01
Intent
What the customer is trying to do.
See it
One customer. Three agents. One profile.
Maya writes to support, talks to sales two weeks later, and replies to a marketing email a month after that. Watch what each agent writes, and what the next one already knows.
Before the first message, one sentence defined a dimension of your own. Churn risk: “talks about leaving, names a competitor, or a complaint that stayed unresolved”.
Illustration · scripted conversation
- Ediccio, connected
- Support copilot, done
- Sales assistant, done
- Marketing agent, connected
Act 3 · Marketing agent · a month later · by email, and she can reply
customer id · cust_8a3f
Sent by your marketing agent from your own address. Ediccio serves the profile; it sends nothing.
← search · Marketing agent · “customers asking about SSO”
→ cust_8a3f · matched on Intent · Evaluate SSO add-on
← read · Marketing agent · cust_8a3f
Maya, SSO is now on Team, as you asked. Want it on? Just reply.
Yes, switch it on. And add 6 seats, we'll be 30 from Monday.
→ write · Marketing agent · cust_8a3f
Done. SSO is on and 30 seats are live from Monday.
Conversation closed. Profile: 19 observations.
profile · cust_8a3f · Maya · Nori
19 observations
- Fields
- Maya
- Nori
- maya@nori.app
- Team, annual
- 30 seats
- SSO on
- Intent
- Reconsidering renewal (earlier value)
- Move to annual (earlier value)
- Evaluate SSO add-on (earlier value)
- Expand: SSO on, +6 seatsconfidence 0.87
- Pain
- Repeated dashboard logoutsconfidence 0.86
- Sentiment
- Frustrated (earlier value)
- Positiveconfidence 0.81
- Preferences
- Email, not phoneconfidence 0.90
- Churn risk · your dimension
- Elevated (earlier value)
- Low (earlier value)
- Lowconfidence 0.91
Support learned it. Sales used it. Marketing closed it.
36.0s / 36.0s
Illustration. Time is compressed; extraction runs in the background after each message. Values are shown in plain words; agents receive them as structured data.
Final profile · cust_8a3f
Fields
current value; earlier values are kept in the event history
- Name, Company
- Maya, Nori
- maya@nori.app
- Plan
- Team, annual (was Team)
- Seats
- 30 (was 24)
- SSO
- on
Dimensions
current value · confidence · history
- Intent
- Expand: SSO on, +6 seats 0.87 (Reconsidering renewal, then Move to annual and Evaluate SSO add-on, then Expand)
- Pain
- Repeated dashboard logouts 0.86
- Sentiment
- Positive 0.81 (Frustrated, then Positive)
- Preferences
- Email, not phone 0.90
- Churn risk (your dimension)
- Low 0.91 (Elevated, then Low, then Low)
No form to fill. No event schema. No agent told another anything. One sentence defined churn risk; one customer id did the linking.
What it remembers
A structured picture of each customer. Deepens every time they talk.
A dimensioned profile per customer: what they're trying to do, what's hurting, how they feel, what they prefer, the ordinary fields you'd expect, kept current as new conversations come in.
02
Pain
The problem they keep running into. The thing your product is failing them on, or the workaround they've stitched together.
03
Sentiment
How they feel in what they say, and how strongly. Not a single score: recent observations stay on the profile, each with its confidence.
04
Preferences
What they've told you they want or don't want. Drawn from things they've said, not a form they filled in.
05
The ordinary fields
Role, team size, stack, plan, channels they prefer. The things you'd expect on any customer record, kept current from what they say.
06
Evidence behind every field
Every value points back at the conversation it came from. You can always see why a profile says what it says.