added tabular columns

docs/MSE Assist/Overview/Current State.md

@@ -6,30 +6,37 @@
 
 ### FAQ Bank Search
 
-Action: Before escalating the query, the MSE searches the FAQ bank to
-check if there is already an answer to the user’s question. This step is
-crucial for efficient query resolution and minimizing doctor involvement
-for frequently asked questions.
+Action: Before escalating the query, the MSE searches the medical archive to check if there is an existing answer to the user’s question. This step is crucial for efficient query resolution, reduced turn-around-time as well as minimizing escalations.
 
-- Outcome: If an answer is found, it’s prepared to be sent to the
+![FAQ Bank](img/snippet.jpg)
+
+:::note
+
+The image above is a screenshot from the medical archive which is used to search for existing answers. The most common challenges here are identifying the right entry. The MSE performs a search-and-retrieve by identifying subject keywords and then finding the right response. Owing to the overall time consumed to identify the right response, they sometimes provide a new response all over again. This adds redundancy into the medical archive.
+
+:::
+
+#### Outcome
+If an answer is found, it’s prepared to be sent to the
   user. If not, the MSE proceeds to the next step.
-- Tools/Systems Used: Internal FAQ bank or knowledge base.
 
-### Translation and Escalation for Unanswered Questions
+#### Tools/Systems Used 
+Internal FAQ bank or knowledge base.
 
-- Action (if the FAQ does not contain an answer):
-- Translation Request: The MSE raises a request to translate the query
-  into a language that the doctor can understand.
-- Doctor Escalation: Once translated, the query is escalated to a
-  doctor for a professional medical response.
-- Waiting for Response: The MSE waits for the doctor’s response,
-  monitoring the ticket status.
+### Translation and Escalation for Unanswered Questions
 
-Translation of Doctor’s Response: Upon receiving a response, the MSE raises another request to translate the doctor’s response back into the
-user’s language.
+| Step    | Description |
+| ----------- | ----------- |
+| Initiation     | The Medical archive does not contain an answer |
+| Translation request | The MSE raises a request to translate the query into a language that the doctor can understand |
+| Doctor escalation| Once translated, the query is escalated to a doctor for a professional medical response. |
+| Waiting for response | The MSE waits for the doctor’s response, monitoring the ticket status |
+| Translation of doctor's response | Upon receiving a response, the MSE raises another request to translate the doctor’s response back into the user’s language. |
 
-Outcome: The translated response is sent back to the user, resolving their query.
+#### Outcome
+The translated response is sent back to the user, resolving their query.
 
-Tools/Systems Used: Translation services, doctor communication portal, and the ticketing system for tracking.
+#### Tools/Systems Used
+Translation services, doctor communication portal, and the ticketing system for tracking.
 
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