Personalisation without creepiness
Agentric Team ·
Cross-channel memory is the feature that makes the assistant feel like a real receptionist — and also the one with the finest line between "impressive" and "uncomfortable". Getting it right is about what gets surfaced, when, and how.
The right side of the line
Remembering context for service:
- "Hi again — is this about the boiler survey on Friday?" — relevant, useful, clearly prompted by their enquiry.
- Surfacing their prior need when they raise it: "Last time you asked about combi pricing — did you want to pick that up?"
What makes it work: the memory serves their current need, at their prompting or in context.
The wrong side of the line
- Unprompted intimacy. "Hello Sarah, you called about your boiler last Tuesday" before they've said anything — technically possible, practically unnerving.
- Revealing more than needed. The assistant shouldn't volunteer their history — just use it to serve the current conversation.
- Cross-pollination. Nothing from one tenant ever leaks to another — that's isolation, not just taste.
The design rules we apply
- Memory surfaces in context — when the caller's current enquiry connects to a stored one.
- Callers can ask what's held ("what do you know about me?") — answered honestly, and erasable via your deletion flow.
- Summaries, not transcripts, feed memory — the substance persists, the raw record is under your retention control.
- Disclosure stays consistent — the AI status and recording notices apply every time.
The trust balance
Customers expect businesses to remember them — that's what "relationship" means in a local service. What they don't want is a business that demonstrates surveillance. The difference is intent: memory used to serve them is a feature; memory displayed to impress is creepy. We build the former.