Customer memory
Not everything should be a summary.
Plan, renewal date, entitlements, contract terms, account value. These are the facts an AI must never approximate, so they are fields with sources rather than sentences in a memory.
Each fact has a source
The renewal date comes from the customer record; the value from the finance ledger. Shown with where it came from and when it was last confirmed.
The AI reads fields, not prose
When the assistant states a renewal date it is reading a field. That is the difference between a system you can rely on in front of a customer and one you cannot.
Stale facts say so
A field nobody has confirmed in a year is marked. Confidence should track how current the underlying record is.
Customer memory
The rest of this area.
The whole relationship, as records rather than as somebody's recollection.
The customer profile
One page that explains a customer before you speak to them.
Service history
Every previous case, summarised rather than archived.
Preferences
How this customer wants to be dealt with.
Entitlements
What this customer is actually entitled to.
Account notes
The context that never fits in a field.
Relationship summary
Where this relationship stands, in a paragraph, with its evidence.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]