Caller memory
Your regulars shouldn’t have to introduce themselves every time.
Most AI receptionists forget you the moment you hang up. Ours doesn’t. It recognises the number, remembers what was said last time, and picks up where the conversation left off — so the second call is shorter and warmer than the first, and the tenth is better still.
None it has already answered
Questions a returning caller answers again
None — it is on by default
Set-up needed
One switch in your dashboard
Turning it off
The same customer, two weeks apart
Here is the difference in practice. Play the first call, then the second — nothing was typed in between, and no one updated a CRM record by hand.
First call
Monday, 9:14am
Press play to hear how it goes.
Two weeks later
Thursday, 4:02pm
Press play to hear how it goes.
Notice the second call confirms the address rather than assuming it. That is deliberate — details it is less certain about are put as a question, never stated as fact.
What it holds on to
Small, specific facts rather than a wall of transcript — each one stored separately with a note of where it came from, so it can be corrected, expired or erased on its own.
Who they are
Name, and how they like to be addressed. Nobody enjoys spelling their surname twice.
Where they are
Address and postcode, so the engineer goes to the right door without another round of questions.
What they own
The boiler, the car, the property — whatever your trade turns on. Make, model, rough age.
What went wrong before
Past issues and how they were resolved, so a repeat fault is recognised as a repeat.
What you promised
If the receptionist said an engineer would come Tuesday, it knows that next time they ring.
How they like to be reached
Best callback time, preferred channel, and any access notes like "ring the side door".
A wrong memory is worse than no memory
Greeting somebody by the wrong name undoes months of goodwill in a second, while a missing detail costs one ordinary question. We built it around that trade-off, and it is why the receptionist would rather ask than assume.
01
It writes down what it heard — it does not invent
Facts are pulled out of the words the caller actually said, by pattern matching. The language model never writes to memory during a call, so it has no route to turn a guess into a remembered fact.
02
A guess never overwrites something you were told
Every fact carries where it came from. Something the caller said out loud outranks something inferred, and the lower-ranked source is simply dropped rather than allowed to overwrite.
03
If it is not sure, it asks instead of asserting
Below a confidence floor a fact is never shown to the AI at all. In the middle band it is flagged ask-do-not-assert, which is why you hear "still 14 Mill Lane?" rather than a confident statement.
04
Corrections win, and leave a trail
When someone corrects a detail, the new version supersedes the old one and the old one is kept for audit. People move house and change their minds; the record should show both.
05
Stale facts expire on their own
A reported fault and a promised appointment both have a shelf life. They time out, so the receptionist stops confidently bringing up something from two winters ago.
06
One customer can never see another customer’s callers
Memory is keyed to your account and the caller’s number together — never the number on its own. There is no query in the system that can fetch a caller’s facts without your account id.
You decide how much it keeps
Memory is on by default because it makes the receptionist better, but every part of it is yours to switch off. All of this lives in your dashboard, not in a support ticket.
A single off switch
Turn memory off and nothing is recalled and nothing is written. No quiet profile building up in the background for later.
Granular toggles
Greeting by name and referring to the last call are separate switches. Some businesses want one and not the other.
Your retention window
You choose how long facts live. Anything past the window is swept automatically.
Callers can opt out
A caller can ask not to be remembered, and that choice sticks for that number.
"Forget my details" just works
If someone says it on a call, their record is erased there and then — no ticket, no waiting.
Erase on request
A GDPR erasure request wipes the profile and every fact attached to it, in one call.
Card details are never stored
Payment card data is refused at every point where memory is written. There is no setting that turns that off.
How this differs from a CRM lookup
Plenty of platforms can read a name out of a CRM record you typed in yourself. That is a useful thing, and it is not this.
| CRM lookup | Silux Voice caller memory | |
|---|---|---|
| Where the detail comes from | A record somebody typed in | What the caller said on the phone |
| Kept up to date by | Your staff, manually | The conversation itself |
| Knows what was promised last call | Only if someone logged it | Yes, and it expires when it goes stale |
| Handles a correction mid-call | Needs editing afterwards | The correction wins immediately |
| Confidence in each detail | Not tracked | Scored — unsure details are confirmed, not asserted |
If you already run a CRM, keep it — caller memory sits alongside it and fills in what never made it into a record.
Questions people ask
What does the AI receptionist actually remember between calls?
Details the caller gave you: their name, address and postcode, the equipment involved, the problem they reported, what was arranged, and how they prefer to be contacted. Each one is stored as a separate fact with a note of where it came from and how confident we are in it.
How does it avoid getting things wrong?
Facts are extracted from what the caller said using pattern matching rather than generated by the language model, so the model cannot invent a memory. Each fact carries a source and a confidence score, a lower-trust source can never overwrite a higher-trust one, and anything below the confidence floor is either withheld or spoken as a question rather than a statement.
Can I turn it off?
Yes, in your dashboard, per account. With it off nothing is recalled and nothing is written — there is no hidden profile accumulating in the background. Greeting by name and referring to the previous call are separate switches, so you can keep one and drop the other.
Does this mean the AI repeats itself less?
That is the point. On a second call it opens with what it already knows and skips the questions it has answers to, so a regular customer is not asked for their address for the fifth time.
Is one customer’s data ever visible to another business on the platform?
No. Every memory record is keyed to your account and the caller’s phone number together, and every read filters on both. The isolation is covered by automated tests that fail the build if it ever stops holding.
What happens if a caller asks to be forgotten?
If they say it during a call, the receptionist erases their record immediately. You can also erase a caller from the dashboard, and an erasure request removes the profile along with every fact attached to it.
How long is a caller remembered for?
You set the retention window for your account and anything older is swept. On top of that, individual facts have their own shelf life — a reported fault and a promised appointment both expire on their own, so old detail is not brought up as if it were current.
Does it cost extra?
No. Caller memory is part of the receptionist on every plan, including the free tier, and it is on by default with the controls in your dashboard.
Let your customers stop repeating themselves
Point us at your website and the receptionist is ready in a couple of minutes. Memory is already switched on — the second call from a regular will show you why.
Related
How it works
Four ways to point your calls at the AI without losing your number.
Every feature
The full capability list across answering, voice, scheduling and compliance.
Comparison matrix
Silux Voice against the field, capability by capability.
For plumbers
Repeat customers, repeat boilers — memory earns its keep fastest here.
Security & privacy
Where the data lives, who can reach it, and how to erase it.