Disambiguation

When the end user sends a message that is ambiguous, the Virtual Assistant can handle it by proposing different alternatives in order to disambiguate the user's original message.

The Disambiguation mechanism gets triggered when an input message matches many different Intents in the Brain. In this case, the Moveo Virtual Assistant will provide a list of intents that are relevant to the user's original message.

Example

Consider the case where the user sends the message "credit card".

This message could have many different meanings, such as:

  • Getting a new credit card
  • Loss of credit card
  • Expired credit card

Which of the possible interpretations did the user intend? Well, this is where Disambiguation comes to the rescue!

Moveo understands that the message "credit card" has many possible meanings, and asks the user a clarifying question, in order to get the user's intended meaning.

How it works

Step 1

To enable Disambiguation navigate to the Settings of your Brain and turn on the option Disambiguation.

You can optionally set up the Message Prompt field, which is the clarifying question asked to the users when their message is ambiguous.

Optionally, you can change the maximum number of options that the Assistant will display to the user. If Max Number of Options is 5, then the Assistant will display up to 5 options to the user depending how many Intents are close to the user's original message.

Step 2

For each Trigger Text Node in your Dialog enable the setting Disambiguation, in order for Moveo to consider this Node as a possible choice when proposing the different options to the user.

For various reasons you may not want to make a Node eligible for disambiguation. For example, for a Node that handles messages with profanities (bad words), you may not want to display it as a possible choice when asking the clarifying question.

!! Note that, the Trigger Name will be used as the Label and the "first" expression from the connected Intent will be used as the Text, when generating the Quick Options

Step 3

You can try out your Brain! For ambiguous messages that may match many different Intents, the Message Prompt will be asked along with possible options derived from the enabled Trigger Nodes.

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