Long-Term Memory
The AI agent's ability to store and recall information across multiple conversation sessions over time. This enables personalized, context-aware experiences by remembering customer preferences, history, and previous interactions.
Long-term memory allows AI agents to build persistent knowledge about customers, their preferences, past issues, and interaction history. Unlike short-term memory which resets after each session, long-term memory creates continuity across weeks, months, or years of customer engagement.
In customer service, long-term memory transforms AI from a reactive support tool into a proactive relationship manager. The AI can recall that a customer previously struggled with a specific feature, remember their communication preferences, or reference resolved issues from months ago—creating deeply personalized experiences that build trust and satisfaction.
Long-term memory is typically implemented through a combination of semantic memory (facts and knowledge) and episodic memory (specific past events). Advanced AI agents intelligently retrieve relevant long-term memories based on current conversation context, balancing personalization with privacy and data management considerations.