The problem
A useful answer can disappear into a chat.
Your team has weekly standups, meetings and chats at the coffee machine. People pass on what they’ve learned, explain why a decision was made and warn each other about things that did not work.
Useful findings can stay in the conversation where they were made. When another person or agent takes over, they may have to investigate the same question again.
The idea
Keep the finding, and the reason behind it.
We’re working on shared memory so a team can build on what its people and agents have already learned. The aim is to make useful knowledge available beyond a single conversation, with enough context for someone else to judge it.
That means thinking about where a finding came from, when it might be out of date and who should have access to it. These are questions we’re exploring as we develop the system.
An example of what we’re working towards
The next investigation starts further along.
This week
A colleague and their agent discover that two reports define an active customer differently. They record the definitions, the sources and how the figures can be compared.
Next time
Another colleague preparing an update can find that explanation, understand the difference and check whether the comparison still applies.
Illustrative scenario. Shared memory is in development.
Help shape it
Where does your team keep starting over?
We’d like to hear about work your team repeats because an earlier finding was hard to find, explain or trust. Those situations will help us understand what shared memory needs to do.
Talk to us about shared memory