harnyUse case
Memory for customer support
A support assistant answers from several systems that never join: tickets, calls, email and billing. Memory for customer support has to keep each customer's facts apart, hold the plan they have now beside the one they had last spring, and name the ticket behind every answer.
What you are building
An assistant that opens a conversation already knowing the customer: what they bought, what broke last time and what was promised. It drafts the reply for a human agent or answers the customer directly, and in both cases it speaks for the company.
Why memory decides whether it works
- Each customer is one person. Tickets, calls and email name the same customer in different ways. Every call names the user, so each customer's memory stays one memory.
- The plan they left is quoted with confidence. A ticket written before an upgrade still reads as true unless the newer value replaces it.
- An answer with no source cannot be checked. An agent who cannot see the ticket behind a claim either repeats it or goes to read the history.
What Harny provides
- Memory per user: a recall names the customer and returns that customer's memory, and nothing from another customer's.
- Current values with dated history, so a plan changed in June has one current value and May is still answerable.
- Dated evidence: every result names the data point behind it and the date it happened.
- Deletion: removing a data point removes the memories that rest only on it.
Getting there
- Send tickets, call transcripts and billing events to
POST https://api.harny.ai/v1/memory/ingest, each with its original timestamp. - Load the ticket history you already hold. Original timestamps keep each ticket on its own date.
- Call
POST https://api.harny.ai/v1/memory/recallwhen a conversation opens, and add the returned evidence to the prompt. - When a customer asks to be forgotten, call
DELETE https://api.harny.ai/v1/memory/ingest/{ingestionId}for each send.
Frequently asked questions
Does one customer handled by three agents become three memories?
No. Memory belongs to the user named in the call, so every agent who names the same customer reads and writes the same memory.
How do we stop the assistant quoting an old plan?
Send plan changes as new data points with their dates. Recall returns the current value with the date it changed, and the earlier value stays answerable by date.
What happens when a customer asks us to delete their data?
Delete the sends that hold it. The memories that rest only on those data points go with them.
Go on. Get Harny.
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