For example, the input "I need to cancel right away" gives 46% confidence on 'cancel account' and 49% on 'cancel subscription'. With a threshold of 80, the assistant will ask the user to rephrase.
With disambiguation, when the assistant finds that more than one action/intent can fulfill a customer's request, it will asks the customer for clarification. Instead of asking for a rephrase, your assistant shows a list of the possible actions to the customer, and asks the customer to pick the right one.
User: "I need to cancel right away"
Assistant: "What would you like to do?"
Cancel my account
Cancel my subscription
This prevents the user from having to rephrase (and likely still not getting an answer) and gives the control of the conversation back to the assistant.
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