Context carryover is the preservation and reuse of key customer details, intent, and prior actions across turns in a call and, when available, across related contacts. It includes items like identity verification status, the reason for the call, troubleshooting steps already tried, and commitments made.
Operationally, strong context carryover shortens handle time, reduces transfers and repeat contacts, and improves first-contact resolution because the next question or action is based on what has already happened. Weak context carryover shows up as repeated questions, inconsistent answers, and missed follow-ups, which increases effort for both customers and agents and can drive escalations.
In conversation intelligence, context carryover is often measured by whether critical facts persist correctly through the interaction and whether agents acknowledge and build on prior information instead of restarting the discovery process.
