AI Agent: Include Previous Transcripts to AI Agent context
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A
Alyaa See
Business Problem
:When an AI Agent is assigned to a conversation, it does not process audio transcripts that were previously triggered by a human or replies by AI Assist. As a result, those transcribed audio messages and replies are excluded from the AI's context, even when they are within the last 20 messages.
This creates context gap
:• AI Agents may respond without full conversation history
• Important customer intent captured in voice notes is ignored
• AI Agents produce inconsistent or incorrect responses due to missing information
Desired Outcome
:When an AI Agent is assigned, it can understand past voice interactions via transcripts.
Use Cases
:• Handling conversations where customers send context through audio messages
• Enabling AI Agents to use manually transcribed voice notes when generating replies
• Preserving conversation context when ownership shifts from human agents to AI Agents
A
Alyaa See
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AI Agent now uses past transcribed audio from human agents and AI Assist for better context 🎉
You asked, and we delivered! AI Agent now includes previously transcribed audio messages in their context, helping them respond with better accuracy and continuity.