Update Memory with PDCA
Apply a PDCA loop to improve a memory update policy after observed failure.
The support agent keeps using an old escalation path even after users correct it. The proposed fix is to overwrite any older memory when a new correction arrives. PDCA memory update: plan a narrow change, do a small test, check quality, act on evidence The tempting fix is a global overwrite rule. It sounds clean, but it can erase legitimate exceptions, personal preferences, and source-backed account constraints. Plan Hypothesis: policy-owner-approved team-policy memories should supersede older personal escalation memories during routing tasks. The plan names memory class, authority, and task. It is not a blanket overwrite. Do Test on 30 historical…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in