Chatbots: What to Do When They Don’t Understand Queries

Chatbots: What to Do When They Don't Understand Queries

Chatbots and Unresolved Queries: What’s the Next Step?

When interacting with a chatbot, there may be instances where it cannot successfully resolve a user’s query. The chatbot must handle these situations effectively to maintain user trust and satisfaction. Here’s a guide on how chatbots should react in such scenarios.

1. Acknowledge the Limitation Firstly, the chatbot should acknowledge its limitation in providing an appropriate solution. This could be due to various reasons such as a misunderstanding of the user’s intent or the query being outside its training parameters.

For instance, the chatbot might respond with:

  • “I’m sorry, I’m currently unable to provide a solution to your query.”
  • “Apologies, but resolving your query is beyond my capabilities at this moment.”
  • “Regrettably, I don’t have the answer to your question right now.”

These responses show that the chatbot recognizes its limitations and is programmed to admit them, which is essential in maintaining user trust.

2. Guide the User The next step is to guide the user on what they can do. This might include suggesting they rephrase the question or offering to connect them with a human agent for further assistance.

Example responses could be:

  • “You might want to try rephrasing your query, or I can connect you with a human agent for more help.”
  • “Consider rewording your question for clarity, or I can direct you to a human colleague for additional support.”

This step ensures the user knows there are alternatives and that they are still being supported, despite the chatbot’s current limitations.

3. Empower User Decision Lastly, empower the user to make a choice. Provide straightforward options and limit them to avoid overwhelming the user. This approach ensures that the user feels engaged, in control, and valued, even when their initial query wasn’t resolved by the chatbot.

In conclusion, when a chatbot encounters a query it can’t resolve, acknowledging its limitations, guiding the user on what to do next, and empowering them to make a decision are key steps to ensure a positive user experience. This approach helps maintain user trust and satisfaction, crucial for the effectiveness of any chatbot.

Learn why it’s so valuable to get this right on our Conversational AI service page.

We’re a Conversational AI Agency based in the United Kingdom with clients worldwide. From strategy to implementation, we’re here to help make your conversations matter.

Contact Info

join our Newsletter

Sign up for our newsletter to enjoy free marketing tips, inspirations, and more.