Siena Memory

A new way to make every customer interaction more meaningful.

What Changed

Siena now remembers important details about your customers across conversations, creating more personalized and contextual interactions. It 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:

Siena will automatically categorize significant 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. It 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:

• 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 Memory page within Siena Settings, 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.

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.

Analyzing Your Customer Memories

If you want to analyze memories across all of your customers to find trends that you can take action on, you can visit the Insights tab.

How Siena Memory Works

1. Data Collection: The system processes Memory feedback data (up to 2,000 entries per analysis)
2. Insight Generation: AI identifies key themes and patterns in the feedback
3. Recommendation Creation: The system generates 5 actionable recommendations
4. Report Generation: A standardized, visually appealing report is created

Using Siena Memory

Accessing the Feature

1. Direct customers to the Memory option in the primary side navigation

2. From there, they can select "Insights" tab

3. First-time users will see an introductory screen with an "Get Insights from Memories" button

   

Running a Report

1. Choose a date range (options include Today, Yesterday, This Week, Past 7 days, or a custom range up to 7 days)

2. Click "Generate Insights"

   Note: a minimum of 100 memories must be present to run a report

3. The system processes the data (typically under 30 seconds for 2,000 entries)

4. Results are displayed in a standardized, interactive format

Using the Report

• Key Recommendations are prominently displayed at the top
• Clicking on a recommendation anchors to supporting data
• Reports can be exported as PDFs for sharing
• Previous reports are accessible through the Reports tab