How this software drives a given machine, a given controller, a given customer configuration: that knowledge sits in the manuals, in thousands of resolved tickets, in the release notes, and above all in the heads of a few experts. When they're busy, away or gone, the answer waits. GenieFactory turns it into a living memory: your technicians, trainers, integrators and customers ask their question and get the answer, with the source.
Support · product memoryLiveSource: Manual v8 · p. 142 · Release note 8.2
The same question comes back to support, and the answer depends on who picks up.
A post-processor setting, a behaviour on a given version, a specific customer configuration: the answer exists in a ticket resolved two years ago, but nobody can find it. The diagnosis gets redone.
Manuals, tickets, release notes, internal forums: it all exists, none of it is connected.
The documentation describes the product, the tickets describe customers' reality, the experts make the connection. That connection is written down nowhere.
Training a technician or an integrator takes months.
Onboarding means reading manuals and listening to senior staff. When an expert leaves, part of the knowledge about the machines leaves with them.
A technician, trainer or customer asks their question in plain language. The memory searches the manuals, resolved tickets, release notes and known configurations, answers, and cites where each piece comes from.
Sample question“How do I configure this post-processor on this controller?”
Application note, ticket reply, training module, configuration sheet: the memory prepares a draft from what has already been written and approved, in your format. The expert reviews, corrects, approves. The answer joins the memory.
With every version, the memory flags the guides, answers and sheets that relied on behaviour that has changed. Documentation duplicates come to light. What gets shared with customers stays consistent with the current version.
Every ticket resolved, every answer approved enriches the memory. The experts' knowledge no longer depends on their schedule.
At GO2CAM, a software publisher for machining, the knowledge of how the machines run (configurations, post-processors, resolved customer cases) is brought together in a memory the teams query.
Real cases, in production or delivered, to see how each use plays out on the ground.
A GenieFactory expert formalises your products, versions, machines and controllers, vocabulary, and the hierarchy of sources (manual, release note, resolved ticket, internal memo) with your experts.
Manuals, release notes, resolved tickets, configuration sheets, training materials: the memory is built within your own environment, connected to your ticketing tool and your documentation.
Support and training first, internally. Then, if you decide to, a scope opened up to customers, with the rights you set.
30 minutes with an expert to map your sources, your recurring questions, and the first use to activate.
