Skip to content
Voiceflow
0:08:09
357
10
1
Last update : 02/10/2024

Mastering AI Fallback Conversations: A Jet Blue Case Study ✈️

Ever wondered how AI agents handle those off-the-wall questions? 🤔 This breakdown reveals the secrets behind building a robust state machine for customer fallbacks, inspired by a Jet Blue AI agent example. 🤖

🗺️ The Blueprint: Design a Flexible System

Imagine your AI agent as a choose-your-own-adventure book. 📖 To ensure a smooth user experience, you need a clear roadmap. We’ll use a component-based approach in Voiceflow for ultimate flexibility.

🧩 Why Components Rock:

  • Reusability: Think of them as Lego bricks you can plug in anywhere!
  • Organization: Keeps your project tidy and manageable.
  • Efficiency: Build once, use everywhere!

🧠 Understanding User Intent: The Power of Prompting

Just like training a puppy 🐶, you need to teach your AI agent how to understand and respond to different situations. This is where prompting comes in!

📝 Crafting the Perfect Prompt:

  • Clear Role: Define what your AI agent should do (e.g., “You are a helpful Jet Blue AI assistant”).
  • Evaluation Criteria: Tell it how to assess user input (e.g., context, relevance, emotional state).
  • Output Indicators: Specify the desired output format (e.g., “Respond with ‘Knowledge Base’ if the user asks a question answerable by the knowledge base.”).

Pro Tip: Use Claude Sonnet 3.5 for crafting those powerful prompts!

With your prompts ready, it’s time to build the brains of your state machine! 🧠⚡️

🛣️ Setting the Paths:

  1. Knowledge Base: Directly answer questions from your knowledge base.
  2. Unrelated Queries: Gently guide the user back to the main topic.
  3. Human Assistance: Offer a seamless transfer to a human agent.
  4. Ending the Flow: Gracefully exit the conversation when needed.

Key Point: Use the “Contains” function in Voiceflow to ensure your logic branches work even with slight variations in AI output.

🔁 Handling the Unexpected: Grace Under Pressure 🧘‍♀️

Life throws curveballs, and so will your users! ⚾ Your AI agent needs to handle unexpected inputs with grace.

🤯 When Users Go Off-Script:

  • Polite Declines: “I understand that’s important to you, but I’m designed to assist with Jet Blue flight information.”
  • Refocusing the Conversation: “Let’s get back on track. What else can I help you with regarding your flight?”
  • Safety Net: If a user repeatedly provides unrelated input, politely exit the conversation.

Remember: The goal is to create a positive and helpful experience, even when users throw you a curveball.

🚀 Resources for Your AI Journey:

🎉 Conclusion:

By mastering prompt engineering, conversation logic, and graceful fallback handling, you can create AI agents that deliver exceptional user experiences, no matter the scenario!

Other videos of

Play Video
Voiceflow
0:11:33
7
0
1
Last update : 04/10/2024
Play Video
Voiceflow
0:03:17
30
4
0
Last update : 03/10/2024
Play Video
Voiceflow
0:15:22
33
5
1
Last update : 03/10/2024
Play Video
Voiceflow
0:17:25
333
14
1
Last update : 02/10/2024
Play Video
Voiceflow
0:29:23
492
19
5
Last update : 02/10/2024
Play Video
Voiceflow
0:49:53
293
15
1
Last update : 02/10/2024
Play Video
Voiceflow
0:28:51
772
32
10
Last update : 25/09/2024
Play Video
Voiceflow
0:03:17
1 650
58
27
Last update : 25/09/2024
Play Video
Voiceflow
0:05:56
611
31
2
Last update : 25/09/2024