A housing authority agent must remember a resident’s open work-order context across multiple turns. Which capability should be implemented?

A housing authority agent helping with open work orders must retain the resident’s case context across turns, which means implementing conversation memory for identifiers, issue details, and prior clarifications. Multi-turn municipal casework fails when relying on intent classification that preserves the resident’s open work-order context across turns, because it only labels intent: residents still repeat work-order numbers, staff lose continuity, and the agent cannot follow up on the same ticket coherently. Memory that carries the open work-order context across the session is the capability that matches that requirement. Intent classification that preserves the resident’s open work-order context across turns only identifies what the latest message means and does not actually preserve the open work-order context across turns. Entity extraction that stores the resident’s open work-order context across turns only spots the ID in that one turn and does not actually store the open work-order context across turns. Prompt templating that maintains the resident’s open work-order context across turns only structures the immediate reply and does not actually maintain the open work-order context across turns. On the exam, multi-turn case agents need conversation memory; distractors are intent classification that preserves the resident’s open work-order context across turns but only labels the current intent, entity extraction that stores the resident’s open work-order context across turns but only spots IDs in one message, or prompt templating that maintains the resident’s open work-order context across turns but only formats the latest reply. Caveat: memory should be scoped and time-bounded—persist only what the work-order workflow needs, and honor municipal retention/privacy rules for resident chat data. Operational check: start a work-order dialogue, supply an ID once, continue for several turns without re-stating it, and confirm the agent still references the same open work order in tools and replies.