The next step in customer engagement with AI

You call a support line for the third time this month. Instead of starting from scratch, the assistant greets you by name and picks up the conversation right where it left off. No repeated questions. No re-explaining. Just a helpful experience that feels like talking to someone who actually remembers you.

Sounds like a dream? Not anymore. AI assistants are becoming increasingly human-like, contextual, and effective with the introduction of new features like dynamic variables and enhanced memory capabilities. This powerful combination enables conversations that feel personalized, informed, and effortless across voice and SMS. In this blog post, we’ll walk through how these features work, how they elevate customer experience, and how to get started with them using the Telnyx AI Assistant.

Why personalization matters more than ever

Personalization is a business strategy with real bottom-line impact. Businesses that personalize service earn loyalty and stand out from the competition.

Spotify's hyper-personalized approach helped grow both revenue and users by 1000% over the past decade. According to McKinsey, companies that blend personalized customer experiences with generative AI are 1.7 times more likely to increase market share than those that do not.

Companies that rank high on personalization tend to rank high in customer satisfaction, too. In fact, HBR found a direct link between Net Promoter Score and their Personalization Index. There’s a reason why the global revenue of customer experience personalization and optimization software is expected to bring in over $11.6 billion globally by 2026.

Competition isn’t just about the product anymore. Products might get you in the door, but loyalty comes from making customers feel understood.

How AI assistants make personalization real

Saying someone’s name is easy, but true personalization comes from knowing why they’re calling and the context behind previous conversations.

That’s where dynamic variables and Telnyx’s exclusive memory features work together to deliver conversations that feel relevant, informed, and efficient.

Dynamic variables pull in real-time data, such as a customer’s name, facility, appointment time, or support information. You define placeholders such as {{full_name}} or {{claim_number}}, and the assistant fills in the blanks using your CRM or webhook data.

Memory adds continuity. Instead of starting every interaction from scratch, the assistant remembers past calls, preferences, and issues based on the caller’s number. You decide how long it should remember and what kind of details to retain—just the last issue, a conversation summary, or more.

What does a personalized AI conversation sound like?

Combine dynamic variables and context memory, and you get conversations that feel personal, timely, and one step ahead. Here’s what that looks like in practice:

Healthcare: “Hi Sarah, welcome back to City Clinic’s Neurology Department. I see you were waiting on your lab results last time. Would you like an update?”

Insurance: “Hi Jason, you filed a claim on March 12 after a car accident. Are you checking on the payout timeline?”

Travel: “Hi Lauren, you booked a flight yesterday from Chicago to Lisbon. Would you like to confirm your seat selection or add baggage to your trip?”

Banking: “Hi Kevin, I see you reported a lost card two days ago. Would you like to check the status of your replacement?”

These features work across voice and SMS, and are fully customizable to your use case.

Start building for real-world complexity

Customers don’t stick to one channel, and your assistant shouldn’t either. With Telnyx, your AI assistant can:

• Maintain memory across voice and SMS
• Support omnichannel journeys from a single number
• Remember short- or long-term details

Whether resolving issues over the phone or confirming appointments via SMS, your assistant delivers a cohesive and informed experience every time. That means the experience feels personal, no matter the channel.

The result: less time repeating info, more time solving problems, and more satisfied customers.

5 steps to get started with personalized AI voice

Follow these quick steps to build, customize, and launch your Telnyx AI voice assistant in minutes.

1. Access the assistant

Log into your Mission Control Portal, then go to AI, Storage & Compute → AI assistant.

2. Create and customize your assistant

Start from scratch or choose a prebuilt template. Add your setup instructions and insert any dynamic variables you need (e.g., {{caller_full_name}}, {{appointment_date}}).

3. Choose a voice and configure memory

Use the voice playground to test different options. Then, decide how many calls the assistant should remember and what data to retain (e.g., summaries or custom tags). Learn more in our developer documents.

4. Connect a phone number

Link a number for voice and/or messaging. For messaging, don’t forget to complete 10DLC registration.

5. Activate and test

Enable your assistant for inbound/outbound calls and test it using the built-in tools.

The future of AI assistants isn’t just about better answers. It’s about better relationships. With real-time dynamic variables and Telnyx exclusive memory, your AI assistant doesn’t just respond, it remembers, understands, and serves like a pro. It’s the kind of service customers actually want to come back to.