Give the system something worth knowing
A business already has a rich operating memory: customer conversations, process decisions, team playbooks, and the reasons behind them. The useful first step is to identify which parts of that memory matter to a particular workflow.
A small, trusted corpus beats an indiscriminate pile
Start with one process and the sources its owner actually trusts. Assign ownership, capture the original source, and decide how changes will reach the knowledge layer. Outdated documentation can be more misleading than missing documentation.
Test answers before automating actions
Build a small set of real questions. Ask the people who do the work to judge the answers for correctness, completeness, and evidence. Keep a route to say “I don’t know.” Only then connect the knowledge to a bounded action.
A practical first move
Choose one recurring question that takes your team too long to answer. Gather the sources used today, define what a good answer looks like, and test whether a shared memory can produce it consistently.