When discussing customer support, “retrieval of information” refers to the process by which the support agent consults the information related to the calling customer. This process allows the agent to access various data such as purchase history, customer profile, previous interactions related to the reason for the call (the customer ticket), and other relevant details. Customer information is consulted both during the processing of the request and upon its closure.

Retrieval of information can be performed manually or automatically, depending on the circumstances and the communication channels used. Automating this process reduces customer wait times and speeds up the handling process. It can be done in various ways, such as by entering the support ticket number in a form, in real time from the caller’s phone number, or, more rarely, via a cookie.

A concrete example illustrating retrieved information would be: