AI Agent: Read messages from previously closed conversations
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Wong Yi Teng
Business Problem:
Right now, the AI Agent only remembers up to 50 messages in a single chat and forgets everything once the conversation ends. When a customer comes back later or gets passed to another agent (human or AI), the AI loses context. This leads to repetitive questions and a poor experience.
Desired Outcome:
Ensure the AI can retain important context across longer conversations and multiple sessions. This allows it to deliver more consistent, relevant, and personalized responses — even when the chat is handed off or resumed later. As a result, users won’t have to repeat themselves, and conversations can continue smoothly.
To achieve this, the AI should:
- Remember more than 50 messages in a single conversation.
- Keep key info when chats are reopened later.
- Continue conversations smoothly even when switching between agents.
Use Case (All Lifecycle Phases)
- Capture:AI remembers earlier inputs, so users don’t have to start over if they come back later.
- Convert:Keeps track of past preferences or questions to guide better sales conversations.
- Retain:Remembers past issues or interactions to provide consistent and personalized support.
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Nabilah Binti Salleh
marked this post as
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🧠♾️ Longer-lasting context: Before every reply, AI Agents now automatically look back at the last 20 messages in the conversation—whether they’re from earlier conversations or the current one—so they keep key details through reopenings and handoffs, and customers don’t have to repeat themselves.