Context is everything when you want to design a great conversational experience. The AI engine keeps track of the state of the conversation, allowing for switching flows during a conversations.
Steps provide context
The way you design flows using steps provides the AI engine the context it needs to determine what step and flow to match.
We can illustrate that using the above example.
It shows two different flows with a contextual follow up question that is the same for both examples.
So whenever a user triggers the second step by sending
And which one is the closest the context of the first question
How many stars are there in the Milky way? or
I am looking for a restaurant is as used as context to match the step and send a reply.
How context works
You might notice the designing of Flows seems linear, but this is not the case. A user does not get stuck inside a flow whenever a step was matched.
With each new trigger, like a user sending text, the AI engine will decide based on context (probabilistic model) what step inside a specific flow to match.
Above is an example of a conversation combining two flows.
- A customer starts a conversation with
I want to order pizza(order flow)
- The app replies
Delivery or Carry out?
- The customer doesn't answer that question but instead asks
What's on the menu?(menu flow)
- The app then replies with a menu
- The customer can continue with
I want my pizza delivered(order flow)
- And even switch to
no wait, I meant Carry out(order flow) if making a mistake
Note: Context applies to every trigger
When a user shares an image, shares a location or triggers and event, this also works with context, not just text
Don't combine multiple topics in one flow. For example,
goodbyes are separate topics, try not to combine with flows like the above
order pizza example. This allows the engine to switch between greetings, pizza ordering and goodbyes without a problem.
Try to make your flows as focussed as possible and keep your app flexible. Create separate flows for each topic. This helps the AI engine keep track of the position of the conversation.
It's also best practice to start your flows with triggers that are not in context.
In other words, never start a flow with something like a
no text trigger. Such a trigger should best be in context of any previous question or response.