Connect your systems

How integrations feed the three senses

In brief: More than 100 integrations feed the Engine’s three senses: Living Knowledge, Living Memory, and Living Context.

Integrations bring business information and systems into the Engine, where the three senses give that information distinct roles. This structure helps the Customer Agent draw on business knowledge, customer history, and the situation around an interaction. Together, the senses support a consistent experience across channels.

What each sense provides

Each sense contributes a different kind of information to the Customer Agent:

• Living Knowledge is what the agent knows about the business. It brings together Sources such as tickets, internal documents, Slack, Confluence, Google Drive, support recordings, and websites in a continuously updated library. The library serves as a shared source of truth for the Customer Agent, Team Assistant, and Help Center.
• Living Memory is who the agent is talking to. It includes customer preferences, history, sentiment, and goals, kept private per customer.
• Living Context is where the agent is acting. It connects to systems such as CRM, billing, ERP, support tools, and custom APIs.

These senses are distinct, but they work together as one system. The Engine uses their combined information to support customer interactions.

How integrations contribute

Integrations connect business information and systems to the Engine’s senses. Content from connected sources can become part of Living Knowledge, while connections to operational systems provide Living Context for the agent.

Living Memory carries customer information across sessions. This supports a connected experience across channels, so customers do not have to introduce themselves again.

How the Engine uses the senses

The Engine works through four phases: Train, Test, Deploy, and Analyze. During Train, it fills Living Knowledge and Living Context from connected sources. The agent can then be tested before customer exposure, deployed across customer moments, and analyzed to inform the next round of training.

The three senses give integrations a shared purpose: helping the agent know the business, recognize the customer, and understand the setting in which it is acting.