What It Really Means to Add Context to Your Conversation AI

The key points of this text revolve around the importance of context in conversation AI, how it enables more intelligent and efficient conversations between humans and machines, and enhances an AI's ability to capture insights and sentiments from conversations. Context is crucial in both human-to-machine (H2M) and human-to-human (H2H) conversations, as it allows the AI to leverage relevant information at the right time, improve user experience, and make informed decisions. The text also highlights various sources of context, including user input, enterprise knowledge, user/task information, session context, and emotion and tone, which can be used to augment an interaction. Additionally, it discusses how capturing context can significantly improve user interactions, such as in sales calls, and provides examples of how context can be used to enhance user experience. Finally, the text touches on the importance of using third-party APIs that have mastered natural language processing (NLP) of voice and text conversations, which can provide substantial contextual understanding without the complexity of building it oneself.

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