Preferences
Preferred channel, best response window, communication style, known contacts, language, and service expectations.
CustomerIQ
Turn every customer interaction into predictive operational intelligence.
CustomerIQ transforms fragmented conversations into unified identity, timeline evidence, predictive state, and real-time business context.
CustomerIQ benefits
Identity, memory, prediction, and decision support in one intelligence layer.
Most AI systems wait for a message, retrieve old text, ask a model, and respond. CustomerIQ does the deeper work before the live request: it extracts durable facts, updates customer state, predicts likely next needs, and assembles the right context instantly when the customer returns.
- Identity resolution keeps every interaction connected to the right customer state.
- Persistent customer memory captures durable facts, preferences, obligations, and evidence.
- Operational timelines show what changed, when it changed, and what evidence supports it.
- Predictive features and decision support precompute likely next needs before the customer asks.
InteractionSMS, voice, email, chat, payment, form, upload, support event.
ExtractionFacts, preferences, promises, obligations, sentiment, artifact expectations.
Customer stateProfile fields, memory graph, evidence records, timeline, prediction features.
Context readyThe right intelligence is prepared before inference begins.
Durable memory
Raw transcripts are evidence. They are not the memory.
CustomerIQ stores tenant-scoped customer facts with confidence, source event IDs, timestamps, and retention rules so the platform can reason over what is true now.
Open obligations
Missing documents, promised callbacks, unresolved blockers, pending approvals, and follow-up tasks.
Customer facts
Owned products, active quotes, lifecycle stage, support risk, recent topics, and operating context.
Behavior signals
Repeated billing questions, frustration trend, response timing, urgency, and channel switching patterns.
Evidence links
Every durable fact points back to the event, message, upload, call, or system record that supports it.
Expiration rules
Permanent memory, short-lived intent, stale predictions, and compliance-sensitive fields are handled differently.
Timeline and evidence
Temporal reasoning is where customer intelligence starts to feel alive.
CustomerIQ normalizes inbound and outbound messages, calls, emails, forms, payments, support events, quotes, invoices, missed responses, and artifact uploads into a customer timeline. The platform can answer the operational question that matters most: what changed recently?
customer.event.observedCustomer sent insurance quote follow-up by SMS.
customer.intent.detectedIntent updated: finish quote package.
customer.fact.extractedMissing artifact: driver license photo.
customer.need.predictedNext need: upload missing document.
customer.risk.changedUrgency increased due to repeated follow-up.
Prediction layer
Predictive intelligence leads the next conversation.
CustomerIQ precomputes likely next needs so OmniComm and VectraFlow do not rediscover the customer from scratch during a live conversation.
Customer: "hey"
"I see you were finishing the insurance quote and we were still missing the driver license photo. You can send it here and I will attach it to the quote."
next_needupload_missing_document
next_best_actionrequest_driver_license_photo
reasonpending quote artifact expectation
confidence0.91
Profile and feature store
Current customer state should be instantly loadable.
Embeddings are useful for finding evidence and documents. They should not be the source of truth for current intent, obligations, identity, preferences, risk, billing status, or next action.
current_intent
open_tasks
preferred_channel
sentiment_trend
lifecycle_stage
next_best_action
risk_score
urgency_score
pending_artifact_expectations
recent_topics
known_products
known_contacts
Context assembler
Prepared intelligence before inference.
Before an AI response is generated, CustomerIQ assembles a tight operational context packet: profile, session, open tasks, recent timeline, predicted next needs, relevant memories, documents, artifact expectations, tenant policy, and allowed actions.
{
"customer_profile": { "preferred_channel": "sms" },
"open_tasks": [ "driver_license_photo" ],
"recent_timeline": [ "quote_followup", "artifact_missing" ],
"predicted_next_needs": [ "upload_missing_document" ],
"relevant_memories": [ "responds_after_6pm" ],
"tenant_policy": { "allowed_actions": [ "attach_artifact" ] }
}
Activate durable customer intelligence.
CustomerIQ is persistent customer identity and predictive intelligence that transforms interactions into operational advantage.