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Bot treating "yes/no" reply as a separate question

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Ewa Kondratowicz

Data ultimo post: 23 apr 2024

Hi All,

Some of our clients choose to type “yes” instead of clicking on it when the Bot asks them to confirm something.  It leads to absurd situation like that:

 

"Bot: I understand you would like to close your account.  Is that right? (displays yes and no options)

Client: yes (typed)

Bot: I'm sorry, I didn't understand that. Can you please try rephrasing it?"

 

If the client writes 'yes' instead of clicking on this option, bot treats this as a separate question and asks to rephrase it.  The problem is that This is really frustrating to clients and makes a horrible impression.

 

Does anyone have a solution for that?

Thanks!

 

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