Current experience
When a user requests a chat with a live agent through the AI conversational layer, Moveworks transfers the last ~20 chatbot messages to the chat-handling platform (Salesforce in this case) and asks the user to provide a chat description. However, the transferred conversation may be outdated, unrelated to the current issue, and often lengthy without any summarization. This can create confusion for advisors, who must spend time determining whether the chat history is relevant and if it aligns with the user's description.
Proposed enhancement
Before transferring a chat, use AI to assess the recency and relevance of previous conversations.
- If a related conversation is detected, provide a concise AI-generated summary of the issue and key discussion points instead of the raw transcript. Ideally, if sufficient context is available, the user should not be required to enter a separate description.
- If the previous conversation is not relevant (e.g., a different topic or several months old), do not transfer it as context.
- If no relevant conversation history exists, prompt the user to provide description as the primary context for the advisor.
Benefits
- Faster advisor ramp-up and reduced handling time
- Elimination of misleading or outdated context
- Better alignment between transferred context and the employee's current issue
- Improved employee and advisor experience
- More intelligent and seamless AI-to-human handovers