Designing conversational bots that fix themselves
Blog post from Voiceflow
A study highlights the importance of effective conversation design in chatbots, particularly when dealing with unexpected user responses. The ideal approach is to provide users with options based on their previous utterances, rather than simply apologizing or admitting mistakes. This can help redirect the conversation and get users back on track. By incorporating features like paraphrasing, giving options, and using socially appropriate repair tactics, chatbots can create a more engaging and user-friendly experience. The goal is to build a network of "happy paths" that lead to successful interactions, rather than focusing solely on apologizing for mistakes.
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