Understanding Customer Agent memory
Customer Agent remembers useful details from customer conversations to personalize future responses. It also uses recent conversations and Helpdesk interactions to help returning customers pick up where they left off, including when they move between channels.
What Customer Agent remembers
Customer Agent learns useful facts from conversations and saves them as long-term memories.
For example, a customer might mention in June that they are vegetarian. When they return in August, Customer Agent can use that preference to recommend relevant products without asking them to share it again.
How memories stay up to date
After a conversation, Customer Agent creates and updates memories in the background. This process is called dreaming.
Dreaming helps keep memories accurate and up to date without slowing down Customer Agent’s responses. Those memories then provide context for future conversations.
How Customer Agent uses conversation history
In addition to memories, Customer Agent uses recent Customer Agent conversations and Helpdesk interactions as context.
For example, a customer who starts troubleshooting a coffee machine over text can continue on web chat without repeating the steps they have already tried.
Older conversations appear in less detail over time and are eventually excluded from the context Customer Agent uses to respond. This helps reduce the risk of relying on outdated information.
Correcting or removing memories
Memories contain personal data. Customers can tell Customer Agent when something it remembers is wrong or ask it to forget information. For example, they can say, “Please forget my dietary preference.”
Klaviyo also honors profile deletion requests. When a brand requests data removal for a customer, Customer Agent deletes that customer’s memories.