How many times you’ve faced this?
You explain your question on chat, only to have to repeat the exact same story on a phone/email to support two hours later.
Fragmented context is the ultimate friction point in customer experience. Today, the era of amnesiac AI is officially over.
I am incredibly proud to announce the launch of
Unified Memory for Alhena – a fundamental game-changer that sets a new gold standard for conversational CX.
To understand the impact, imagine this scenario:
A customer is browsing your site for a new jacket. They use the web chat to ask about sizing and fit, but get distracted and leave. The next day, they reply to an email campaign asking if that same jacket comes in blue.
Historically, this is where the experience breaks. The email or phone system has zero context of the chat, and the customer is forced to start over.
With Alhena’s Unified Memory, the system doesn’t just respond, it remembers. Alhena instantly recognizes the customer, recalls the sizing constraints discussed in yesterday’s chat, and seamlessly answers the email query with full context.
This is a massive leap forward for two critical areas:
🛍️ For Shopping: It transforms a standard bot into a highly personalized, white-glove digital concierge that remembers user preferences across channels, driving conversions and reducing cart abandonment.
🛠️ For Support: It drastically reduces Time-to-Resolution (TTR). Customers feel heard, agents (and AI) have immediate context, and frustration transforms into deep brand loyalty.
Kudos to Kang-Chi Ho, and the entire Alhena.ai team to make it hapen and take it through the finish line..
Curious about the architecture behind this and how you can leverage it? Full details in the comments