Ember Memories are important pieces of information automatically extracted from customer conversations. Their purpose is to provide context for future interactions, making support more personalized, agile, and efficient.
For example, if a customer mentions they have a team of 18 people or expresses a specific preference, Ember will automatically save that information. When the same customer reaches out again, agents will have access to these details, enabling more accurate and tailored responses.
What Kind of Information Does Ember Save?
Ember identifies and stores key details shared by customers, such as:
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Preferences (e.g., preferred communication style or channels)
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Recurring questions or issues (e.g., “How do I manage users in the dashboard?”)
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Specific requirements (e.g., “We’re on the Business plan and need the API for integration.”)
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Operational context (e.g., “Our team has 18 members.”)
These details are saved as notes in the contact’s profile and are accessible to the entire team during future interactions.
Where to View Ember-Generated Memories
All memories captured by Ember are stored in the Notes section of the customer’s profile in your Akece dashboard.
To view them:
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Open the contact profile from the Akece dashboard.
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Go to the Notes tab.
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You’ll see all stored memories, organized by date and accompanied by the context in which they were captured.
These notes make it easier to follow up on customer history and ensure that each interaction is relevant and personalized.
If you have any questions about using Memories or want help activating this feature, feel free to contact us at [email protected] or reach out via social media @akece.ai. We're here to support you!