This is why you may see several pre-set answers in the form of buttons when you engage with some chatbots. It’s easier for businesses to program a chatbot to follow logical conversation flows when they can direct their customers with set responses. 4 - Answering Outside the Pre-Selected Responses Some bots may simply continue with their introductory spiel, while others will ask for further clarification. When you type this option instead of clicking the button, the bot doesn’t know how to respond. Most chatbots are set up with preset options that trigger a line of questions from the bot. If you were to type in whatever this phrase happens to be instead of selecting the button, this is usually enough to throw out an error message from the bot. When you open a chat, you’ll see several display buttons in most cases. 3 - Ask Whatever Is on the Display Button If you were to type one of the above examples of filler noise into a chat, the bot would most likely give you a generic response like “Let’s talk about that,” or “Tell me more.” You’d clarify what you meant to get the bot back on track so you can find the answers to your questions. Bots, on the other hand, may not understand. When people talk, they typically insert filler noises such as “ummm” or “ohhh.” If you’re talking to another human, they’ll understand that you don’t mean anything by this except you’re searching for what to say. Ideally, chatbots should have a key phrase or word that triggers a new question. This is especially true if the chatbot asks you for a significant amount of information before it leads you to any products or services, as you may need to input this information again. While this isn’t an enormous problem, it can be frustrating. If it doesn’t get you anywhere, you may have to shut the chatbot down and start from square one. They’re not sure what you want, and most chatbots will tell you they don’t understand. If you ask the chatbot to start over or reset, it confuses them.
Maybe you came to the end of your line of questioning and you wanted to look at other information.
1 - Tell the Chatbot to Reset or Start Over However, some responses or nuances of human speech can throw the bot off the scent, and lead to a dead end.
When businesses create chatbots, they want them to be as helpful as possible for the people who use them. This way, as a customer, you'll know what to avoid so you don’t end up going in circles with the chatbot trying to get the answers you need. There are several ways the bot can end up doing this, and we’re going to walk through a few of them. While the customers are not technically "breaking" or damaging the chatbot, they are forcing it to give them an error message.
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