What Changed
2026’s Virtual Agent supports multi-turn conversations with context retention across sessions. A user can return 2 hours or 2 days later, and the agent remembers what they asked, what was attempted, where the conversation paused.
Why It Matters
Previous Virtual Agent forced repetition — each session started cold. Users learned to avoid it and went straight to agents. Persistent context makes VA usable for real resolution flows, not just FAQ deflection.
What To Retrain
If your Virtual Agent was tuned around single-turn flows, revisit topic design. Multi-step topics can span sessions now. Invite the user to continue where they left off instead of restarting.
Measure Before and After
Track containment rate, deflection rate, session length, return-user rate. Multi-turn context should lift all of them. If it doesn’t, the bottleneck was topic quality, not session boundaries.