{"id":18055,"date":"2018-07-22T08:58:00","date_gmt":"2018-07-22T08:58:00","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?post_type=docs&#038;p=14962"},"modified":"2023-11-20T10:05:30","modified_gmt":"2023-11-20T10:05:30","slug":"interruption-handling-context-switching-intents","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/","title":{"rendered":"Interruptions Management"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Human conversations are characterized by twists and turns, and no two directions are ever the same. Natural conversations often tend to go beyond linear intent resolution paths defined in virtual assistants. Ideally, a user allows the VA to take an intent to its logical conclusion before initiating another, but that is not always the case.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider the following conversation for example:<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47503\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase.png\" alt=\"\" width=\"507\" height=\"503\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase.png 507w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase-150x150.png 150w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase-300x298.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173255\/flight-usecase-100x100.png 100w\" sizes=\"auto, (max-width: 507px) 100vw, 507px\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">It includes an entity value for the assistant to proceed with the current intent, while also presenting a new user requirement or intent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">VAs must account for this by allowing users to pause a task, start and complete another task, and seamlessly return to the original task without losing important contextual data and conversation continuity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kore.ai provides you with granular control over hold and resume functionality at the VA, task, and node levels, and allows you to <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/context-management\/\"><span style=\"font-weight: 400;\">control context switching<\/span><\/a> <span style=\"font-weight: 400;\">rules and behaviors. You can handle such interruptions in intent flows by providing a whole range of options to define the task-switching experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The <\/span><strong>Manage Interruptions<\/strong><span style=\"font-weight: 400;\"> options allow you to select if and how a user can switch to another task, as well as the exit strategies. It can be set up at the VA, task, and node levels to ensure the configurations are layered to suit your various business requirements. You can also add conditional exceptions between tasks with the ability to pass contextual data between them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The following sections describe:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The configuration hierarchy at the VA, task, and node levels.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The various configurations you can use to Manage Interruptions.<\/span><\/li>\n<\/ul>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Interruptions_Hierarchy\"><span style=\"font-weight: 400;\">Interruptions Hierarchy<\/span><\/span><\/h1>\n<p><span style=\"font-weight: 400;\">Apart from defining the generic interruptions options at the VA level, you can customize these options at the dialog task or dialog node level. When you set up the Hold and Resume options in more than one levels, the order of precedence of the settings works as follows:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Node level settings,<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Dialog task level settings,<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">VA level settings.<\/span><\/li>\n<\/ol>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Node_Level_Settings\"><span style=\"font-weight: 400;\">Node Level Settings<\/span><\/span><\/h1>\n<p><span style=\"font-weight: 400;\">You can customize the interruptions settings at the node level. If you customize the settings for a node, this configuration takes the highest precedence.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To customize the interruptions settings for a node:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Open the dialog task and then the node to change settings.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Click the <\/span><strong>instance tab<\/strong><span style=\"font-weight: 400;\"> and select <\/span><strong>Advanced Controls<\/strong><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Under the <\/span><strong>Interruptions Behavior<\/strong><span style=\"font-weight: 400;\"> section, select<\/span><strong> Customize for this node<\/strong><span style=\"font-weight: 400;\"> and make the necessary configurations. These configurations are the same as discussed in the VA level <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/#Bot_Level_Settings\"><span style=\"font-weight: 400;\">Interruptions Settings<\/span><\/a><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173309\/node-level.gif\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47509\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173309\/node-level.gif\" alt=\"\" width=\"516\" height=\"740\" \/><\/a><br \/>\n<\/span><\/li>\n<\/ol>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Dialog_Level_Settings\"><span style=\"font-weight: 400;\">Dialog Level Settings<\/span><\/span><\/h1>\n<p><span style=\"font-weight: 400;\">The dialog level Interruptions customizations have higher priority over VA level settings but rank lower than the node level customizations or any exceptions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To customize the Interruptions settings for a dialog:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><strong>Open the Dialog task<\/strong><span style=\"font-weight: 400;\"> you want to customize.