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Wong Yi Teng
Business Problem
Currently, the AI Agent cannot add internal comments to conversations. As a result, when a conversation is escalated, human agents must manually read through the entire conversation history to understand what happened. This slows down escalations and increases the risk of missing critical context, such as actions already taken, reasons for failure, or why an escalation occurred.
Desired Outcome
Enable the AI Agent to add internal comments within conversations. These comments could:
  • Summarize actions taken by the AI Agent.
  • Explain the reason for escalations or failures.
  • Provide guidance to human agents on next steps.
  • Tag or mention specific users/managers when attention is required.