SYSEVO / CALLER MEMORY
They told you once. Your agent remembers.
The person, the preferences, the last conversation.
Context for the next hello. Direction for the next action.
“A quiet room away from the lift, please. I’ll be arriving late on Friday.”
See caller memory in action
Watch how caller context carries forward, so returning customers do not have to start from scratch.
THE DIFFERENCE IS IN THE HELLO
Listen to the first conversation. Then hear how the next one starts with what your customer already told you.
The room feels familiar. So does the welcome.
Thank you for calling Harbour House. How can I help?
Hi, I’m Alex Morgan. I’d like a quiet room away from the lift, and a late check-in on Friday.
Of course, Alex. I’ll note your room preference and your late arrival for Friday.
Lovely to hear from you again, Alex. How can I help with your next stay?
I’d like to book for Friday again, please.
Of course. I’ll look for a quiet room away from the lift. Will you need a late check-in again?
Fictional businesses and callers. ElevenLabs voices illustrate memory behaviour; live agent voices are configurable. No real booking or customer data.
01 / WHAT THE CONVERSATION REVEALS
Call analysis turns the conversation into a summary, sentiment, outcome and structured fields. Memory, your CRM and call actions all use that foundation.
“I’m looking for two bedrooms with parking, up to £1,600. Evenings work best, and email me the details.”
Prepare the viewing
Create follow-up task
Draft property details email
Action suggestions are checked against the current call, your settings and approval rules.
Capture up to 15 custom fields per scope as text, numbers, yes/no or lists. Account-wide fields can be supplemented or replaced per agent.
Property requirements, hospitality requests, service needs and industry-specific outcomes become useful data, rather than notes someone has to decode.
Review recent extractions alongside the conversation. Unconfirmed details can be checked on the next call, and changed schemas apply to new calls.
02 / A PROFILE YOUR WHOLE TEAM CAN USE
A living profile combines what the AI learned with your team’s notes. Open the same context from Caller Profiles or the CRM contact, and follow the story from conversation to follow-up.
Property enquiry · 3 calls
Discussed King Street. A viewing after 6pm was requested; details preferred by email.
Sensitive fields are hidden; sensitive details are not given to the agent.
FROM A CALL TO A CONTINUING RELATIONSHIP
Memory works between conversations. Here’s the journey, from the first detail to the next useful hello.
01 / Listen
Your caller explains what they need in their own words. After the call, the AI extracts useful details: who they are, what they prefer, what happened and what needs to happen next.
First conversation
“I’d like a quiet room away from the lift.”
02 / Remember
Those details become structured facts in the caller’s profile within minutes. New information updates the current picture while earlier versions stay in the history. Your team can see what changed.
A familiar caller
A preference saved. A customer understood.
03 / Recognise
When the caller returns, their number matches the profile. Your agent receives the selected identity, history and preferences before speaking, so it can pick up the conversation and confirm what still applies.
A familiar caller
“Lovely to hear from you again, Alex. How can I help with your next stay?”
04 / Continue
With shared memory groups on Growth and Command, your daytime receptionist and after-hours agent use the same caller profile. The CRM carries the context into the team’s follow-up, without starting the story again.
A familiar caller
A new agent. The same customer story.
First conversation
“I’d like a quiet room away from the lift.”
03 / WHAT MEMORY SETS IN MOTION
Timing, requirements, contact details and preferences make the next step more useful. Follow the illustrated order from context to decision, internal work, reviewed follow-up and a recorded result.
01 / Context
Jamie prefers evening viewings, needs parking and wants details by email. That memory shapes the conversation. Today’s call supplies the fresh instruction: arrange the King Street viewing for Thursday at 6:30pm.
“Thursday at 6:30 works. Please email me the details.”
02 / Decision
The analysis captures the agreed appointment and follow-up. Each action checks its confidence threshold and configured conditions. Memory informs the interaction; an old preference alone does not authorise a new booking or message.
“Thursday at 6:30 works. Please email me the details.”
Illustrative extraction confidence: 96%
03 / Internal work
Configured internal actions create the follow-up task and put the appointment agreed on the call into the calendar. The CRM receives the latest details, so the team starts with the same context.
“Thursday at 6:30 works. Please email me the details.”
Internal actions shown as complete in this illustration.
04 / Customer follow-up
Prepare the follow-up email and the configured links the caller requested. The recipient comes from your CRM and the links from your settings. Customer-facing actions enter the approval queue before anything is sent.
“Thursday at 6:30 works. Please email me the details.”
Hi Jamie, here are the details for your King Street viewing on Thursday at 6:30pm. We’ll check the parking arrangement before you arrive.
Recipient and links come from your configured records.Nothing is sent from this interactive illustration.05 / Continuity
Action attempts are logged, whether they ran or failed. Your team can review and retry failures. The latest call updates the profile, keeping the new request, conversation and outcome available for the next interaction.
“Thursday at 6:30 works. Please email me the details.”
The next agent sees the latest conversation and outcome.
“Thursday at 6:30 works. Please email me the details.”
Follow-up tasks and agreed calendar appointments, with the caller’s details written to the CRM as the call is analysed.
Branded emails, payment links, published forms, expiring Vault document links and review requests enter the approval queue before reaching the caller.
Your configured agent workflow and connected tools determine the sequence and task completion. Memory supplies context; call actions run after analysis against the current request, confidence and rules. Nothing in this example creates records or sends messages.
Explore every call action and its controls04 / MAKE THE AGENT WORK WITH WHAT IT KNOWS
Decide which memory enters the conversation, how it appears in the agent’s wording and which agents share it. The agent uses memory as background reference, checks uncertain details and follows the workflow you configure.
Welcome back, Jamie. You called about King Street. Would an evening viewing still work best?
The linked agents use the same caller context in this example.
Use remembered names, email, city, preferences and the last outcome in prompt variables. Sysevo-built agents come with memory woven into their wording.
Campaign data fills gaps; what the caller says now takes priority. A changed preference should shape the next step, with earlier values retained in the profile.
Your agent’s business knowledge and connected tools check what is actually possible. Memory adds the personal context; the workflow decides how to act.
PERSONAL BY DESIGN. CONTROLLED BY YOU.
Give your agent enough context to be helpful, with controls that match how your business works.
Switch memory on per agent. Choose whether it uses identity, call history, preferences and delivery addresses. Set how many previous calls it reads, from 1 to 20.
05 / WHAT THIS UNLOCKS ACROSS THE BUSINESS
A remembered detail becomes useful wherever the work happens. Follow Sam’s boiler service enquiry from the next conversation to the people and tools that carry it forward.
A familiar caller.
A continuing service enquiry.
“Thursday afternoon is best.”
Boiler service · Sam Patel
Fictional caller and illustrative outcomes. Current requests, connected tools and your approval rules determine what runs.
How analysis, profiles, tailored agents and call actions work together.
Call analysis reads a finished conversation and extracts a summary, sentiment, outcome and structured fields. Caller memory retains useful context for the next conversation, while the CRM and caller profile show that context to the team. Configured call actions use the current analysis to create follow-up tasks and agreed appointments, or queue customer-facing emails, payment links, forms, documents and review requests for approval. Remembered preferences help the agent ask better questions and shape the follow-up; a past preference alone does not authorise a new action.
A CUSTOMER UNDERSTOOD. A NEXT STEP TAKEN.
Bring us a customer journey. We’ll connect the remembered context, the agent’s response and the actions that move the work forward.
See your memory workflowView the full feature guideExplore the practical details behind the workflow.
