Siena Customer Memory: Enhanced Personalization

A new way to make every customer interaction more meaningful.

What's Changed?

Siena now remembers important details about your customers across conversations, creating more personalized and contextual interactions. This means your customers won't have to repeat their preferences, and you can provide more tailored support from the very first message.

How It Works

Siena Memory automatically captures and stores key information during conversations. There are four standard memory categories:

• Preferences
• Milestones
• Feedback
• Complaints

Siena will automatically categorize important details she learns from conversations with your customers into these buckets.

In addition to the standard memory categories, you can create custom ones that you define yourself. This is as simple as providing a name for your new memory category and a brief description so that Siena knows what to look for in conversations.

Some examples of what can be captured as memories are:

• Personal preferences, like colors and styles
• Important dates and milestones, like birthdays and first purchases
• Allergies or favorite flavors
• Bad experiences with products or services

To start using Siena Memory, navigate to the AI Settings within Siena, then turn on the Memory feature. The default memory categories will automatically begin to populate as your customers converse with your brand.

You can then add any custom categories at any time for additional information you want to capture.

How Memories Are Used

This information is then seamlessly integrated into conversations, allowing Siena to provide more relevant and personalized responses. She can make use of this information to avoid asking repetitive questions and to make better recommendations to your customers. If she already knows that one customer prefers straight fit jeans or another is allergic to peanuts, she can tailor her answers to them.

When Siena learns a detail about a customer, she will also check all existing memories she has about them. If the new information is an update to an existing detail, then she will update that memory instead of creating a new one. This ensures her knowledge of your customers is always up to date.

When Does Siena Memory Creation Run?

Siena Memory runs on all messages that Siena has an opportunity to respond to or take some action on. It does not operate if you have rules in place to stop Siena from responding to specific topics. These rules are the ones you set up in Siena's Rules Based Engine and Content Moderation. So if a message triggers one of those rules, Siena will not use that message to create or update memories.

What You'll See

In your conversations, you'll notice Siena referencing previous interactions and customer preferences naturally. For example, if a customer previously mentioned they prefer email communications or specific product features, Siena will automatically consider these preferences in future interactions.

You’ll also be able to see in the Siena inbox anytime a memory has been capture, and explore the details of that memory and any others Siena has about the customer. From here, you can manage those memories if you ever need to remove any.

Current Memory Features

The first version of Memory focuses on core functionality:

• Automatic information capture during conversations
• Seamless integration of customer preferences
• Historical data utilization from past chats
• Real-time updates to customer profiles

Success Indicators

You'll know Memory is working effectively when:

• Customers express appreciation for not having to repeat information
• Support interactions feel more personal and contextual
• Resolution times improve due to better context awareness
• Customer satisfaction scores increase

Need help or have questions? Our support team is here to help you make the most of Memory.