I believe every creative company works in three steps: memory, then imagination, then creativity. You cannot imagine what is next if you keep relearning what you already knew. That is why the first step had to be memory, and why I am proud to say it shipped today.
Until now, a correction in Augela fixed the answer and taught the agent. From today it becomes company memory: precise, confirmed by a person, and used first in every answer, for the agent, the team or the whole company. Here is how it works.
Where memory comes from
- Corrections. When a reviewer fixes a wrong answer because information was missing, the right answer becomes memory at the agent that gave the wrong one.
- Elevated insights. A good find in a chat rises one level: from an agent to its team, then to the whole company. The buttons name the level, such as “Elevate to Sales”.
- Augela’s suggestions, once a person accepts them. More on that below.
Every item records who confirmed it, when, and where it came from.
Memory answers first
Before looking at documents, every answer checks the memory of its own level and the levels above it. When confirmed memory and a document disagree, the confirmed answer wins. Under each answer in the chat, a separate Memory used block shows which items helped, each with “Confirmed by” and a date. Your website chat follows memory too, without ever showing visitors who confirmed what.
Kept true
Memory is only worth having if it stays precise:
- No duplicates. When someone saves a correction or elevates an insight, Augela shows what it already remembers on the same topic. Replace it, or keep both.
- Check-again dates. Facts that change get a date, three, six or twelve months out. Six months is suggested automatically when the text contains a price, a percentage, a date or contact details.
- “Still true?” cards. When an item is due, a short card asks the right person: still true, update, or retire. If nobody answers, the item stays in use but is clearly labelled, so nothing goes stale quietly and nothing is dropped without someone deciding.
Fixing the source
A wrong answer usually has a wrong document behind it. A correction now marks those documents to fix, and memory covers for them until then. Upload a corrected version or confirm the document is fine, and Augela offers to retire the memory item that was standing in for it. Each knowledge source shows how many answers used it and how many documents are left to fix.
Augela notices, a person decides
Once a day, Augela looks for three things and turns them into suggestions, with the evidence:
- People keep asking: several colleagues asked the same question, and no memory answered it yet.
- Corrected twice: two corrections about the same thing, so the newer one should stay.
- Same fact in several agents: one confirmed fact repeated across a team’s agents, which can become one team item.
You add a suggestion to memory or dismiss it, at most five a week. Your company chooses how much Augela may do, from nothing at all to tidying what is already known. One rule never changes: a new fact always needs a person.
See the effect
- The Governance Health Report now shows how many answers used memory and how many later answers your corrections improved, plus the documents fixed and still waiting.
- Analytics shows your memory by level, what is used most, and what needs a fresh look.
- Everyone who contributed sees what came of their reports and insights, on the agent’s tile and in one line in the chat.
- A weekly digest by email brings the week’s numbers, what is waiting, what Augela noticed and memory at work, to the people your admins choose. Each person sees only what their own access allows.
What comes next
Memory is the first step. With a precise memory of what your company knows, your people can spend their time on the second and third: imagining what is next, and creating it. That is where your edge comes from, and that is where Augela is heading.
Read more on the Company memory page, or see how an insight rises in Insight elevation.
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Radek
