Contextual conversation (Q&A)
Updated at August 20th, 2026
Table of Contents
Contextual conversation introduces advanced language models into our candidate interactions within our Q&A products. Messages that are sent from candidates/employees will go through the GAI (Generative Artificial Intelligence) server, which uses several LLM tools, and will allow your AI Assistant to respond to candidates or employees on the spot, offering more versatility and creativity in her responses.
Use cases
- As a Hiring Manager, I want my AI assistant to engage candidates in natural, human-like conversations, providing an authentic experience that reflects positively on our company's culture and values so that I can ensure a personalized and effective candidate interaction process.
- As a Recruiter, I want my AI assistant to consistently provide comprehensive and accurate information to candidates, ensuring a smooth and informative application process so that I can streamline candidate interactions and increase the likelihood of successful placements.
- As a Coordinator, I want my AI assistant to handle candidate inquiries with precision and efficiency, ensuring that candidates receive timely and accurate responses so that I can manage candidate engagement seamlessly and foster a positive and professional candidate experience.
Configuration
Step #1: Complete contextual AI configuration
Follow the configuration guide outlined here and ensure that the Contextual Conversation setting is enabled in the Company Information page.
Step #2: Enable contextual AI in system components
Allow your assistant to use Contextual AI by following the process below.
- Select the All Apps button in the top left corner of the head and then Settings in its drop-down menu.
- When the Settings page opens, select Web Management under the Platform section.
- Web Management will then open. Navigate to the Widget Conversations section.
- Open the desired widget.
- Under Catch-all Conversation, select Contextual Candidate Care or Contextual Employee Care.
- Select Save.
- Navigate to the Recruiting Site section.
- Open the preferred Recruiting Site and enable Contextual Candidate Care or Contextual Employee Care.
- Select Save.
- Contact your CS Representative to enable Contextual Candidate Care or Contextual Employee Care for your preferred Phone Numbers.
Conversation flow process
When toggling on Contextual Candidate Care and/or Contextual Employee Care and completing the configuration detailed above, the conversation flow changes accordingly:
- New messages arriving from the candidate or employee will go through your AI Assistant to the GAI Service, which hosts several LLM tools, a dedicated NLP API, and advanced NLP tools.
- Messages sent to the candidate/employee are generated on the spot based on content hosted on the CMS.
- Changes in the content on the CMS would change the generated answers (notice a several-minute delay upon saving).
Contextual AI and NLP
Contextual AI will allow NLP to take place after 1 minute if the GENAI callback doesn’t respond. This ensures that if a candidate sends text messages through different channels consecutively, then the system can respond appropriately.
Permissions
By default, only Paradox Admins, Company/Account Admins, and Franchise Owners have full access to Web Management. Contact a user with full access to Roles and Permissions to adjust this for the necessary users.
FAQs
Does that mean all messages sent from my AI Assistant would use Contextual AI?
When Contextual AI is enabled for your account and the configuration is completed, only Q&A answers would receive a generated response. Other responses would remain consistent with our current NLP technology.
For example, during Job Search and Apply conversations any Q&A questions would be generated by AI but all other responses would use our existing NLP technology. From a candidate’s perspective, the transition between AI-generated and NLP-generated responses is seamless.
What would change in the actual conversations?
With the ongoing upgrades made by our NLP team, in collaboration with this project, your AI Assistant would meet the new industry standard for chat and conversations.
- Contextual Awareness: Olivia GenAI would incorporate context and conversation history into every new message, enabling a deeper understanding of user needs and preferences.
- Personalized Conversation: Olivia GenAI delivers highly personalized conversations, with the ability to further enhance personalization by incorporating tone selection per company. This feature enables a tailored and engaging dialogue between users and your AI Assistant.
- Setting the foundations for excellence and performance: This project primarily focuses on establishing scalable foundations through cutting-edge technology, enabling seamless integration of new LLM skills into the platform's core. By doing so, we are elevating her day-to-day tasks and delivering improved performance and efficiency in the future.
How are my AI Assistant's responses generated and what measures are in place to keep them on-topic?
The responses generated by your AI Assistant are derived from content uploaded and stored in the Content Management System (CMS). To ensure relevance and accuracy, we have established robust guardrails that prevent your AI Assistant from addressing questions that fall outside the designated scope.
Are tokens supported in Contextual Conversations?
Yes they are!