What are Contextual Bot breaks?

Traditional bot breaks often feature a generic "I'm sorry, I did not understand that" message, which can make the interaction feel impersonal. Recognizing the need to humanize the bot, we introduce the innovative concept of "Contextual Bot Breaks."

The fundamental idea behind Contextual Bot Breaks is to inject a touch of personality into these moments of temporary disconnection. Rather than resorting to a static and mundane response, we aim to make these bot breaks more dynamic and engaging. The primary goal is to maintain a lively and interactive conversation throughout the user experience.

By implementing Contextual Bot Breaks, we enhance overall user engagement, ensuring that even during brief pauses or moments of misunderstanding, the conversation remains personable and enjoyable. This feature contributes to a more human-like interaction and fosters a positive and memorable user experience.

How does a Contextual Bot Break work?

When a bot experiences a break due to encountering an unfamiliar user utterance, the Contextual Bot Break functionality operates by considering the following three key elements:

1. User Utterance:
The specific user input that led to the bot break is analyzed to gain insights into the user's query and context.

2. "Name of the Creator / Company" (In Advanced Bot Settings):
The creator or company, as configured in the Advanced Bot Settings, is taken into account. This provides concrete context to GenAI.

3. "Company Description" (In Advanced Bot Settings):
The company description, also specified in the Advanced Bot Settings, serves as additional context. It contributes to crafting a tailored and informative message during the bot break.

Upon considering these elements, the Contextual Bot Break employs GenAI to generate a final message. This message is carefully crafted to address the user's query in the most suitable manner possible. Moreover, it also attempts to explain why the bot was unable to provide a direct answer. Thus, by leveraging advanced AI capabilities, “Contextual Bot Break” ensures a thoughtful and user-friendly response, and thereby enhances the overall conversational experience.

How to enable Contextual Bot Break Messages?

To activate Contextual Bot Break Messages for your bot, follow these straightforward steps within Conversation Studio:

1. Navigate to Business Manager:
Access the Business Manager section in Conversation Studio.

2. Go to Content Management:
Within Business Manager, locate the Content Management tab.

3. Select Bot Break Messages:
Under Content Management, find the Bot Break Messages option.

4. Locate the "Contextual Break Messages" Toggle:
Look for the toggle button labeled "Contextual Break Messages" below the Bot Break Messages section.

5. Enable the Toggle:
Activate the "Contextual Break Messages" feature by toggling the switch to the "On" position.

6. Save your Changes:
Ensure that you click on the "Save" button to apply the changes made to your bot's settings.

By following these steps, you successfully enable Contextual Bot Break Messages for your bot. This feature will enhance the user experience by introducing personalized and informative messages during bot breaks, fostering a more engaging and user-friendly interaction.

How to customize the Contextual bot break experience or send a follow-up message after it?

Yes, a Bot Break message ideally does a lot more than apologize. It also gently guides the user back towards what the bot can help the user with. To tailor your Contextual Bot Break experience and include interactive follow-up messages, follow these steps:

1. Enable "Contextual Break Messages":
Ensure that the "Contextual Break Messages" toggle is activated in your bot settings. You can find this option in Conversation Studio under Business Manager -> Content Management -> Bot Break Messages.

2. Access Follow-up Message Section:
Once the "Contextual Break Messages" toggle is enabled, a Follow-up Message section will appear below it.

3. Add Follow-up Message Variations:
In the Follow-up Message section, include 5-6 variations of follow-up messages. These messages should gently guide the user back to topics or assistance that the bot can provide. Crafting diverse variations ensures more randomness and naturalness to the interaction.

4. Save Your Changes:
Click the "Save" button to apply the configured Follow-up Messages to your Contextual Bot Break settings.

Now, whenever a Contextual Bot Break Message is triggered, one of the pre-defined follow-up variations will be sent along with it. This not only adds a personalized touch to the Bot Break moment but also helps guide the user toward the topics the bot can help with. This maximizes the effectiveness of the bot's assistance.

When is a “Contextual Bot Break” Triggered and when is a “General Bot Break” triggered?

Contextual Bot Breaks are specifically designed to enhance user interaction during specific circumstances. It's crucial to differentiate when a Contextual Bot Break is triggered and when a "General Bot Break" occurs:

1. Contextual Bot Break Trigger:
       Condition: A Contextual Bot Break is activated when the bot encounters a user utterance that it hasn't been trained to handle.

2. General Bot Break:
      Condition: A General Bot Break is triggered when the bot experiences a break due to a Bot-Building mistake.

      Examples of Triggers: Bot breaks caused by errors such as missing output node connection, empty bot response, code node failure, or API failure.

      Outcome: Unlike Contextual Bot Breaks, the response in this case is a "General Bot Break" message. This is a static pre-configured message that typically apologizes to the user for not being able to handle the request and provides option to topics it can help with.

It's essential to be aware of these distinctions to appropriately configure the bot's response based on the nature of the break, ensuring a seamless and user-friendly conversational experience.