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 will 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 will 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 will 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 at this page.
Before our changes we would have a conversation like this:
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 more like this:
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.
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?
Bot: Ok, what coffee would you like?
To achieve this, we will enhance the Partial understanding: coffee flow by following these steps:
When we are finished, our flow will look like this:
Let's first expand the current prompt to offer the user several possibilities.
Did you want to order a coffee or see our selection of coffees?and rename it to
Ask user what was meant.
With the output 'Ask user what was meant' selected, add a flow node by the clicking the Flow button in the Add Node section of the Ribbon.
Note: don't worry about the error message you see - it's just a reminder to link the node to an actual flow. We will do this in later steps.
Note: By setting to not revisitable it means: if the user decides not to follow up on any of the possibilities we offered, we assume that the user did not want to continue in those directions, or has rephrased their question in such a way as to go on to trigger the correct flow. Also, as this is a low ranking 'catchall flow' it is better to let it drop, rather than forcing the user to respond.
Orderand make it getting input before continuing and conditional. Paste the condition
Selection, make it get input before continuing and add the condition
Go to order flow.
Go to selection flow.
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