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    Using Persistent Memory in Bots

    3 min read
    Introduction

    Persistent Bot Memory is an innovative feature designed to enhance your chatbot's capabilities by remembering key customer details across different interactions. This functionality allows your bot to recall user preferences, past conversations, and customize future exchanges, leading to a more personalized and effective customer service experience.
    Prerequisites

    Before you can implement and use the Persistent Bot Memory feature, ensure you meet the following requirements:
    • A subscription to any tier of AI Chat For Business (Starter, Growth, or Professional).
    • Administrative access to manage and configure your chatbot settings.
    • A basic understanding of your chatbot's current operations and objectives.

    How It Works

    Persistent Bot Memory operates by storing and retrieving user data over multiple interactions. The memory is categorized into two types:
    • System Facts: Automatically tracked by the bot, such as the last interaction date or total interaction count.
    • Custom Facts: Defined by you to meet specific needs, like customer preferences or order history.


    > Note: Always comply with privacy regulations and obtain customer consent when storing personal data to ensure transparency and build trust.
    Step-by-Step Guide
    Step 1: Access Bot Settings
    1. Log into your AI Chat For Business account.
    2. Navigate to the My Bots section from the main dashboard.
    3. Select the bot you wish to configure.
    4. Click on Settings to open the bot configuration panel.

    Step 2: Enable Persistent Memory
    1. In the Settings panel, locate the Memory tab.
    2. Toggle the Persistent Memory option to enable it.
    3. Click Save Settings to apply the changes.

    Step 3: Define Custom Facts
    1. Under the Memory tab, click on Custom Facts.
    2. Click Add New Fact to create a custom memory fact.
    3. Enter a Fact Name (e.g., favorite_product).
    4. Choose the Data Type (e.g., Text, Number, Date).
    5. Set any default values or conditions if needed.
    6. Click Save to store the custom fact.

    Step 4: Integrate Memory Usage in Flows
    1. Open the Bot Builder from the main dashboard.
    2. Select a conversation flow where you wish to use memory.
    3. Drag and drop the Memory block into your flow.
    4. Configure the block to use specific facts, such as greeting customers by their first name stored in memory.
    5. Test the flow to ensure it correctly utilizes the memory.

    Configuration Options
    • Persistent Memory Toggle: Enables or disables the storage of memory across sessions.
    • Custom Facts: Allows the definition of specific facts for the bot to remember, including data types and default values.
    • System Facts: Predefined facts automatically tracked, such as interaction counts and last interaction date.

    Best Practices
    • Regular Updates: Regularly review and update custom facts to maintain relevance.
    • Use Judiciously: Avoid excessive personalization that may seem intrusive to users.
    • Transparency: Clearly inform customers about how their data will be used and stored.
    • Testing: Test memory retrieval in sandbox environments before going live.
    • Compliance: Stay up-to-date with data protection regulations to ensure compliance.

    Troubleshooting
    Issue: Bot Does Not Remember Facts Solution: Ensure that persistent memory is enabled and custom facts are accurately defined and integrated into conversation flows.
    Issue: Incorrect Data Retrieval Solution: Verify that the data type and structure of custom facts align with the expected input in conversation flows.
    Issue: Privacy Concerns from Customers Solution: Provide clear data usage policies and allow customers to opt-out of data storage where necessary.
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