NLU bots: our scenario recommendations

Are you using iAdvize's smart bots in your conversational strategy? Here are some tips for creating a no-hitch scenario, and thus an optimal experience for visitors to your site!


1. Equip yourself!

  • your intents: to make sure nothing escapes you, we recommend having all the intents you need to construct your path ready in your intent manager

  • your routing rules: if you plan to make transfers, make sure you have all the routing rules you need, with readable names, and with a reasonable number of slots in the queue (at least one)!

  • your “orientation map”: you can view your scenario using a diagram or table to help you find your way around

  • name your cards as you go: not only will this make it easier to navigate your bot builder when constructing or editing your scenario, it will also be easier to analyze your visitors' journey

2. Your cards

The “hello” card
Visitors are polite and often start their conversation with a “hello”! We recommend that you consider this polite greeting as an intent, and therefore add it to your intent manager so your bot will say hello back to them, even if it quickly goes on to the next step of its scenario.

“what's your question?” card
This open question is the ultimate intent detection card! In this card, you can include a wide range of intents which are all choices your visitors can make to move forward in your scenario.

“Understanding” cards
Because your bot is not infallible, you need to confirm its intent detection with a Yes/No MCQ, customized according to each intent (e.g. "I understand you want to track your order, is that right?”) - the “no” can redirect you to the “would you like to rephrase that?" card, the “yes” to the most appropriate option.

“would you like to rephrase that?" card
If the “understanding” card fails, you can give your visitors another chance to make their request using a "yes/no" MCQ - with the “yes” allowing you to re-use the “what is your question?” card!

“have I answered your question?” card 
Your bot answered autonomously according to your expectations, but your visitors might have had something else in mind when they asked their question! This yes/no MCQ allows them to express their opinion and give you feedback on how well your bot answered their question, which will be valuable during your analysis.

“any further questions?” card
Your visitors sometimes have more than one reason for contacting you… This “yes/no” MCQ allows you to restart your scenario by returning to the “what is your question?" card.

“transfer announcement” card
If your bot transfers the conversation to a respondent immediately after identifying your visitors' needs, these visitors may not necessarily understand what is happening. We advise you to create a new card that will precede the transfer: the “transfer announcement” card, to explain what is going to happen and ask them to wait.

“goodbye” card 
Rather than abruptly ending the conversation as soon as visitors no longer need your bot, we recommend saying goodbye to them or even encouraging them to answer the satisfaction survey that will appear.

Congratulations: you have laid a sound foundation for your bot. Now you just have to fill it according to your visitors' intents and a path specific to your site and strategy! Quality of writing also counts a lot in the success of your bot, so we encourage you to follow the tips in our focus entitled “Write a helpful and likeable bot”.