Language & NLP
Dialogue management
Also called: conversation management · dialog state tracking
Dialogue management is the component that keeps track of context across a multi-turn conversation — what the caller has already said, what information is still missing, and what step comes next — so the agent stays coherent instead of forgetting mid-call.
It's what lets an agent ask follow-up questions, confirm details, and pick the conversation back up after an interruption. In workflow-based platforms, dialogue flow is designed visually.
See it in the product
Related terms
Intent recognitionIdentifying the goal behind what a caller says — e.g. 'book appointment', 'check balance', 'cancel' — so the agent can act on it.Entity extractionPulling the specific details out of what a caller says — dates, names, amounts, phone numbers — that the agent needs to complete a task.Conversational AITechnology that lets software understand and respond in natural language across voice and chat, holding a real back-and-forth conversation.
See Dialogue management in a real call.
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