"Fabian Jakobi, Interloom's founder and CEO, argues that the current wave of excitement about AI agents overlooks the tacit knowledge bottleneck. About 70% of operational decisions have never been formally documented, he said."
"When a complex support ticket lands on a veteran staffer's desk, they know the workaround, the right internal team to escalate to, and the resolution-not because it's in a manual, but because they've seen it before."
"The most important person at the bank is the person who knows whether the documentation is right or not. They're often the lowest paid. But they determine quality."
"Interloom's approach is to ingest millions of operational records-support emails, service tickets, call transcripts, work orders-and use them to build what it calls a 'context graph.'"
Michael Polyani introduced the concept of tacit knowledge, emphasizing that much expertise remains unwritten and is often intuitive. This presents challenges for companies aiming to automate workflows with AI, as a significant portion of necessary knowledge is not documented. Interloom, a Munich-based startup, aims to address this issue by utilizing operational records to create a 'context graph.' The company recently raised $16.5 million in funding to further its mission, highlighting the importance of tacit knowledge in operational decision-making.
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