Guideline 8
Scope services when in doubt.
When unsure of what the user needs, the chatbot should ask clarifying questions or offer a range of sources of support, ensuring the advice remains helpful and pertinent.
This guideline underscores the importance of proactive engagement when the chatbot is unsure of the user's needs. In such instances, the chatbot should ask clarifying questions or offer a range of sources of support to ensure that the advice remains helpful and pertinent to the user's situation.
Practical implementation involves programming the chatbot to recognize ambiguity or uncertainty in the user's queries and respond accordingly. The chatbot may prompt the user with clarifying questions to better understand their needs, preferences, or concerns. The chatbot can offer a variety of support options, such as informational resources, coping strategies, or referrals to human experts, allowing the user to choose the most relevant avenue for assistance.
By adopting this approach, the chatbot demonstrates responsiveness and adaptability, ensuring that it can effectively support users in a wide range of scenarios. This proactive engagement helps maintain the relevance and effectiveness of the advice provided, ultimately enhancing the user experience.
Design Patterns
Example 1
