A chatbot that forgets a user’s previous interactions must repeatedly rediscover preferences, making assistance less relevant and slower. Persistent user history retains interaction history across multiple sessions and communication modalities, allowing responses and options to reflect the user’s preferences and tendencies. section 9.1.1
Unlike session history, which supports immediate follow-up questions and is otherwise discarded after the session, persistent history spans multiple session histories for the same user. Using it can improve continuity, relevance, and response speed, but incorporating it into a conversation requires additional effort. 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 tailored to a frequent traveler or a recent graduate, showing how retained context changes the interaction. section 9.1.1
