Conversation History

GenAI can use conversation history as an extra knowledge source. Please note that this is only possible:

• For clients who are working with both GenAI and the Mobile Service Cloud (MSC),
• And when there are at least 500 conversations in the source language of the profile in the past 60 days.

If the above conditions are met, historic conversations are automatically fed into the GenAI Engine such that they can be used to answer incoming questions. This works as follows:

1. Historic conversations with non-AI agents are read in for processing
2. Next these conversations are clustered into groups of similar questions
   For example: 1 cluster with questions on delivery times, 1 cluster with questions on payments, etc
3. These clusters of questions are then each transformed into 1 summarizing question-answer pair per cluster
   For example: Q: My package has not arrived yet; when will it arrive? A: That's unfortunate. The delivery times for our products range from 2 to 5 days.
4. Finally these generic question-answer pairs are uploaded to the knowledge database

As a result, when an incoming question is similar to an existing question-answer pair, the AI will (likely) use this information to formulate an answer.

---