Conversation Types

7min

We offer 3 types of conversation types.
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 1. Document Search/Knowledge Base Retrieval
When to Use:
Users need quick, accurate answers.
They are looking for specific, factual information or solutions to a problem.
How It Works:
The system searches through a database, document repository, or predefined knowledge base.
Retrieves concise and relevant information in response to user queries.
Purpose:
Provide efficient access to detailed, pre-existing information.
Example Scenarios:
Finding a troubleshooting guide for software.
Retrieving company policies or FAQs.
Looking up product specifications.
Key Characteristics:
Information-focused and precise.
No conversational or "human-like" elements.
Ideal for reference material or direct answers.
2. Personality-Based Conversation
When to Use:
You want engaging, human-like interactions that mimic natural conversations.
The goal is to create an emotional connection or deliver information in a more relatable manner.
How It Works:
Uses conversational AI with a personality, tone, and character that align with your brand or use case.
Can handle open-ended questions and maintain an engaging dialogue.
Purpose:
Foster meaningful interactions and enhance user experience.
Example Scenarios:
Customer service bots that empathize and provide tailored advice.
Digital tour guides or educational tools with a friendly tone.
Marketing bots that align with your brand’s identity.
Key Characteristics:
Conversational and dynamic.
Focused on engagement and relatability.
Balances information delivery with a distinct personality.
3. Open Chatbot-Style Flow (Coming Soon)
When to Use:
The interaction requires step-by-step guidance or decision-making assistance.
Users need a structured flow to navigate complex processes.
How It Works:
Presents a series of prompts, options, or guided steps.
Leads users through a defined path to achieve a specific goal.
Purpose:
Help users complete tasks or processes with clarity and ease.
Example Scenarios:
Helping users complete a form or application.
Guiding someone through a troubleshooting process.
Onboarding workflows for new software or services.
Key Characteristics:
Structured and sequential.
Focused on solving complex or multi-step problems.
Often integrates interactive elements like buttons, forms, or options.
Summary of Differences:
Type
Focus
Purpose
Tone
Examples
Document Search/KB
Quick, precise answers
Provide detailed information efficiently
Neutral/Direct
FAQs, policy lookup, troubleshooting guides
Personality-Based
Engaging, human-like dialogue
Build rapport and deliver info dynamically
Relatable/Friendly
Customer service, educational interactions
Chatbot-Style Flow
Step-by-step guidance
Assist with tasks or decisions
Supportive/Guided
Forms, troubleshooting, onboarding workflows
Qualifying Questions - Which Conversation Works Best for Me?
What is the main purpose of the conversation?
If: Users need quick, accurate answers → Document Search/Knowledge Base Retrieval.
If: You want engaging, human-like interactions → Personality-Based Conversation.
If: The interaction requires step-by-step guidance → Chatbot-Style Flow (coming soon).
What kind of experience do you want for users?
If: Focused on efficiency and factual responses → Document Search/Knowledge Base Retrieval.
If: Designed to feel like a conversation with a person → Personality-Based Conversation.
If: A predictable, structured journey → Chatbot-Style Flow (coming soon).
How flexible should the conversation be?
If: Straightforward questions with clear answers → Document Search/Knowledge Base Retrieval.
If: Adaptable to user input and dynamic → Personality-Based Conversation.
If: Following a set sequence of steps → Chatbot-Style Flow (coming soon).
What do your users need most?
If: Fast access to information → Document Search/Knowledge Base Retrieval.
If: Relatable, engaging conversations → Personality-Based Conversation.
If: Clear instructions and guidance → Chatbot-Style Flow (coming soon).
How much structure is needed?
If: Minimal, just delivering information → Document Search/Knowledge Base Retrieval.
If: Creative and personality-driven → Personality-Based Conversation.
If: Highly structured and consistent → Chatbot-Style Flow (coming soon).
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Type	Focus	Purpose	Tone	Examples
Document Search/KB	Quick, precise answers	Provide detailed information efficiently	Neutral/Direct	FAQs, policy lookup, troubleshooting guides
Personality-Based	Engaging, human-like dialogue	Build rapport and deliver info dynamically	Relatable/Friendly	Customer service, educational interactions
Chatbot-Style Flow	Step-by-step guidance	Assist with tasks or decisions	Supportive/Guided	Forms, troubleshooting, onboarding workflows

Updated 12 Dec 2024

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