Multiple spintax failure message process#89
Feature request.
At the moment when the bot doesn’t understand it gives the same response every time. This is one of the things that imo leads to a poor engagement.
I have a feature request that I believe will improve usability and help reduce lost opportunities.
My request is to add a three level failure response. The bot tries 3 times to understand then gives up and suggests that it takes some details and get someone to contact the visitor.
Each of the 3 failure messages would use spun content to keep the user experience as natural and unique as possible.
This is How I’d See it Working
Bot response to first instance where it doesn’t understand:
I’m sorry I don’t quite understand could you rephrase your question slightly?
Bot response to second instance where it doesn’t understand:
Oh I’m so sorry I still don’t quite get what you’re saying could you try again?
Bot response to third instance where it doesn’t understand:
I feel a bit silly but I’m just not getting it. Could in make a note of your request and get someone to contact you?
[this is a step that could gain a lead which may otherwise give up]
User says “yes” or “okay”
Bot takes phone, email and request and passes to site admin.
My suggestion is that this process only triggered when failures are consecutive. So if the bot gets it after 2 attempts the normal flow is resumed.
The Three Failure Messages:
If we had the ability to use spun content we could randomise the failure messages so users got slightly different messages each time.
Eg:
{sorry I don’t understand|Can you say that again in a different way|i don’t quite get what you mean can you rephrase it for me|pardon but could you say that in a different way I’m struggling to understand|i don’t comprehend your requirement can you explain further}
If we can have this for each failure message the combination would be large enough to make the experience unique.
I think this is important because in the early life cycle of a bot it will make lots of mistakes until well trained. The above suggestion will:
- Improve user experience
- Lower bounce rate
- Increase lead retention
- Make the bot appear more real
Awesome idea! We will definitely do this with the function of flexible Сonstant settings.
vcbvcb