Using Memory in Zoom CX Insights

The Memory feature in Zoom CX Insights automatically personalizes the user experience across sessions. Rather than restating preferences, tracked metrics, or recurring comparisons at the start of every conversation, Zoom CX Insights remembers what matters so every response is tailored from the first message.

When a user asks about specific KPIs, queues, topics, or comparison patterns, the AI identifies declarative phrases and extracts them as stored memories. For example, statements like "I track AHT daily" or "I always compare long and short abandon calls" are recognized as signals worth remembering.

These memories are extracted by an LLM during normal conversation and automatically loaded into context at the start of the next session, so Zoom CX Insights already knows the workflow without requiring users to repeat themselves.

Requirements for using Memory in Zoom CX Insights

To use Zoom CX Insights, ensure the following prerequisites are met:
Note: Availability of CX Insights features and data visibility depend on your account’s licensing, connected data sources, and role permissions.

Table of Contents

How to access Memory settings

  1. Sign in to the Zoom web portal.
  2. In the top-right corner, click your profile picture or initials, then click My account.
  3. In the side menu, click CX Insights.
  4. At the bottom-left of the page, click your user avatar or name.
    A menu will appear.
  5. Select Personalization.
    The Personalization dialog box will open showing the Memory section.
  6. Click Manage to open the Saved Memories panel.

How to use the Saved Memories panel

The Saved Memories panel is where you can review, add, and remove all memories that CX Insights holds about your preferences and working style.

View saved memories

When you open the Saved Memories panel, each entry is displayed as a brief statement describing a preference or definition that CX Insights has captured. Memories are listed individually and can be removed at any time.

Add a memory manually

  1. In the Saved Memories panel, click + Add memory.
    A text field will appear with the placeholder "Enter a memory…"
  2. Type the preference, definition, or context you want CX Insights to remember.
  3. Click Save to store it, or Cancel to discard.

Delete a single memory

To the right of each memory entry, click the delete icon . The memory is removed immediately.

How memories are used during conversations

When Memory is active, the AI uses your saved memories to frame responses. Memories influence how CX Insights interprets terminology and prioritizes information. You can review how the AI applied your memories in any conversation by expanding the Thought process dropdown that appears beneath each AI response.

Tips for using Memory effectively