Oracle Magazine, May/June 2019
Mobile APPLICATION DEVELOPER versation to a human agent Oracle Digital Assistant integrates with human agent support such that the same conversation and channel can be used for a human to interact with the user After the human agent helps the user control is then passed back to the bot With human agent integration you now know about three levels of escalation for unlocking users in a bot conversation written help Oracle Instant Apps and human agent integration INTELLIGENT ROUTING IN ORACLE DIGITAL ASSISTANT Imagine that when asked to select a pizza type a user types Ask Trust Bank what is my balance just to check if he can afford a big pizza with everything on it In this case the user is not locked because he understands the order process for a pizza Its just that the user has a question he needs to get resolved first Here the expected bot behavior is that temporarily the user is allowed to exit the existing conversation Subflows which in Oracle Digital Assistant are referred to as nonsequitur navigation are automatically handled by Oracle Digital Assistant smart request routing If Oracle Digital Assistant has a Trust Bank skill defined the user is able to exit and return to the pizza ordering conversation So there is nothing more that bot designers need to code for CONCLUSION In this article you improved the user experience of a skill in Oracle Digital Assistant by providing options for users to continue the bot conversation when they dont know how to provide correct input for a bot response Conversational design is an ORACLE MAGAZINE MAY JUNE 2019 59
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