The customer first asked about the export failure and added that it only happened on the mobile phone. If the robot forgot the original question, it might introduce the installation method on the mobile phone instead. Multiple rounds of dialogue need to retain current issues, confirmed conditions, and information to be verified, rather than mechanically splicing all historical texts into it. Topic changes must also be identifiable, and information from the previous order cannot be applied to the next question.

Start from needs

Each round of questions revolves around the missing necessary conditions, and try to only ask about content that can advance judgment at a time. When users correct information, make it clear which condition is updated and keep necessary records. Re-verify authorization after query object changes. The historical summary indicates which ones are customer statements and which ones come from the business interface to prevent conjectures from being written into facts when summarizing. Provide a manual entrance in case of failure to continue.

Things that should be paid attention to in the design

For example, if the user first says that the webpage cannot be opened, and then confirms that only a certain export page reports an error, you can collect the browser, error message, and necessary reproduction steps. There is no need to continue asking for payment information that is not relevant to the issue. When the customer says that he now wants to check another order, he should switch the object and give a clear prompt, and the previous processing conclusion should not be used.

Check the processing results item by item

  • Test changes in conversation midway, two questions in a row, return after a long period of time, and multiple people sharing equipment.
  • Observe whether the system has forgotten the answered information or repeated requests.
  • After ending the current issue, provide a clear completion status and entry to new issues.
  • When there is a conflict between the summary and the original record, re-confirm with verifiable sources. The facts cannot be determined by confident retelling of the model.

Check the processing results

When there are multiple questions in the same round, you can indicate which one to process first and leave the other questions to be answered. After the user changes the topic, first confirm whether the original matter is ended to avoid mixing multiple query results into a reply that is difficult to check.