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">On the top-right of the dialog builder, click the <\/span><strong>more options icon<\/strong><span style=\"font-weight: 400;\"> and then click <\/span><strong>Manage Interruptions<\/strong><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173240\/dialog-level.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47494\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173240\/dialog-level-1024x462.png\" alt=\"\" width=\"640\" height=\"289\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173240\/dialog-level-1024x462.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173240\/dialog-level-300x135.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173240\/dialog-level.png 1922w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Under the Interruptions Behavior section, select <\/span><strong>Customize for this task<\/strong><span style=\"font-weight: 400;\"> and make the necessary configurations. These settings are the same as discussed above for the Bot Level <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/#Allow_Interruptions\"><span style=\"font-weight: 400;\">Interruptions<\/span><\/a><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173246\/dialog-level-options.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47497\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173246\/dialog-level-options.png\" alt=\"\" width=\"640\" height=\"692\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173246\/dialog-level-options.png 782w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173246\/dialog-level-options-278x300.png 278w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ol>\n<table style=\"width: 100%; border-collapse: collapse; background-color: #fffbea;\">\n<tbody>\n<tr>\n<td style=\"width: 100%;\"><strong><em>Note<span style=\"font-weight: 400;\">: If you do not customize Interruptions settings at the node or task level, the <\/span><span style=\"font-weight: 400;\">VA <\/span><span style=\"font-weight: 400;\">level settings apply.<\/span><\/em><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Bot_Level_Settings\"><span style=\"font-weight: 400;\">Bot Level Settings<\/span><\/span><\/h1>\n<p><span style=\"font-weight: 400;\">The VA Level interruptions settings can be overridden at the task level as discussed above.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can access the interruption settings for your VA from under <\/span><strong>Build &gt; Intelligence &gt; Manage Interruptions<\/strong><span style=\"font-weight: 400;\"> page.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> <a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173235\/build-intel-manageinterruptions.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47491\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173235\/build-intel-manageinterruptions.png\" alt=\"\" width=\"640\" height=\"661\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173235\/build-intel-manageinterruptions.png 828w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173235\/build-intel-manageinterruptions-291x300.png 291w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Platform provides options for <\/span><em><span style=\"font-weight: 400;\">Interruptions Behavior<\/span><\/em><span style=\"font-weight: 400;\"> under the following three categories:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><strong>Allow interruptions<\/strong><span style=\"font-weight: 400;\">: Provides options for you to choose for holding a task and options to resume it later.<\/span><\/li>\n<li style=\"font-weight: 400;\"><strong>Do not allow interruptions<\/strong><span style=\"font-weight: 400;\">: Stops new tasks from interrupting the current task.<\/span><\/li>\n<li style=\"font-weight: 400;\"><strong>Allow the end user to select the behavior<\/strong><span style=\"font-weight: 400;\">: Seeks end-user confirmation to switch to a new task and provides several resume options for you to pick from.<\/span><\/li>\n<\/ul>\n<table style=\"width: 100%; border-collapse: collapse; background-color: #fffbea;\">\n<tbody>\n<tr>\n<td style=\"width: 100%;\"><strong><em>Note<\/em><\/strong><em><span style=\"font-weight: 400;\">: When the user provides input after a session has ended, i.e. after at least 15 minutes of inactivity, and if the input is within the previous session context, it is treated as an interruption scenario. If instead, the user comes back with a new utterance, then the old context is discarded and a new conversation is started.