Getting started

Key concepts: Living Knowledge, Living Memory, Living Context

In brief: Living Knowledge is what the Customer Agent knows, Living Memory is who it is talking to, and Living Context is where it is acting.

Every Unless agent runs on these three senses, which together give it a picture of the information, person, and situation involved in an interaction. Understanding their distinct roles makes it easier to see how the agent can respond in context.

Living Knowledge: what the agent knows

Living Knowledge is the Customer Agent’s self-maintaining library, built from Sources such as website pages, FAQs, files, and content retrieved through integrations. It provides the knowledge the agent uses to answer questions, and its organization can include topics that help prevent cross-product mix-ups.

Living Memory: who the agent is talking to

Living Memory is the layer that remembers customers across sessions. It helps the Customer Agent recognize the person it is interacting with over time, complementing the information in its knowledge base.

Living Context: where the agent is acting

Living Context connects the Customer Agent to the situation around an interaction. It can connect to CRM, billing, and product data, and to business systems and tools that support actions.

How the three senses work together

The three senses combine different kinds of information: Living Knowledge supplies what the agent knows, Living Memory helps it remember who it is talking to, and Living Context connects it to where it is acting. Together, they support customer interactions across channels and help the Customer Agent provide relevant answers or take configured actions.

These concepts describe complementary parts of how an Unless agent operates. Keeping the distinctions clear helps explain how knowledge, customer history, and connected systems contribute to an interaction.