Answer intents are the best approach for frequently asked questions – they are easy to implement, use the same NLP engine that powers regular intents, and deliver tremendous value.
“Can we customize them?”
The answer is – YES!
You can create a flow to handle all of the answer intents and even create a flow dedicated to a single answer intent.
One of the best practices in conversational design is to acknowledge the user query before following up on it. This is how we do it.
Add a Prelude
In order to acknowledge the user request, we use the Conversation Name to reflect it. For example, this is my conversation name for an intent that handles questions on promotions.
You can see this is an answer intent – which does not need a dialog flow. We can, however, customize this behavior. That means we need to create a flow that is called for answer events. Using the Main flow in the visual flow designer this can be done – we map the event answer intent to a flow. Every answer intent will call this flow from now onwards.
Now we can easily display the Conversation Name as a prelude, where we use the correspondent resource bundle key. After that, you add the displayIntentAnswer component which will display the actual answer. Pretty simple.
This is the result.
Add Feedback
Then you add the component getUserFeedback at the end.
And this is the result!
The rating feedback component comes out of the box, but if you wish to implement a different mechanism, like “thumbs-up-thumbs-down”, then check this article that explains that implementation in detail.