Maintain Chatbot Conversation Quality

The human brain self-corrects. For example, when we forget to include the @ symbol in an email address, our brain recognizes that something is wrong and seeks a solution. Conversely, the bot relies on features to get the correct information, or rules to determine when it's the best time to hand off to a service rep.

Sometimes it can be a challenge to teach our bot to be so agile, but Einstein Bots offer a number of ways to get there. Plan to make generous use of the following when building your bot, to ensure your customers have a great conversation:

• Conversation Repair: This feature handles recognition errors, or when the bot doesn’t understand the input that it received. Conversation Repair allows the bot to gracefully ask the customer to try their input again with correct formatting, and then to either move on to the next dialog step or keep asking until the variable is filled.
• Validation: This feature helps the bot stay away from contextual errors, such as entering a date in an incorrect format, or entering a date that occurs in the past.
• Error Rules: This method, which is in the Dynamic Choice section of the Question Dialog Element, covers potential system errors in a Flow or an Apex error. It guides the bot to a graceful solution.