Definition
Customer Memory
The system’s ability to store and recall information about each customer interaction — what they asked, what they were told, what they were offered, and what happened next.
Customer Memory allows the system to provide continuity. When a customer returns, the system recognizes the context without requiring the customer to repeat themselves. This memory is not used to make decisions about the customer; it is used to provide consistent service and to route actions to humans when needed.
Related Terms
Business Knowledge Base
A structured collection of information about a company’s products, services, pricing, policies, and processes that the system uses to respond accurately to customers and support AI Employees.
Agentic Website
A website that does not only display information but can take actions within defined business processes — answering customer questions, qualifying leads, scheduling appointments, and updating records.