<\/span><\/em><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span class=\"ez-toc-section\" id=\"Allow_Interruptions\"><span style=\"font-weight: 400;\">Allow Interruptions<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once you allow for task interruption, you need to specify the VA\u2019s\u00a0 behavior in such scenarios as what should happen to the current task, where should the conversation go once the interruption task has been completed, etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Following are the options under <\/span><strong>Allow interruptions.<\/strong><\/p>\n<table>\n<tbody>\n<tr>\n<th><strong>OPTION<\/strong><\/th>\n<th><strong>DESCRIPTION<\/strong><\/th>\n<\/tr>\n<tr>\n<td><strong>Hold the current task and resume back once the new task is completed<\/strong><\/td>\n<td><span style=\"font-weight: 400;\">This option lets the assistant switch to a new intent as soon as it is detected irrespective of the current intent flow. When you select this option, the Resume Options section appears providing further choices to define how to resume the on-hold task once the new intent task is completed.\u00a0 Refer to the <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/#Resume_Options\"><span style=\"font-weight: 400;\">Resume Options<\/span><\/a><span style=\"font-weight: 400;\"> section below for details.<\/span><\/td>\n<\/tr>\n<tr>\n<td><strong>Discard the current task and switch to new<\/strong><\/td>\n<td><span style=\"font-weight: 400;\">When you select this option, the VA discards the current task and switches to a new task soon after it encounters another intent. The VA sends a message to notify the user before switching to the new task and the current task would be discarded. You can customize the message from the <\/span><strong>Manage Response <\/strong><span style=\"font-weight: 400;\">setting.<\/span><\/td>\n<\/tr>\n<tr>\n<td><strong>Switch to a new task without any notification to the user and discard the current task<\/strong><\/td>\n<td><span style=\"font-weight: 400;\">When you select this option, the VA discards the current task and switches to a new task soon after it encounters another intent. The VA does not notify the user about the switch and does not resume the current task later.<\/span><\/td>\n<\/tr>\n<tr>\n<td><strong>Continue with the current task and add a new task to the follow-up task list<\/strong><\/td>\n<td><span style=\"font-weight: 400;\">When you select this option, the VA continues on the current task even if it encounters a new intent. It, however, adds the new intent to the Follow-up intents array. Refer to the <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/sub-intents-and-follow-up-intents\/#Follow-up_Intents\"><span style=\"font-weight: 400;\">Follow-up Intents<\/span><\/a><span style=\"font-weight: 400;\"> documentation for more information.<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span class=\"ez-toc-section\" id=\"Do_not_allow_interruptions\"><span style=\"font-weight: 400;\">Do not allow interruptions<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When you select this option, the assistant-level <\/span><strong>interruptions<\/strong><span style=\"font-weight: 400;\"> are turned off. However, you may override this behavior for selected tasks, linked dialogs (exceptions), or node levels. Refer to the <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/#Interruptions_Hierarchy\"><span style=\"font-weight: 400;\">Interruptions Hierarchy <\/span><\/a><span style=\"font-weight: 400;\">section above for more information.<\/span><\/p>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Allow_the_end_user_to_select_the_behavior\"><span style=\"font-weight: 400;\">Allow the end user to select the behavior<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When you select this option, the VA presents the end-user with a confirmation message asking if the user wants to switch to a new task. The VA switches to the new task only if the end-user chooses to do so. You can customize the confirmation message sent to the user by clicking the <\/span><strong>Manage Response <\/strong><span style=\"font-weight: 400;\">link next to the option.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You need to define a <\/span><em><span style=\"font-weight: 400;\">Resume<\/span><\/em><span style=\"font-weight: 400;\"> option that the VA should take if the user decides to switch the task. Refer to the <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-intelligence\/interruption-handling-context-switching-intents\/#Resume_Options\"><span style=\"font-weight: 400;\">Resume Options<\/span><\/a><span style=\"font-weight: 400;\"> section below for details.<\/span><\/p>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Resume_Options\"><span style=\"font-weight: 400;\">Resume Options<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once you allow the task to be put on hold and proceed with the interruption task, you must configure the <\/span><em><span style=\"font-weight: 400;\">Resume<\/span><\/em><span style=\"font-weight: 400;\"> option i.e. how the on-hold task should be handled once the interrupting task is completed.