New: a customer database, and the AI recognises who is calling

Until now every booking, refund and order carried its own separate copy of the customer’s details, and nothing joined them up. A person you had dealt with twenty times was a stranger on the twenty‑first, and the AI had to ask for an email address on every single call — the least reliable thing that happens on a phone line. There is now one record per customer, matched on their email address or phone number, and the AI recognises whoever is calling from the number they are ringing from and uses what you already hold. Records are created for you as calls come in, and everything that customer has ever booked, ordered or asked for a refund on sits on one page. You can add your own fields too — a flat number, a boiler model, a policy reference — and the AI can read those on a call.