Unified conversation is one where all the history of your customer service experience, with a company, is visible to the agent you are conversing with. For example, if you are having trouble with a product that you purchased from a certain company, and have called a few times to get your issue resolved, a unified conversation will provide details of all the previous conversations you have had with other agents.
It is good in a way that the agent has full visibility of your previous experiences and can respond to your query accordingly; also he won’t have to dig in deep to get the details as they are also open to him.
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