In the race to deploy AI-powered customer support, many vendors tout their bots as “context-aware”. But what does that really mean when the rubber meets the road in live support interactions?
The term often gets reduced to remembering the last message or maintaining a conversational tone. Yet, when scaling support across 10,000+ tickets, we learned that context isn’t a feature toggle, it is a design discipline.
One telling moment came when our team realized that the AI wasn’t failing because it lacked intelligence – it was failing because it kept forgetting. [Read more…] about Building AI Agents That Respect Context: Lessons from Scaling Human-Like Support Across 10,000 Tickets