Customer Conversation Memory

What does this mean?

Demonstrates attentive, personalized account management that strengthens trust and loyalty while enabling faster follow-up, cleaner handoffs, and earlier risk detection without rewatching recordings or chasing notes.

How it works?

Transcribes customer calls, extracts success plans, risks, and action items, and makes every conversation searchable with citations and timestamps for instant retrieval of stakeholder context and commitments.

Workflow steps

Step 1: Trigger on call completion

The Workflow activates automatically when a customer call ends—whether captured via the Meeting ended trigger or synced from a platform like Gong.

Step 2: Transcribe the conversation

Cassidy processes the recording and generates a full transcript, complete with timestamps and speaker identification, so every word is captured and searchable.

Step 3: Extract key insights

Cassidy analyzes the transcript to pull out success plans, risks, action items, and stakeholder commitments—drawing on your Knowledge Base for context on accounts and history.

Step 4: Structure and store conversation data

The extracted insights are formatted and saved to your Knowledge Base or CRM, tagged with citations and timestamps for instant retrieval later.

Step 5: Surface risks and follow-ups

The Workflow flags any risks or time-sensitive action items, routing them to the appropriate team member via Slack or email so nothing slips through the cracks.

Step 6: Enable instant retrieval

Team members can now search past conversations by stakeholder, topic, or commitment—getting the context they need for follow-ups, handoffs, or renewals without rewatching recordings or chasing notes.