Business Requirements

The Business Requirements section allows you to tailor your chatbot’s behavior for specific use cases, ensuring it provides more relevant, accurate, and context-aware responses.

By default, the agent handles general queries efficiently, but some scenarios demand customized responses or process-specific workflows. This feature lets you define those exceptions and custom interactions.

Context & Clarification

This section allows you to improve user understanding and provide more accurate responses.

Your AI agent needs to understand the user’s request before responding. This means:

1. Clarifying vague questions before answering
2. Asking the right follow-up questions to ensure accurate and helpful responses
3. Qualify the user request to provide better support
4. Avoiding assumptions that could lead to incorrect answers

Examples :

• When a customer inquires about baggage allowances, verify their travel class (economy, business, or first) to ensure accurate information.
• When a customer reports a payment error, request details about the payment method (e.g., credit card, PayPal) and any error messages received to assist in resolving the issue.
• Do not assume what mobile app the user has. Always ask if they are an iOS or Android user when they report an error. Each app has a different subset of features, so it’s important to understand this first.
• When a user reports an error, request specific details before troubleshooting : 1/ what is the current device? 2) which app is concerned ; 3) when was the bug first noticed.
• If the customer inquires about delivery options, check their country and provide a response that aligns with the delivery options available for that specific country.
• If a passenger asks about accessibility services, ask about any specific needs (such as wheelchair assistance) to provide the most appropriate support.

Custom Behavior & special instructions

Anything that does not fit into the above categories.

Example :

• Never direct customers to email support as they are already on the company chatbot. Instead, tell the user to click on "Talk to an Agent" on the upper right side of the widget.

Best practices

1. Define the desired outcome : Before providing guidance, determine the specific result you want to achieve.
2. Use clear and simple language : Keep instructions precise and unambiguous. Think of it as training a new team member - your guidance should be easy to follow and leave no room for misinterpretation.
3. Set context and provide examples : Help your agent understand when and how to apply guidance by giving concrete examples. Use conditional phrases like “If,” “When,” and “Then” to structure responses effectively.
4. Keep custom behaviors focused and specific : Each guidance entry should address one goal or specific scenario. Avoid combining multiple, unrelated instructions in one entry. The clearer the focus, the better your agent can apply the guidance.
5. Continuously refine guidance : Guidance should evolve over time. Regularly test your agent responses, identify gaps or inconsistencies, and adjust as needed. Also, check for conflicting guidance to maintain consistency.