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Building a Conversational Flow

With intents like the knowledge.address intent we’ve created, we can train our agent to answer any basic questions about a business, or any other relevant information. But how do we train our agent to execute more complex conversations, such as a pizza order? When someone orders a pizza, it is not a simple question and response. We will need to ask more questions, and collect data along the way.

Before we get started with our pizza order flow, it will be helpful to have a flow chart handy. There are many tools available for this, if you need help finding one, try draw.io.

TIP: When creating your flow charts, it’s important to keep in mind the user’s needs at all times. We must also choose language that will direct the user and control the conversation — keep it simple, present options rather than asking open-ended questions, and use clear, concise phrases.

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