From Storage to Interpretation: User Perceptions, Practices, and Challenges with Long-term Memory in Agents

Abstract

To provide long-term personalized assistance to users, AI agents must have effective long-term memory (LTM). However, there is little understanding of users’ perceptions, practices, and challenges with LTM in agents. We interviewed 21 users of agents such as ChatGPT and Claude to understand people’s everyday experiences with agent LTM. Our findings shed light on the flow of memory in agents as a three-stage process consisting of (1) information intake, (2) storage and management, and (3) retrieval and interpretation. Users’ perceptions of agent LTM are mainly influenced by Stage 3, and thus users’ interactions with agent LTM are mainly attempts at influencing and understanding how the agent retrieves and interprets information from memory. Therefore, we recommend that technological approaches to user interaction with agent LTM focus at least as much on memory retrieval and interpretation as they do on memory intake, storage, and management.

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