A generic chatbot repeats the same options, forcing users to restate details. A context-aware chatbot remembers relevant preferences and past interactions, then applies the user’s current situation to provide more precise, timely assistance. section 9.1.1
From a vague balance request to useful assistance
When Emma asks about her account balance, the chatbot first lists her accounts so she can disambiguate. It then returns an up-to-date balance that reflects recent deposits, withdrawals, pending transactions, and scheduled payments. The same principle supports personalized recommendations, such as suggesting travel rewards to a frequent traveler. section 9.1.1
Table 9.2 Example interactions with non-contextual, contextual, and personalized responses
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User query: How should I manage my expenses this month?
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Non-contextualized response
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Ensure you track your expenses and stay within a budget. Consider using financial tracking tools to help manage your spending.
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Contextualized response for a frequent traveler
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Since you travel frequently, consider investing in a credit card that offers travel rewards. You should also look into travel budgets for each trip and explore saving options on frequent flyer programs to optimize your travel-related expenses this month.
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Contextualized response for a recent graduate starting a new job
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Congratulations on your new job! As you transition into financial independence, it’s important to set up a budget, considering your new income. You might want to allocate funds for upcoming one-time expenses, such as professional attire or a commuting pass, while also starting an emergency fund.
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Compare generic advice with responses adapted to a frequent traveler or a recent graduate starting a new job. section 9.1.1
