Conversation management — CCA-F Exam Prep

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L2.29✨ 0
REAL STORYA customer support chat that has been going for 45 minutes. The AI agent's latest response contradicts what it said 20 turns ago. The customer has highlighted both messages side by side: 'You said X' vs 'You just said NOT X.' The customer's message: 'Are you even reading this conversation?' Frustrated chat UI.

A support agent contradicted itself on turn 32. The customer had been chatting for 45 minutes.

Turn 8: the agent said the warranty was valid until March. Turn 32: the agent said the warranty had expired in January. Same conversation. Same customer. The agent lost track of its own statements.