Context truncation happens when only the most recent portion of a call transcript is used for analysis because the system has a fixed context window (a maximum amount of text it can consider at once). Earlier turns in the conversation may be omitted or compressed, especially on long calls.
Operationally, this matters because important information often appears early: the customer’s stated issue, identity verification, prior-case references, promises made, or initial sentiment. If those parts are truncated, outputs like summaries, disposition suggestions, compliance checks, and root-cause tagging can become incomplete or misleading.
Context truncation can also skew metrics and coaching signals by over-weighting the end of the call (for example, a calm wrap-up) while missing earlier friction or policy deviations. Leaders should account for it when interpreting insights from long calls and when setting expectations for accuracy on complex interactions.
