Guiding Users

These docs are for version 1.x of Rasa Open Source.

User Guide

• Installation
• Tutorial: Rasa Basics
• Tutorial: Building Assistants
• Command Line Interface
• Architecture
• Messaging and Voice Channels
• Testing Your Assistant
• Setting up CI/CD
• Validate Data
• Configuring the HTTP API
• Deploying Your Rasa Assistant
• Cloud Storage

Guiding Users

Implicit Confirmation

Implicit confirmation involves repeating details back to the user to reassure them that they were understood correctly. This also gives the user a chance to intervene if your assistant misunderstood.

Example:

Can I get a large hawaiian and bbq pizza
Sure, that's one large hawaiian and one regular bbq pizza.
No they should both be large!

Explicit Confirmation

Explicit confirmation means asking the user to clarify how you should help them. An important thing to remember about AI assistants is that the user is never wrong.

Example:

I just moved
I want to cancel my contract
I want to update my personal details.

You can configure the TwoStageFallbackPolicy to ask your user to clarify:

policies:
- name: TwoStageFallbackPolicy
  nlu_threshold: 0.3
  core_threshold: 0.3
  fallback_core_action_name: "action_default_fallback"
  fallback_nlu_action_name: "action_default_fallback"
  deny_suggestion_intent_name: "out_of_scope"

Explaining Possibilities

AI assistants are limited to helping users with a specific set of tasks and should be able to explain to a user what they can do.

Example:

What can you do?
I can help you update your personal details, change your plan, and answer any questions you have about our products.

Collecting User Feedback

Asking for feedback is a powerful way to understand your users and determine whether you solved their problem!

Example:

Was that helpful?
No.

Store this feedback using a custom form action:

from rasa_sdk.action import FormAction

class FeedbackForm(FormAction):

def name(self):
        return "feedback_form"

@staticmethod
    def required_slots(tracker):
        return ["feedback", "negative_feedback_reason"]

Handing off to a Human

Users will be very frustrated if your assistant cannot help them and there is no way to reroute the conversation to a human agent.

Example:

Let me speak to a human
Let me put you in touch with someone.

intents:
  - request_human: {"triggers": "action_human_handoff"}

👋 I can help you get started with Rasa and answer your technical questions.