<\/span><\/p>\n<table>\n<tbody>\n<tr>\n<th style=\"width: 234px;\"><strong>OPTION<\/strong><\/th>\n<th style=\"width: 428px;\"><strong>DESCRIPTION<\/strong><\/th>\n<\/tr>\n<tr>\n<td style=\"width: 234px;\"><strong>Get confirmation with the user before resuming an on-hold task<\/strong><\/td>\n<td style=\"width: 428px;\"><span style=\"font-weight: 400;\">After executing the new task, the VA gives Yes or No options to the user to return to the last on-hold task. You can write a custom message for the user by clicking the <\/span><strong>Manage Response<\/strong><span style=\"font-weight: 400;\"> link next to the option.<\/span><\/p>\n<p><strong>Example:<\/strong><\/p>\n<p><code>User: Hi<\/code><br \/>\n<code>VA: Hello!<\/code><br \/>\n<code>User: Can you book me a flight for tomorrow?<\/code><br \/>\n<code>VA: From which city are you flying?<\/code><br \/>\n<code>User: Los Angeles<\/code><br \/>\n<code>VA: Where to?<\/code><br \/>\n<code>User: By the way, what\u2019s the weather forecast for tomorrow?<\/code><br \/>\n<code>VA: Please enter the name of the city for the forecast.<\/code><br \/>\n<code>User: Los Angeles<\/code><br \/>\n<code>VA: Weather Forecast for Los Angeles<\/code><br \/>\n<code>Date: March 15<\/code><br \/>\n<code>Temperature: 25 C<\/code><br \/>\n<code>Condition: Mostly Sunny<\/code><br \/>\n<code>VA: Should I continue with the task 'Book Flight'?<\/code><br \/>\n<code>User: Yes<\/code><br \/>\n<code>VA: Enter the name of the destination airport<\/code><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 234px;\"><strong>Notify the user with a message that the on-hold task is being resumed<\/strong><\/td>\n<td style=\"width: 428px;\"><span style=\"font-weight: 400;\">Notifies the user with a message and resumes the last task that\u2019s kept on hold without user confirmation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can customize the notification message by clicking the <\/span><strong>Manage Response<\/strong><span style=\"font-weight: 400;\"> link next to the option.<\/span><\/p>\n<p><strong>Example:<\/strong><\/p>\n<p><code><span style=\"font-weight: 400;\">User: Hi<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Hello!<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Can you book me a flight for tomorrow?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: From which city are you flying?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Where to?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: By the way, what\u2019s the weather forecast for tomorrow?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Please enter the name of the city for the forecast.<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Weather Forecast for Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Date: March 15<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Temperature: 25 C<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Condition: Mostly Sunny<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Resuming interrupted task Book Flight<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Enter the name the of the destination airport<\/span><\/code><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 234px;\"><strong>Resume the on hold task without any specific message to the user<\/strong><\/td>\n<td style=\"width: 428px;\"><span style=\"font-weight: 400;\">Directly resumes the last task that\u2019s kept on hold soon after the current task is executed.<\/span><\/p>\n<p><strong>Example:<\/strong><\/p>\n<p><code><span style=\"font-weight: 400;\">User: Hi<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Hello!<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Can you book me a flight for tomorrow?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: From which city are you flying?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Where to?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: By the way, what\u2019s the weather forecast for tomorrow?<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Please enter the name of the city for the forecast.<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">User: Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Weather Forecast for Los Angeles<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Date: March 15<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Temperature: 25 C<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">Condition: Mostly Sunny<br \/>\n<\/span><\/code><code><span style=\"font-weight: 400;\">VA: Enter the name of the destination airport<\/span><\/code><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 234px;\"><strong>Always resume the on hold task without any specific message to the user if the task is ended in a single response<\/strong><\/td>\n<td style=\"width: 428px;\"><span style=\"font-weight: 400;\">Sometimes, the switched-over tasks end with a single response. For example, in the weather forecast example above, if the user had directly entered <\/span><em><span style=\"font-weight: 400;\">By the way, what\u2019s the weather forecast for LA tomorrow?<\/span><\/em><span style=\"font-weight: 400;\"> the VA would have merely responded with the forecast, with no further steps.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In such cases, if you select this option, the assistant switches back to the task on hold without any confirmation or notification, regardless of the option you\u2019ve chosen.