Deal with Follow-ups

Quite often users will ask a follow-up question to an answer your bot just gave, like so:

User: I want to order one espresso
Bot: Ok, a espresso will be ready for pickup in 5 minutes.

User: I'd like one more (follow-up)
Bot: Ok, what coffee would you like?

User: Flat white this time
Bot: Ok, a Flat white will be ready for pickup in 5 minutes.

As you can see in the example dialog above, follow-ups are quite often very generic inputs that can have different meanings depending on the context of the conversation. In the example above, the user wants to order another cup of coffee; however, in a different context, the user might have meant to place the same order again, for example.

There are different ways to manage dialog context in Teneo. We will now explain one way: dealing with inputs that can be considered direct follow-ups to the same flow. We are going to implement the example dialog above by adding a context-dependent trigger to the coffee order flow flow that we created earlier.

What we will do is the following:

  • Add a second trigger to our flow.
  • Make the trigger context dependent using the Match Requirements for Context, Follow up of Flow.

The final result will look like this:

Image of the final flow

Let's get started!

Add a second trigger to the flow

Go ahead and add a second trigger to handle the follow up questions:

  1. Open the flow 'User wants to order a coffee' in edit mode
  2. Click 'Add trigger node' in the ribbon
  3. Give the trigger the name Another one please
  4. Add positive examples to the newly created flow trigger:
    Another one
    Can I order another one
    One more
    Can I make one more order
    Another order
    1 more
  5. Generate a match requirement by pressing 'Generate' on the match requirement section. This will create a class trigger.
  6. Click 'Save' inside the flow.

Make the trigger context dependent

We are going to context restrict the second trigger 'Another one please' so it only fires if the same flow has just been active. To achieve this we are going to use a global scripted context which uses a script to evaluate if a context is true.

  1. Select the second trigger, this will open the 'Trigger configuration' panel to the right.
  2. Scroll down to the 'Match Requirements" section and 'Add' a new 'Context'.
  3. From the dropdown, choose the global context 'Follow up of Flow'.
  4. Make sure the value chosen is sameFlow (it will be chosen by default).

The global scripted context 'Follow up of Flow' only evaluates to true if the context restricted trigger exists in the same flow as the previously fired flow. For more details, see: Predefined context restrictions.

Save and test your flow

That's it! Now you can save the flow and give it a try in the tryout window.

First try a working case:

User: I want to order one espresso
Bot: Ok, a espresso will be ready for pickup in 5 minutes.

User: I'd like one more (follow-up)
Bot: Ok, what coffee would you like?

User: Flat white this time
Bot: Ok, a flat white will be ready for pickup in 5 minutes.

Now restart your tryout session by clicking the 'restart' button, this will start a clean session without any dialog history. Then try the following input that you would normally use as follow-up, but this time without any preceding question:

User: I'd like one more.
Bot: I'm sorry but I didn't get that.

What's next?

Congratulations, you are finally done with the Getting Started section. Let's continue on to Build Your Bot that has more in-dept info on how to build your bot.

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