Contact Intelligence
huumaan builds a continuously updated profile for every contact in your system — combining structured data, behavioural signals, and semantic context into a single intelligent record that grows richer with every interaction.
The profile
Purchase history
Every order, SKU, value, and frequency — automatically pulled from your payment processor and CRM.
Support interactions
Every ticket, resolution time, sentiment score, and escalation — stored and surfaced at the right moment.
Communication preferences
Preferred channel, best time to reach, response rate by format — learned from actual behaviour, not guesswork.
Sentiment signals
Tone analysis across every interaction — positive, neutral, at-risk, or frustrated — tracked over time.
Response patterns
When they open, when they reply, what subject lines get clicks, what messages get ignored.
Lifetime value
Current and projected LTV calculated in real time as new data flows in from purchases and renewals.
Churn risk signals
Declining engagement, support spikes, and payment behaviour combined into a single risk score.
Custom attributes
Any field from your CRM, product database, or data warehouse — synced and queryable as part of the profile.
Architecture
Every contact profile lives across two complementary layers — one optimised for precision, one for meaning.
Structured database
A traditional relational database stores the hard facts — name, email, plan, purchase count, last contact date, custom CRM fields. This layer is fast, exact, and perfect for retrieval when you need a specific value.
Vector database
Every message, ticket, and interaction is embedded as a vector — capturing tone, intent, and context. This layer enables fuzzy, contextual retrieval: finding relevant history even when the wording is completely different.
Memory in action
A contact submits a form, opens an email, or raises a support ticket. huumaan creates a profile and records the channel, timestamp, and intent.
Connected integrations pull in CRM data, payment history, and previous interactions. The profile gains structured attributes within seconds.
Replies, opens, clicks, and sentiment signals are captured across every channel and woven into the semantic layer of the profile.
huumaan starts recognising preferences — best channel, best time, tone that works, objections that come up — and adjusts its approach automatically.
The profile continues updating indefinitely. Every new interaction adds to the record. Nothing is ever lost or overwritten.
Privacy by design
Memory only works if it can be trusted. Every aspect of how huumaan stores and handles contact data is designed with privacy and security as the baseline — not an afterthought.
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