Conversational Context

Conversation context is the previous conversation history between the user and the Moveworks Assistant. The ability to use context is a major differentiator between Moveworks Classic and the Moveworks Assistant experiences.

Generally, it makes sense that incorporating context will lead to more conversational and helpful interactions. But what are the specific ways in which the use of context impacts the responses that users get?

Here are the ways in which it influences the Moveworks Assistant’s behavior and responses:

1. It is used to determine whether the user is speaking about a new topic or continuing a previous one.
2. The reasoning engine uses context to understand references such as pronouns and follow-up questions that may be vague when taken in isolation, but make sense when combined with previous context.
3. Resources found in response to previous requests are also available to the reasoning engine for a few subsequent turns, and may be used to supplement any resources found for the current request.
   1. In a few cases, if the reasoning engine determines that it can answer the current request completely with the information it already has, it may not call a plugin and will summarize a response from the previously retrieved information.
4. In cases where the Moveworks Assistant produces a structured card response, such as people lookups or ticket information, the card shows fields that were configured to be displayed. However, any other fields provided by the underlying API are also available to be used for any follow up questions.
5. User feedback or responses to previously provided responses will influence the Moveworks Assistant’s decision to call the same plugin or other plugins.
   1. Particularly in the case of repeated requests for the same information, the reasoning engine may not provide the exact same answer again and again if the user’s requests indicate that the answer was not helpful.
6. It may be used to provide more empathetic or situationally aware responses if the user has had trouble getting a successful response.

How long does this context window last? The Moveworks Assistant does not have a hard time-based cutoff for the context, but retains the last few interactions, allowing a user to ask contextual questions even if there is a gap after the last interaction. There is no ability for customers to change the context window.

Learn more about context management options here.