Memories

Collect key notes about an account to keep everyone on the same page without any manual work

Account memories were previously known as highlights, and now are AI-powered.

Memories are a great way for customer success / sales / or other customer facing teams to pass context to teammates responding to customer requests.

Account memories mark important pieces of information about a customer that show up at the top of every ticket:

• This account underwent a severe incident recently, so tread lightly on certain topics

• This account is undergoing an upsell

• This account is on legacy infrastructure or uses a certain obscure setup

• This account is a renewal risk so please loop in CSM on certain types of questions

AI Memories

Pylon's AI automatically extracts memories from your team's interactions with an account - across issues, call recordings, and more.

They automatically capture key context like stakeholder preferences, recurring pain points, technical requirements, and important decisions so your team always has the full picture when engaging with a customer without manually recording them and AI will automatically keep these learnings up to date.

When you ask questions in Ask AI or use Pylon's other AI features, memories will be cited as a source.

Account Detail

In the Memories tab of an account page, you can see all memories for an account - both manually added and AI generated.

Pin important memories to ensure they always appear at the top of the memories list and are surfaced on every issue for the account.

Issue Detail

When viewing an issue, Pylon surfaces relevant memories. All pinned memories for the account are always shown, along with additional memories that Pylon's AI determines are relevant to the specific interaction.