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Capture knowledge

Turn individual experience into a strength the whole organization can share.

Your employees know things no handbook covers. Capture their ways of working and practical advice through AI interviews. Make that knowledge useful to more people.

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Two colleagues sharing experiences at a table in a real estate office.
What one colleague has learned should help others too.

The knowledge is there. Who can access it?

An experienced colleague knows how to move a hesitant conversation forward. One office has found a better way to work. But the learning can stay with the people who were there. When someone leaves, their experience risks leaving with them.

  • Less reliance on individuals

    Make important ways of working possible to pass on, even when the team changes.

  • A faster start in the role

    Give new colleagues access to experience that would otherwise take time to build.

  • More learning across teams

    Help effective ways of working reach more teams, offices and locations.

From “here is what I do” to something others can use.

How does an experienced real estate agent help a homeowner who wants to wait? Follow how their account can inform a working method and a practice situation.

Fictional example · Real estate

Go beyond the first piece of advice.

Follow-up questions explore what the agent does, why and when a different approach is needed.

  1. AI interviewer

    Tell me about a conversation with a homeowner who wanted to wait before selling.

  2. Real estate agent

    Someone said it would probably be next year. I asked what needed to fall into place before moving would feel right.

  3. AI interviewer

    What did you learn?

  4. Real estate agent

    They hadn’t found a new home and were worried about moving twice. I summarized that before discussing what an initial meeting could help with.

  5. AI interviewer

    What could the meeting help with in that situation?

  6. Real estate agent

    Exploring possible timelines and what they needed to know before deciding. Not setting a date to sell right away.

  7. AI interviewer

    When do you not suggest a meeting?

  8. Real estate agent

    If they don’t want contact now, I respect that. I ask whether they would like me to get in touch later instead of continuing to argue my case.

Which knowledge do you want to capture?

Start with an important part of the work. Ask the people who do it and explore specific situations, not just general advice.

Describe what works

Explore what experienced employees do and what they notice. Compare experiences before choosing what others should use.

A question to start with

“Tell me about a customer conversation that went particularly well. What did you do that helped?”

Capture knowledge before a handover

Document important judgments, exceptions and practical advice when someone changes roles or leaves the business.

A question to start with

“What do colleagues ask you about that they can’t find answers to elsewhere?”

Learn across teams and locations

Make differences in how work is done visible. Understand what can be shared and what needs local adaptation.

A question to start with

“How do you prepare the team for a busy day, and what have you changed along the way?”

Build training on real experience

Collect situations, common mistakes and effective approaches before designing onboarding and exercises.

A question to start with

“Which situation do you wish you had practiced when you were new?”

From experience to shared knowledge

Let people talk. Make their learning useful.

You do not have to schedule and conduct every interview yourself. Focus on the right questions, review and what the knowledge should help you do.

A person sharing their experiences in a voice conversation with earbuds and a phone.
A conversation can uncover what is hard to start writing down.

  1. Choose the task and the people

    Define what you want to understand. Invite colleagues with different experiences of the same situation, not just those who speak up most.

  2. Gather accounts through AI interviews

    Studies uses Interviews to ask questions, follow up on answers and summarize experiences in its own report.

    Explore Studies

  3. Develop and review the material

    Compare the accounts, retain context and exceptions and check against your guidelines. Turn what you want to take forward into clear reference material.

  4. Use it and keep it current

    In Knowledge, you can review and approve documents to use as source material for content. Assign an owner and bring in new experiences as the work changes.

    Explore Knowledge

Knowledge as a foundation for AI

AI needs to understand how you actually work.

Product sheets and policy documents do not tell the whole story. Reasoning, exceptions and practical advice also matter when preparing context for AI-supported work.

  • What you do in a particular situation
  • Why you do it and when it is appropriate
  • Which boundaries and exceptions apply
See how Knowledge works

Common questions

Good to know before you start.

Do we need documented knowledge before we start?

No. Start with a clear task and people who have experience of it. AI-led interviews help them describe specific situations, what they do and why. Their answers give you material to develop and review.

How is this different from understanding customer interactions?

Understanding customer interactions helps you explore customer experiences and obstacles facing the team before a decision. Capturing knowledge focuses on documenting experience and ways of working so others can use them. Both can start with a Study, but the purpose and use of the answers differ.

Do interviews automatically become a handbook or a Journey?

Studies summarizes interviews in its own report. You then develop and review what you want to turn into shared knowledge. Approved, active material in Knowledge can be selected as source material when creating content. A Journey is designed and reviewed separately.

Can the knowledge be used beyond training?

Yes. The developed material can help you describe ways of working, prepare handovers and create context for other AI work. How you transfer material to other tools and manage access needs to be planned for your setup. This is not an automatic connection to external AI agents.

How do we stop one person’s habit becoming our shared method?

Interview several people, explore different conditions and check against your guidelines. Keep examples and exceptions so it is clear when an approach is suitable. Assign someone to own the review and updates.

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Which knowledge do too few people have access to?

In a demo, we show how AI interviews and reviewed knowledge work in Popscale. Consider a task where more people could benefit from colleagues’ experience.

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