In this meeting, the State Changers discussed a flow they had created involving dialog management for handling customer messages. They examined how to handle situations where their system (likely developed with Xano), fails to understand customer intent, which is referred to as an 'unhappy path'. The main insights were on improving the handling of such scenarios:
1. Enhancing User Feedback: They suggested altering the static error message to something more helpful, encouraging users to rephrase their issue or try again, making it more user friendly.
2. Creating an Alert System: In cases where there's a failure in understanding user intent, they proposed utilizing tools like Zapier to alert a human to intervene, helping to address the problem more efficiently.
3. Monitoring Unexpected Situations: In order to improve the customer experience and deal with unexpected scenarios (like a 'no match' intent), they discussed keeping a database log to capture user's input when dialogue flow fails, along with the current context and the failed message. This enables them to review and update their system addressing these issues over time.
(Source: Office Hours 7/8 )