources easier to find through the member’s own language and intent.
Consistent guidanceGround responses in approved organizational sources rather than allowing the experience to invent its own authority.
Clearer next actionsConnect trusted answers to the resource, transaction, service, or workflow that should happen next.
Turn trusted organizational knowledge into a better member experience.
Start with member service and expand over time into broader knowledge access, standards discovery, recommendations, and guided next actions.