Completing Tasks
Completing Tasks
Simple Questions
Simple questions, or FAQs, should receive the same answer no matter what happened previously in the conversation. Users will often ask a basic set of questions and your assistant should answer them reliably.
Examples:
- what's your email address?
- it's contact@example.com
- do you have a loyalty program?
- unfortunately we don't
Just like greetings and goodbyes, you can use the mapping policy to achieve this. See Greetings.
Business Logic
Your AI assistant will often have to follow some pre-defined business logic. To figure out how to help users, your assistant will often have to ask a few questions. The answers you get will impact the rest of the conversation; for example, some products might be limited to users in a certain country or above a certain age.
Examples:
- I'd like to apply for a loan
- I'd love to help. Which state are you in?
- Alaska
- Unfortunately, we only operate in the continental U.S.
- I'd like to apply for a loan
- I'd love to help. Which state are you in?
- California
- Thanks. Do you know what your credit score is?
See Handling conditional slot logic for details on how to use forms to implement business logic.
Contextual Questions
Unlike answers to FAQs, correct responses to contextual questions depend on the conversation history. These include questions which refer to something earlier in the conversation and are ambiguous on their own.
Examples:
- what's your email address?
- why do you need to know that?
- I need your email so I can send you a confirmation
- are you currently a premium customer?
- what do you mean?
- We have different memberships. Check your statement to see if you are a premium member.
Unhappy Paths
When your assistant asks a user for information, you will often get responses other than the information you asked for.
Examples:
- what's your email address?
- no.
- I will need your email address in order to create an account.
- what's your email address?
- what's your email address?
- work@example.com
- thanks, and your phone number?
- no wait, please use personal@example.com
- ok, I'll use that email.