A conversational flow is a diagram that describes how a conversation unfolds.
The diagram is used to teach the bot how to manage a conversation.
The flow guides the conversation in a coherent and focused way towards a specific goal, providing answers to the user’s questions, gathering necessary information and assisting the user in performing specific tasks.
The main characteristics of a conversational flow in conversational AI include:
Programmed structure: The conversational flow is defined in advance with a series of steps or phases that specify how the system will respond to different situations or questions from the user.
Guided Interaction: The AI system uses predefined logic to determine how to answer various user questions and what questions to ask next.
Specific Purpose: The conversational flow is designed to serve a specific purpose, which could be customer support, booking appointments, searching for information, processing transactions, or any other specific task.
Personalization: The conversational flow can be personalized based on user information, such as name or preferences, to make the interaction more personal.
Automation: Most conversational AI flows are fully automated, with an artificial intelligence system managing the entire conversation. However, in some cases, they may require the intervention of a human being when the system is not able to handle certain situations (handover).