Conversation History

HALO can leverage conversation history as an additional knowledge source, provided certain conditions are met. This enables HALO to utilize historical data to enhance its ability to answer incoming questions.

Preconditions

Conversation history as a knowledge source is available under the following circumstances:

• Compatibility: You must be working with both HALO and the Mobile Service Cloud (MSC).

• Conversation Volume: At least 500 conversations must exist in the source language of the profile within the past 60 days.

Process Overview

If the above conditions are met, historic conversations are automatically incorporated into HALO’s knowledge base. Here is how it works:

1. Processing Historic Conversations:

   • Historic conversations with non-AI agents are read and processed.

2. Clustering:

   • Conversations are clustered into groups of similar inquiries.

   • Examples of clusters include questions about delivery times or payments.

3. Summarizing Question-Answer Pair Formation:

   • Each cluster is transformed into a single summarizing question-answer pair.

   • Example: "Q: My package has not arrived yet; when will it arrive? A: That's unfortunate. Our delivery times range from 2 to 5 days."

4. Upload to Knowledge Database:

   • These generic question-answer pairs are uploaded to the knowledge database.

Impact on AI Responses

When a new question closely resembles an existing question-answer pair, the AI will likely use this historical information to formulate its response. This integration maximizes the utility of conversation history, enabling HALO to deliver more accurate and contextually relevant answers.