We created Unified Context™ around one question: how can an AI agent understand a customer’s situation if important parts of that history are scattered across the company?
A proposal may be in the CRM. The payment, in the financial system. An agreement, in a contract. The explanation of a specific need, in a meeting. When the customer sends a new message, all of this may be important for understanding what they need.
Our intention with Unified Context™ is to connect these parts and give agents a more complete foundation for operating in systems that use the technology.
The customer’s story unfolds in many places
Within a company, each tool serves a purpose. The CRM organizes opportunities. The calendar records appointments. The financial system tracks payments. Communication channels receive questions and requests.
The customer moves through these processes as part of a single relationship. They may become a lead, negotiate, sign up, pay, schedule an appointment, and talk to the team again. Each step adds something that may be relevant in the next interaction.
We placed this continuity at the center of Unified Context™. We want information related to the same person to follow their journey across integrated systems.
The current message does not always explain the situation
“I already did that.”
Such a short sentence may refer to sending a document, signing a contract, or confirming a payment. To continue the service, it is necessary to understand what has already happened.
An agent may have tools to look up data and perform tasks. The quality of its work also depends on its ability to consider the relevant information at that moment.
When context is limited to the available conversation, parts of the operation may remain outside that understanding. Our proposal is to allow events and records from integrated systems to become part of it as well.
Why we envisioned a standard
Companies have different structures. Some concentrate several activities in one system; others combine specialized platforms and custom-built tools.
For this reason, we designed Unified Context™ as a technology accompanied by a context unification standard. The proposal makes it possible to connect the systems that the company chooses to integrate, including custom solutions.
Relevant information can originate in System 1 and help with service provided through System 2. As new sources are integrated, the available context can encompass other parts of the operation.
This possibility is important to the product vision: following the business as its processes and infrastructure evolve.
What we want to change in customer service
We want a customer who has already signed up to be assisted with that engagement taken into account. We want a request about an appointment to be able to consider the calendar record. We want a question about next steps to be interpreted in light of the proposal and related documents.
These are concrete situations in which information that already exists within the company can make the conversation more relevant.
The same principle applies to agents that support internal teams. An employee’s request may also depend on data distributed across processes and systems. Unified context expands the foundation available for understanding these relationships.
That is the outcome guiding the development. The quality of each application depends on the information incorporated, the integrations, and the capabilities of the agents using them.
Secretar.AI is the first step
On Tuesday, September 8, 2026, we will launch a new version of Secretar.AI with Unified Context™ implemented. Secretar.AI will be the first system to use the technology we created, bringing this new AI experience to all its users starting with the launch.
For us, this implementation makes a product choice tangible: providing continuity to the customer’s history in the interactions where it makes a difference.
A new message should be understood in light of what has already happened. We created Unified Context™ to connect that context.
Read what Unified Context™ is and how it works, or learn the details of the Secretar.AI launch.