Customer history in one query
Customer opens chat complaining about a bug. Agent asks "what is this customer history?". ValorBrain returns the last 6 tickets, current plan, NPS, contacts with the product team. Personalized answer in 30 seconds.
All verticals
schema_pack · support
Customer support
Resolved tickets, FAQs and customer feedback accessible to the agents that respond.
Support teams get repeated questions, but the exact answer for each case depends on customer history, plan, prior tickets. ValorBrain gives the answering agent the full customer history without having to open 5 tabs.
What changes
Same job, with and without organizational memory.
Without
With ValorBrain
Customer reports a bug. Agent has to open 3 systems to see past tickets
Schema pack "support" structures: ticket, faq, feature_request, customer_history, escalation
FAQs go stale and customers get instructions for old UI
Customer history cross-channel (chat + email + tickets) in a single context
Feature requests get lost between support and product
FAQs with version and validated channel (stale FAQ auto-flagged)
Every new support agent starts with no context on this week cases
Feature requests aggregated with volume and customers who asked
—
Connectors with Intercom/Zendesk/Slack centralize ingest
In practice
Concrete paths teams already run.
FAQ vs reality
FAQ says "click on Settings > API Keys". Reality probe against the current UI confirms the path. When we change the UI, drift detects and flags the FAQ to update before customers complain.
Consolidated feature request
12 different customers asked for the same feature in separate tickets. Schema "feature_request" aggregates: volume, customers, plan, urgency. Product sees a clean signal without digging through tickets.
Schema pack support
Observation types the decision-extractor captures in this domain.
| type | captures |
|---|---|
ticket | Tickets with customer, problem, applied solution, time |
faq | FAQs with version, channel, validity against current UI |
feature_request | Requests aggregated by volume and customer profile |
customer_history | Cross-channel history per customer |
escalation | Escalations with reason, owner, resolution |
Agents
MCP-compatible clients at mcpbrain.valor.digital.
- Claude
- GPT-4
- agent custom Intercom
- support bot
Run this for customer support
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