How do we ensure context and coherence in AI dialogues?

We ensure context and coherence in AI dialogues by giving the AI agent the ability to remember previous steps in the conversation and link related cases. This reduces the need for the customer to repeat the same information multiple times, which would otherwise quickly undermine trust in both the AI agent and our brand.

Technically, this means we build memory functions that store relevant history within the same dialogue and, where appropriate and consistent with privacy requirements, across related contacts. The AI agent should be able to use previous customer statements to tailor its responses, draw conclusions about intent and needs, and continue the discussion in a natural way. By working with context, the interaction becomes more efficient, more human, and more coherent.