The customer never repeats themselves.
Every FormantAI agent opens a call knowing what was said, promised and asked for last time — on the phone, on WhatsApp, at the branch — and can show you where each remembered fact came from.
A voice agent with no memory is a stranger on every call. A voice agent with ungoverned memory is a liability on every call. We built the forgetting before we built the remembering.
Turn. Call. Customer. Portfolio.
Each tier remembers a different thing for a different length of time, and each has its own rule for what gets written, how long it stays, and how it is erased.
Inside one call
- Holds
- What was said thirty seconds ago: the amount already read out, the objection just raised, the language the customer switched to.
- Retention
- Cleared when the call ends. Never written to a store.
- Forget
- Nothing to forget.
What was said and promised
- Holds
- Redacted transcript, disposition, promise-to-pay date and channel, the turn-level checks, the grade.
- Retention
- Per journey window, set by your compliance owner — collections and renewals each keep their own clock. e.g. collections 180 days
- Forget
- Deleted on request; the grade survives with no identifiers.
Across calls and channels
- Holds
- Name pronunciation, preferred time and channel, the WhatsApp thread, the branch visit, the callback they asked for — each fact with its source and date.
- Retention
- While the relationship is active, then the journey window. Facts expire individually.
- Forget
- One request erases the record and its provenance trail, under DPDP. e.g. within 72 hours
What the cycle extracts
- Holds
- Patterns, never people: salary-delay phrasings, which bucket answers after 6 pm, which Tamil objection needs a shorter reply.
- Retention
- Lives in the model and the release notes of the weekly cycle.
- Forget
- Contains no individual, so a forget request leaves it untouched — by construction, not by promise.
Recalled, with receipts.
Before the greeting is spoken, the agent has the promise the customer made on the last call, the channel they asked for on WhatsApp, the callback they requested at the branch, and today's due amount from your LMS. Every fact carries its source and timestamp, so your QA team can audit what the agent "knew" the way they audit what it said.
And it opens the call like a colleague, not a database: it does not say "as you told us on the twelfth." It simply does not ask again.
Illustrative recall trace for one outbound call. replace with a live call's memory trace
Short memory inside long memory.
Turns live inside a call. Calls, messages and visits live inside a customer. Customers dissolve into a portfolio that keeps the lesson and drops the person.
Aadhaar, PAN, card, OTP and account numbers are masked in audio and text before anything is written. The memory store never holds them, so it can never leak them.
Retention windows are set per journey by your compliance owner, not by us. Collections, renewals and KYC each keep their own clock; facts expire individually.
A DPDP erasure request removes the customer record, its call records and the provenance trail, and returns a signed receipt to your audit store.
No fact without a source. "Said on 12 Sep call, 00:41." "WhatsApp, 14 Sep." "LMS, due_amount." A remembered fact the agent cannot cite is a fact it is not allowed to use.
Illustrative. replace with a live memory trace
Memory is a permission, not a feature.
What the agent may remember is a governance decision, made once by your risk team and enforced on every write. The same policy that says this agent reads due_amount and never the credit score also says what it may carry from one call to the next — and the learner may never widen it.
Memory lives in your tenant, in your region, alongside the recordings. Nothing crosses to another customer, another journey, or a shared model.
Four things the customer stops hearing.
"When can you pay?"
The agent already knows the customer promised Friday and missed it. The call starts from the promise, not from zero — in the tone the DPD bucket allows.
"Link ya branch?"
They said WhatsApp on 14 September. The link goes to WhatsApp. The question is never asked twice — across calls, not just within one.
"Kab call karein?"
They asked for after 6 pm at the branch. The dialler honours it inside RBI Fair Practices calling hours, and the agent does not ask again.
"Sunil ya Suneel?"
Pronunciation learned once, on the first call, and kept — in Hindi, Hinglish or Tamil. Graded for it by the evaluation model.