Getting started
Key concepts: Living Knowledge, Living Memory, Living Context
Understanding the three core concepts of Living Knowledge, Living Memory, and Living Context is essential to grasp how the Unless Customer Agent operates effectively. These three “senses” work together to provide the agent with a comprehensive understanding of what it knows, who it is interacting with, and where it is acting. This integrated approach enables the agent to deliver accurate, personalized, and context-aware responses across various customer interactions.
what are the three senses?
The three senses form the foundation of the Unless AI platform’s intelligence, each serving a distinct purpose:
Living Knowledge: This is the agent’s knowledge base. It consists of structured content drawn from your organization’s Sources, such as website pages, FAQs, documents, and other relevant materials. Living Knowledge is organized into a Content library and published as a customer-facing Help Center. It represents the static information the agent can reliably reference to answer questions.
Living Memory: This sense captures who the agent is talking to. It stores per-customer data such as preferences, interaction history, sentiment, and goals. Living Memory is scoped per agent and kept private to ensure personalized and consistent conversations over time. It helps the agent remember past interactions and tailor responses accordingly.
Living Context: This sense provides real-time data about where the agent is acting. It connects to your CRM, billing systems, ERP, support tools, and custom APIs to supply live customer activity and system state information. Living Context enables the agent to understand the current situation of the customer and act within your systems of record.
Together, these three senses give the Customer Agent a holistic view that combines static knowledge, personalized memory, and live context.
how living context works
Living Context is a dynamic data source that the agent queries live during conversations. It integrates with various systems through:
Standard connectors: Pre-built integrations for popular platforms like Salesforce, Hubspot, Zendesk, Jira, and others.
MCP servers: Model Context Protocol servers that expose proprietary internal tools or data with audit trails.
Custom connectors: Built using the Unless connector framework for unsupported or bespoke systems.
Field mappings control which data fields are exposed to the agent, and sensitive information is tokenized using the Privacy Vault to ensure compliance with privacy regulations. If a connector is slow or fails, the agent gracefully degrades by continuing the conversation without that data.
why the three senses matter
By combining Living Knowledge, Living Memory, and Living Context, the Customer Agent can:
Provide accurate answers based on up-to-date and verified content.
Personalize interactions by recalling customer history and preferences.
Act intelligently within your operational systems using real-time data.
This triad supports the agent’s ability to serve customers effectively across all four lifecycle moments: Acquisition, Retention, Sales expansion, and Support.
conclusion
The three senses—Living Knowledge, Living Memory, and Living Context—are the pillars that empower the Unless Customer Agent to deliver smart, personalized, and context-aware customer experiences. Understanding how these components work together helps you configure and optimize the agent to meet your organization’s unique needs and deliver value throughout the customer journey.