virtual service agent doesn't read its own conversation?

Question

Hello,

We our experimenting with adding the virtual service agent to our JSM instance and have noticed that while trying to have a conversation with the virtual agent, it seems to treat each response as a brand new conversation and almost acts like its not reading its own conversation. You can see from the below conversation the agent will ask a question to get more details, and if you just answer the question it seems to forget what your taking about until you ask the original question + the details it asked for. Is there some kind of setting or something I'm missing so that the agent reads its own conversation?

Jeremy Wood · Answer

Here is another example of what i am referring to.

It asks for me to specify what service i need. I tell it. And it just starts over like it doesn't know what I'm talking about.

Marc -Devoteam- · Answer

Hi @Jeremy Wood

For onlyu using AI Answers

* AI answers do not extract information from images.
* AI answers performs best with text not in tables in Confluence.

"AI answer quality relies on the knowledge base's accuracy and clarity. A well-structured, up-to-date knowledge base enables better question deflection by the virtual service agent"

Jeremy Wood · Answer

Hi Mark.

We have not setup any intents yet. Currently we just have the VSA connected to our Confluence knowledge base. In the screenshot when i finally phrase the question with all of the information "How do i, a pre-qualified employee, get a company cell phone?" the AI pulls from our existing document and provides the answer I'm looking for.

Its just a matter of getting there. The AI is smart enough to say it needs more information, but when i provide that information it forgets everything else i previously told it.