Memory

Clerk Chat uses AI Memory, a powerful capability that connects every customer interaction across voice and messaging. Our AI automatically creates cross-channel memories for every call, SMS, and RCS conversation. This means your team can see the full story behind every interaction, not just isolated messages or calls.

Written By Jill Berkowitz

Last updated 4 months ago

Overview

Track customer sentiment automatically
Each interaction is analyzed in real time for tone and emotion. Whether positive, neutral, or negative, for instance, Clerk Chat helps your team spot trends, prioritize escalations, and celebrate wins.

Resolve issues faster
Every memory includes a clear timeline of previous calls, texts, and updates, so your team always knows what’s already been discussed.

Deliver a better customer experience
When your AI remembers who the customer is, what they asked last, and their contact details, conversations stay consistent and purposeful.

How Memory Works

AI Memory operates behind the scenes across both voice and text:

  • When a customer shares information on a call, such as their name or email, and the call ends or drops, Clerk Chat AI remembers that context.

  • If the customer calls back later or switches to text, the AI agent instantly recalls what was shared and continues the conversation right where it left off.

  • The same applies in reverse: a conversation that started over SMS can seamlessly continue over a call.

Insights

AI Memory powers more than just conversations, it also fuels Analytics Insights, which helps your team understand what customers are talking about, track conversation topics, and identify opportunities for improvement.