A good dialog system is able to get the conversation back on track if the user makes an ambiguous request. In this how to we'll look at the flow we built in create a custom order group and expand it to help users find the correct answer to their question. We'll do this using flow links, which allow us to send the user to a flow meant to answer the question. In the Partial understanding: coffee flow we'll first present users with likely options of what the question might have been, and allow users to give a clarifying response. You can read up on flow links here.
Before our changes we would have a conversation like this:
User: coffees
Bot: I'm not sure what you wanted to ask about coffee. Could you please help clarify?User: your selection
Bot: I'm sorry but I didn't get that.
After our modifications, it will look like this:
User: coffees
Bot: I understand you would like to talk about coffee. Can you be more specific? Did you want to order a coffee or see our selection of coffees?User: your selection
Bot: We offer a variety of handcrafted coffee drinks - from espressos to macchiatos to flat whites and more.User: espresso
Bot: You're talking about coffee. Would you please tell me what you wanted exactly? Did you want to order a coffee or see our selection coffees?User: order
Bot: Ok, what coffee would you like?
To achieve this, we'll enhance the Partial understanding: coffee flow by following these steps:
When we're finished, our flow will look like this:
Let's first expand the current prompt to offer the user several possibilities.
Ask user what was meant
and the output as response Did you want to order a coffee or see our selection of coffees?
. Now it's time to add a flow link if the user wants to order a coffee.
User wants to order a coffee
.Order
.Order
as an example and generate a match requirement.Now that we've covered the order flow link. It's time to add one more if the user wants to see the coffee selection.
User wants to see the selection
.Selection
.Selection
as an example and generate a match requirement.User: coffees
Bot: I understand you would like to talk about coffee. Can you be more specific? Did you want to order a coffee or see our selection of coffees?User: your selection
Bot: We offer a variety of handcrafted coffee drinks - from espressos to macchiatos to flat whites and more.User: espresso
Bot: You're talking about coffee. Would you please tell me what you wanted exactly? Did you want to order a coffee or see our selection coffees?User: order
Bot: Ok, what coffee would you like?
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