01
Capture signals
AI detects preferences, intent, usual services, and important changes during calls or chats.
Kelvia Customer Memory
Useful context for verified customers, across channels.
Kelvia separates preferences, history, and consent from unfinished work. Once identity is verified, voice, WhatsApp, webchat, and email can continue with the right context.
Voice + chat unifiedReusable preferencesBuilt for privacy
Sofia Martin
Recognized profile
Useful facts
preferred_channelWhatsApp
preferred_timeafternoons
usual_servicedental cleaning
last_intentreschedule
Timeline
Called to move a booking
voice - 3 days ago
Confirmed the new time
WhatsApp - 2 days ago
Accepted reminders
consent - active
Next best action
Offer an afternoon follow-up check-up and confirm it over WhatsApp.
Without memory
Customers repeat their story
Staff search for notes manually
Follow-ups depend on someone remembering
With Customer Memory
AI recognizes previous context
Every channel shares operational history
The next action is already prepared
Workflow
How a conversation becomes useful memory
Kelvia does not store noise. It structures facts, events, and consent that can improve the next interaction.
02
Structure context
Data becomes memory facts, events, and a customer profile tied to the right tenant.
03
Act with continuity
The next conversation starts with context: favorite channel, recent actions, and recommendations.
Unfinished work
A half-finished booking or quote does not have to restart from zero.
Kelvia separates customer preferences from work state: what they were trying to do, what is still missing, and whether the task is active, paused, or closed.
01
Start
The customer begins a quote, order, booking, or support request and leaves some information for later.
02
Pause or switch
They can leave that task unfinished, discuss another topic, and keep each piece of work separate.
03
Resume later
In a later verified interaction, Kelvia restores the summary and continues from the missing detail.
04
Close deliberately
A task is explicitly completed or cancelled; temporarily changing topic does not close it.
Identity, not the channel, unlocks continuity
Resuming across sessions or channels requires a verified customer binding with customer-profile access. Voice, WhatsApp, webchat, or email can continue the task only after resolving that person.
An anonymous call stays inside that call
It can keep isolated context while the call is active, but it does not create or retrieve persistent task memory across sessions.
When several tasks match, Kelvia asks
If two quotes, bookings, or support cases could match, Kelvia presents the choices and asks the customer to select one; it does not guess which to resume.
Detailed context remains for the configured continuity window. Afterwards, sensitive notes and free-text fields are redacted, leaving only the minimum needed for safe recovery.
Trust
Memory with operational control
Customer Memory is designed to be useful without becoming a black box.
Tenant-scoped
Context stays inside the business tenant.
Verified sessions
Private customer actions are tied to a temporary verification, not only to a phone number typed into chat.
Consent-aware
Channels and purposes respect customer permissions.
Auditable
Relevant memory changes stay traceable for the team.
Make every conversation start ahead.
Customer Memory turns scattered conversations into a continuous relationship.