Shared memory for heads of support
As a head of support you're putting AI agents in front of customers and behind your team, drafting replies, triaging tickets, summarizing accounts, but they all share one fatal flaw: they forget. Every conversation starts from scratch, the agent re-asks what the customer already told you last week, and the hard-won context about an account, the workaround you found, the customer's known constraints, the promise a teammate made, never carries forward. Your knowledge base captures generic answers, not the living, account-specific knowledge your team accumulates. Glen, shared memory for AI agents, gives your support agents one durable, org-shared memory through a single MCP tool, so customers stop repeating themselves and your agents stop starting cold.
Connect Glen as an MCP tool and any support agent can retrieve relevant context and record what it learned in a single call. Before drafting a reply, the agent pulls everything the organization already knows about this customer, their history, prior issues, the resolution that worked last time, so the answer is informed instead of generic. After the interaction, the agent writes back what's new: the customer's updated situation, the fix that worked, the commitment made. The next ticket, days later and maybe handled by a different agent, starts with all of that already in context.
Because Glen is org-scoped, the memory is shared across your whole support function and beyond. One agent learns a durable fact about an account; every other agent reads it next time, no copy-paste between tools, no knowledge trapped in one person's head or one tool's history. And because Glen is a standard MCP server, the same memory is reachable from the rest of your stack, so when sales or success touches the same customer, their agents draw on the same context your support team built. You connect it once over OAuth or an API key and let the account knowledge compound ticket after ticket. For a support leader, Glen turns a fleet of forgetful assistants into a team with shared customer memory, fewer repeated questions, faster resolutions, and continuity customers can feel.
FAQ
- How is this different from our knowledge base?
- A knowledge base holds generic, authored answers. Glen holds living, account-specific facts your agents learn in real interactions, and surfaces them automatically on the next ticket.
- Can sales and success agents see the same customer context?
- Yes. Glen is org-scoped, so any MCP-connected agent across support, sales, and success reads from and writes to the same shared memory about a customer.