Customer context
Customer context
Give TR-AI and your agents a short history of the customer before they answer.
When enabled, TR-AI keeps a short summary of each customer’s recent tickets and includes it when answering, so replies acknowledge ongoing issues. Answers that used customer account data are never reused for another customer.
Customer memory — learned from your team only
- The summary is updated only from tickets a person resolved: tickets your agents solve in the help desk (all 8 help desks; on Salesforce, Zoho Desk, HubSpot, ServiceNow and Jira SM the requester’s e-mail is looked up on the case, ticket or contact — Jira only shows it when the reporter’s privacy settings allow), answers saved with “Save as approved answer”, and review drafts an agent approved. TR-AI’s own replies never change it.
- To keep cost low, a customer’s first resolved ticket is only noted; the summary starts with their second ticket (one small AI call per ticket after that).
- Each ticket is counted once. Erasing a customer (GDPR) removes their summary and the record of which tickets were used.
Tips & tricks
- Turn it on if many customers write repeatedly about the same account or project.
- Approving or editing review drafts from the dashboard also teaches the customer’s memory — not just the knowledge base.