Contextual help pattern
This pattern allows you to provide contextual help to users. Contextual help refers to help that is customized to the specific part of the interaction.
For instance, if a user requests help in a welcome conversation we may explain how to use the bot. If a user requests help in a delivery conversation, we might provide details as to the information we need from the user for the delivery process.
The goal is to train the NLU for a single help intent that can be reused. For each reuse, the response can be customized to the specific needs of the conversation.
While this pattern can be powerful, it may not always be possible to reuse a generic help intent; in certain situations, the user could request help in a contextualized way. E.g. "I need help" is a generic utterance and an intent trained on such generic utterances is reusable. However, "I need help with the instructions field" is contextualized to the specific form the user is filling out and has a question about.
Focusing on a reusable pattern, consider the following scene:
A scene with contextual help
This scene gathers profile information from the user. We anticipate that the user may ask for help so we create a help turn that contains utterances such as: "help", "I require assistance", "what am I supposed to do", etc. The response within the Help turn can be highly contextualized since we know that we are in the Gather Profile Info scene.
The Turn Help has two intents:
The configuration for the "request help" intent from the user looks like this.
Request Help intent settings
The response intent from the bot can now provide help relevant to the context.
Provide help intent settings
Last modified 18d ago