Context Anchors

Overview

Normally when you are chatting with an agent, your context shifts over time. Questions you ask and responses from the agent can shift the context of "who" you are talking about, even if you didn't intend that to happen. Imagine the following conversion.

Me: Does Ted Decker have children?

Agent: Ted's children are Noah and Alex.

Me: How old is Noah?

Agent: Noah is 8 years old.

Me: What about his wife?

You are referring to Ted's wife. But because the last person you were talking about was Noah, the agent might decide that you were asking about Noah's wife.

Having anchors can help remove some of this ambiguity. For example, you might have a Person anchor set to Ted Decker. This will provide some information on Ted with every chat message you send to the agent. The agent knows that Ted Decker is the primary person being discussed. Anchors don't guarantee that the agent will know the right person to pick, but it gives a strong indication that the main subject here is Ted Decker.