10 Examples Of User Intents Where Multi-Turn Dialogs Won’t Work
As Conversational AI becomes more prevalent, it's important to be aware of user intents where multi-turn dialogs might not work well.
For example, requesting a seat change on a plane is much better done via an in-app experience.
The same goes for asking for directions (displaying a map makes a lot more sense than providing directions via text).
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The following 10 user intents present cases where multi-turn dialogs might not be the best solution:
1️⃣ Requesting a seat change on a plane
2️⃣ Asking for directions
3️⃣ Checking in for a flight
4️⃣ Booking a hotel room
5️⃣ Renting a car
6️⃣ Ordering food delivery
7️⃣ Tracking a package
8️⃣ Sending money to friends or family
9️⃣ Checking account balances
🔟 Scheduling an appointment
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While all of these user intents are probably best handled with an in-app experience, the entry point being natural language is important: it allows users to start the conversation in the channel of their choice (e.g., chat, voice, text) without having to download a separate app.
Asking for directions from within a navigation app is great, but if you're already talking to your phone about something else, it's even better to be able to say "Hey Siri, how do I get home from here?" and have Siri open the navigation app with the right destination already inputted.
I’m currently the Chief Evangelist @ HumanFirst. I explore and write about all things at the intersection of AI and language; ranging from LLMs, Chatbots, Voicebots, Development Frameworks, Data-Centric latent spaces and more.
