Conversation continuity
Keeps track of what has already been said — across turns and across sessions
What this capability means
A tool has this capability when it keeps track of earlier conversation context and uses it later, so follow-up questions, corrections, and resumed threads are handled as one ongoing dialogue. It should remember what was already said across turns and across sessions, then apply that context when the customer returns or updates earlier information.
Boundary: This capability does not judge knowledge lookup or tool execution on their own; it judges whether the agent uses prior conversation context correctly.
Scenarios that test this capability
A scenario is a real-world situation used to test a capability.
Benchmarks that include this capability
A capability has global identity and may be used by more than one benchmark.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?