Agent Memory for Customer Support

1. Last 10 conversation turns (temporal)
   → Agent knows what was just said

2. Customer facts (semantic keyword: "customer preferences")
   → Agent knows this customer's settings and personality

3. Similar past tickets (semantic: embedding of customer's current message)
   → Agent finds 3 past tickets with same/similar issue

4. Solutions tried in those tickets (causal: what was attempted, did it work?)
   → Agent avoids suggesting failed approaches

import { Brain } from "brain-ai";

const memory = new Brain({
  namespace: "support",
});

// When customer message arrives:
async function handleSupportQuery(customerId: string, message: string) {
  // 1. Get recent conversation
  const recentTurns = await memory.retrieve({
    agentId: `support-${customerId}`,
    query: "What did we just discuss?",
    topK: 10,
    filters: { type: "conversation" },
  });

  // 2. Get customer preferences
  const preferences = await memory.retrieve({
    agentId: `support-${customerId}`,
    query: "customer preferences communication style",
    topK: 3,
    filters: { type: "customer_fact" },
  });

  // 3. Get similar past tickets
  const similarTickets = await memory.retrieve({
    agentId: `support-${customerId}`,
    query: message, // Semantic similarity
    topK: 3,
    filters: { type: "conversation" },
  });

  // 4. Build context for agent
  const context = {
    recentTurns,
    preferences,
    similarTickets,
  };

  // Agent uses context to craft response
  const response = await agent.chat(message, context);

  // 5. Store agent response in memory
  await memory.store({
    agentId: `support-${customerId}`,
    content: `Customer: ${message}\nAgent: ${response}`,
    type: "conversation",
    metadata: {
      customerId,
      turn: recentTurns.length + 1,
      timestamp: new Date().toISOString(),
    },
  });

  return response;
}

Customer: "Hi, I'm having issues with my export again."

Agent lookup:
1. Conversation history: Empty (new session)
2. Customer facts: 
   - "Prefers email over phone"
   - "Timezone: PST (UTC-7)"
   - "VIP tier, 2-hour SLA"
3. Similar past tickets:
   - Ticket #2401 (8 weeks ago): "Export timing out"
     Solution: "Increased database timeout from 30s to 60s"
   - Ticket #2156 (4 months ago): "Export returns empty"
     Solution: "Filter syntax issue, corrected to use 'AND' not 'OR'"
4. Solutions tried:
   - #2401: Increased timeout → WORKED
   - #2156: Filter syntax fix → WORKED

Agent response:
"I see you had export issues before. Last time, increasing the timeout from 30s to 60s fixed it. Let's try that first. I'm sending the fix via email (as you prefer) and will follow up by 4pm PST."

interface SupportMemory {
  agentId: string; // "support-{customerId}"
  namespace: "support";

  // What was stored
  content: string; // The actual message or fact

  // How to retrieve it
  type: "conversation" | "customer_fact" | "policy_decision" | "solution_tried";
  metadata: {
    customerId: string;
    ticketId?: string;
    turn?: number; // For conversation ordering
    timestamp: string;
    
    // For solutions_tried: did it work?
    outcome?: "success" | "failure" | "partial";
    
    // For customer facts: category
    category?: "communication" | "timezone" | "tier" | "account";
    
    // For policy decisions: who approved?
    approver?: string;
  };
}