Customer Support

Maintain context across conversations to provide consistent and personalized support interactions

Problem Statement

Customer support systems need to remember past interactions, user preferences, communication styles, and issue history to provide consistent and personalized support. Without a centralized memory system, support agents and AI assistants lose context between conversations, leading to repetitive questions and inconsistent experiences.

Traditional approaches often store support data in ticketing systems that aren't easily accessible to AI assistants or don't provide the granular control needed for privacy-compliant support.

Solution Overview

The Memory Scope API enables customer support systems to store and retrieve support-related memories with built-in policy enforcement. You can store communication preferences, past support interactions, issue history, and user preferences, then retrieve them when providing support to maintain context and personalize the experience.

Past Interactions

Remember previous support conversations and resolutions

Communication Preferences

Store preferred communication style, tone, and language

Issue History

Track recurring issues and their resolutions for faster support

Privacy Controls

Policy enforcement ensures data only used for support purposes

Implementation Steps

1. Store Communication Preferences

When a user interacts with support, store their communication preferences:

POST /memory
{
  "user_id": "user123",
  "scope": "communication",
  "domain": "support",
  "source": "explicit_user_input",
  "ttl_days": 90,
  "value_json": {
    "preferred_tone": "friendly",
    "formality": "casual",
    "use_emojis": true,
    "preferred_language": "en"
  }
}

2. Store Support Interaction History

After each support interaction, store the issue and resolution:

POST /memory
{
  "user_id": "user123",
  "scope": "history",
  "domain": "support",
  "source": "system_generated",
  "ttl_days": 180,
  "value_json": {
    "issue": "Password reset",
    "resolution": "Reset via email",
    "timestamp": "2024-01-15T10:30:00Z",
    "agent_id": "agent_456"
  }
}

3. Retrieve Context for Support

When providing support, retrieve relevant context:

POST /memory/read
{
  "user_id": "user123",
  "scope": "communication",
  "purpose": "provide customer support",
  "max_age_days": 90
}

Results & Benefits

Maintain context across multiple support conversations
Personalize support interactions based on communication preferences
Faster issue resolution by referencing past interactions
Policy enforcement ensures support data only used for support purposes
Users can revoke access to their support history at any time
Complete audit trail for compliance and quality assurance

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