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Agent Capability 4: Handling Unexpected Intents

Summary Description

“Thank You”, “What can you do?” and RepairingA conversational agent should be able to handle dialog moves of users that do not necessarily fit into the currently active pattern. Such moves are “unexpected” in the sense that they do not fit into a conversational pattern, but should be expected as users will almost always slightly deviate from a rigidly framed pattern. Typical examples are expressions of appreciation and requests for information about how the agent can assist a user (a capability check). A second type of unexpected move is not due to user behavior but due to failures of speech recognition. Dialogflow will match with a so-called default fallback intent in cases where it is unable to recognize what a user says as and cannot classify it as one of the (other) intents of the agent. There is another case that we will look into too where what a user says does not seem to fit into the conversational context. Again, we can capture the “unexpected” in patterns, which will enable the conversational agent to handle them:

Appreciation example pattern:

U: Thanks

A: You're welcome.

Capability check example pattern:

U: What can you do?

A: I can ____.

Repair example pattern:

U: Have you read the Hobbit?

A: What do you mean?

Implementation Tasks Overview

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