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Uniphore Customer Portal

Context Switching

Typically, when an end customer makes contact with a Virtual Agent for a specific issue or information, they tend to ask other clarifying questions. They are likely to request information on a related or an entirely different topic. This process is referred to as context switching since end consumers are switching from the primary topic of a conversation.

Note

For U-Self Serve Release 2023.4, Context Switching is available for Text and not for Voice channel.

From U-Self Serve Release 2023.4.1, Context Switching is available for both Text and Voice channel.

The Context Switching Problem

When a VA is unable to handle context switching then it responds with a generic message like “I am unable to understand”, thereby not allowing the user to move to a different topic until an action for the current topic is completed. Even if a switch is allowed, VAs are not always designed to remember that the switch was made. In these situations, the original topic of the conversation will be lost, which potentially opens the possibility that the user will request a Live Agent.

To provide the best conversational user experience, U-Self Serve:

  • Guides the user to additional targeted outcomes, even if they deviate from the original topic.

  • Guides the user back to the information they were originally looking for.

A Context Switching Example

In the following example, a customer wants to find out their debit card balance, but at the same time asks multiple leading questions. The VA answers all of the questions and then bring the user back to their original question:

BOT:  Greetings! Welcome to ABC Bank.
User: Hi. What is my card balance? [Card Balance Flow is recognized]
BOT:  What is the card number for which you want to know balance?
User: What are my interest rates?
BOT:  The interest rate is 15%. Do you want a further break up? [Interest Rate Flow is recognized]
User: Yes.
BOT:  Interest rate is floating and calculated based on... [Continue with Interest Rate Flow]
BOT:  What is the card number for which you want to know balance? [Returns to Card Balance Flow]
Enabling Context Switching in Intent Flows

You can enable or disable the context switching feature for each Virtual Agent and language combination using the Slot Resolver element in the relevant X-Designer Intent Flow.

To learn more about enabling context switching in X-Designer, click here.

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