Returning customers

When a customer comes back, the AI can recognize them and pick up from what it already knows: what they told the AI before, what they bought and what was discussed. This changes how the AI helps and how it talks to that person. It never changes what your Charter allows.

What the AI remembers

• What the customer told the AI about themselves, such as a skin type, an allergy or a preference. The AI keeps lasting traits, not the request of the day.
• What the customer bought, read from your Shopify store.
• Past conversations with your brand.
• What worked with that person. Past tickets that went well show the tone that suited them. This shapes how the AI sounds, and is never mentioned to the customer.

How the AI recognizes a customer

Before using anything it remembers, the AI asks for the customer's name and email. If there is no record, or the customer prefers not to give them, the conversation continues normally, without memory.

What the customer sees

The AI says it has the customer's record without reading it out. Each fact comes up only when it is relevant, and as a question: "your last order was a moisturizer, and you mentioned your skin is on the dry side — is that right?" Something that was true last time may have changed, so the AI confirms instead of assuming.

The AI never recites a customer's profile or lists their spending. Someone who types another person's email receives a question, not that person's data.

What memory changes, and what it does not

• It changes the conversation. The AI's recommendations and questions take the customer's history into account, and its tone follows what worked with them before.
• It does not change your policy. Which rule applies to a customer comes from their customer segment. Memory personalizes the conversation within that rule. See Customer segments.
• It does not change the AI's autonomy. A good history with one customer never lets the AI act on its own in a money case where it otherwise would not.

When a Human Node takes the case

The case summary the Human Node receives includes what is relevant from the customer's history, so the Node does not start from zero either.