Repeating information makes a chatbot feel burdensome: session history lets it remember the current conversation and use that immediate context for faster, more relevant replies. It contains the contents of the active interaction; after the session ends, it may be logged but is otherwise discarded. Persistent user history is different because it spans sessions and can support longer-term personalization. section 9.1.1
A claim-status conversation
A transcript can retain the assistant’s questions, the user’s claim intent, identification numbers, dates, confirmation choices, and final result. When the user then asks for a representative, the accumulated exchange supplies the immediate context for that handoff instead of requiring the user to repeat the case. section 12.2.1
Conversational AI platforms may expose this transcript through a session variable, often in JSON. Formats and metadata vary: some platforms provide the transcript directly, while others require a webhook to construct it. The transcript can remain machine-readable or be transformed into a human-readable form before summarization. section 12.2.1
