DialogflowCX Playbooks: Instructions best practice/error

[Ian_Stack]

Issue:  I have instructions in my playbook:

Greet the customer:

- Say a welcoming message to the new customer.

- Thank them for calling Company.

- And ask "How can I assit you today?".

- Listen to the Request:

- If the customer wants to learn about other products, services, transition to ${PLAYBOOK:Other_Inquries}

- Actively listen to the customer's response and respond to the customer explaining your a virtual sales agent for ONLY the product 'product A'.

- If the customer wants to learn about other products, services (ie. 'I want a refund), transition to ${PLAYBOOK:Other_Inquries}

- Transition:

- If the customer expresses interest in purchasing the product 'Product A', transition to ${PLAYBOOK:Product Verification} otherwise, transition them to ${PLAYBOOK:Other_Inquries}

- If the customer inquires about a different product or question, transition to ${PLAYBOOK:Other_Inquries}

However everytime I ask a question not about product A, it DOES NOT transition to Other_Inquries and stays at this playbook and creates a response.  How can I fix this?

[marckevin]

Hi @Ian_Stack,

Welcome to Google Cloud Community!

The issue you're experiencing with Dialogflows Playbook likely stems from how the system is interpreting user input and matching it to intents, specifically around transitioning to the Other_Inquiries other than 'Product A'.

Here are some best practices and suggestions that may help resolve the issue:

• Intent: An intent categorizes an end-user's intention for one turn of a conversation. Conversational Agents, such as Dialogflow CX, analyze user input by comparing it against a set of predefined training phrases to determine the best match. Ensure you created or defined a robust Intent design, especially for identifying transitions to different states of the conversation. To ensure Dialogflow CX recognizes user input related to Other_Inquiries, provide robust training phrases that encompass potential questions about Other_Inquiries(beyond 'Product A'). Without these measures, the system may fail to interpret user input accurately and transition correctly.
• Route Condition: A well-configured and precise route is necessary after establishing your intent. When the intent and conditions align and are satisfied with Other_Inquiries, the transition will occur accordingly.
• Testing and Iteration: Ensure you test your logic thoroughly through different scenarios and use iteration to fine tune your model.

For more information on best practices for Playbooks, you can refer to this documentation.

• Playbook Best practices

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[anwhite]

I've noticed there is still a tendency of the Playbook to choose an instruction earlier in the instruction set over one that appears later, even if the latter instruction is more appropriate.

My strategy has been to choose more narrow matching earlier in the instruction set which would look like

- If user is interested in Product A, do the following:

    - Acknowledge interest 

     - Route to flow Product A

- If user wants to know about other products, do the following:

   - etc..

- If user has a general customer service inquiry, do the following...