<\/span><\/p>\n<table style=\"border-collapse: collapse; width: 100%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 100%;\">\n<table style=\"height: 64px; background-color: #fffbea;\">\n<tbody>\n<tr style=\"height: 64px;\">\n<td style=\"width: 414px; height: 64px;\"><strong><em>Note<\/em><\/strong><em><span style=\"font-weight: 400;\">: The switching happens directly, without any notification to the end-user.<\/span><\/em><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span class=\"ez-toc-section\" id=\"On_Hold_Quantity\"><span style=\"font-weight: 400;\">On Hold Quantity<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can select the number of tasks that you want to keep on hold from the <\/span><strong>On Hold Quantity <\/strong><span style=\"font-weight: 400;\">field. The assistant keeps a maximum of this number of tasks on hold and ignores the tasks once this value is reached.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if you specify the On Hold Quantity as 1 and if a third intent comes into play, the VA will not allow the new task to be initiated regardless of interruptions options.<\/span><\/p>\n<table style=\"width: 100%; border-collapse: collapse; background-color: #fffbea;\">\n<tbody>\n<tr>\n<td style=\"width: 100%;\"><strong><em>Note<span style=\"font-weight: 400;\">: Tasks always resume in reverse chronological order. So, if you kept task 2 on hold after task 1, task 2 resumes before task 1.<\/span><\/em><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Manage_Behavior_for_FAQs\"><span style=\"font-weight: 400;\">Manage Behavior for FAQs<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can choose whether FAQs should honor the interruptions settings or if FAQs should be always responded to.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173252\/faq-interruptions.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47500\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173252\/faq-interruptions-1024x434.png\" alt=\"\" width=\"640\" height=\"271\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173252\/faq-interruptions-1024x434.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173252\/faq-interruptions-300x127.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173252\/faq-interruptions.png 1922w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">The flag <\/span><strong>Interruption Behavior for FAQs<\/strong><span style=\"font-weight: 400;\"> will allow you to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Always identify and respond to FAQs when interruptions are enabled. This is the default setting.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Always identify FAQs when interruptions are enabled and proceed as per the Hold and Resume settings.<\/span><\/li>\n<\/ul>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Manage_Behavior_for_Ambiguous_Intents\"><span style=\"font-weight: 400;\">Manage Behavior for Ambiguous Intents<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can handle ambiguous intents during a conversation flow by setting the flag <\/span><strong>Behavior for Ambiguous Interruptions<\/strong><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173228\/ambiguous-interruptions.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47488\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173228\/ambiguous-interruptions-1024x434.png\" alt=\"\" width=\"640\" height=\"271\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173228\/ambiguous-interruptions-1024x434.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173228\/ambiguous-interruptions-300x127.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173228\/ambiguous-interruptions.png 1922w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">These settings allow you to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Present the ambiguous intents to the end-user and proceed as per the Hold and Resume Settings. In case the user selects a task and the interruptions setting is:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">Continue the current task and add a new task to the follow-up task list<\/span><\/em><span style=\"font-weight: 400;\">, then the current task will be kept on hold and the new task will be initiated.<\/span><\/li>\n<li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">Allow the end-user to select the behavior<\/span><\/em><span style=\"font-weight: 400;\">, then the new task will be initiated without asking the user since the selection has been already made.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">All other <\/span><em><span style=\"font-weight: 400;\">hold<\/span><\/em><span style=\"font-weight: 400;\"> options will be applied as usual.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Do not present ambiguous intents to the end-users and continue on the current task. This is the default setting.<\/span><\/li>\n<\/ul>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Manage_Behavior_for_Small_Talk\"><span style=\"font-weight: 400;\">Manage Behavior for Small Talk<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can handle small talk during a conversation flow by setting the flag <\/span><strong>Interruption Behavior for Small Talk<\/strong><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173315\/smalltalk-interruptions.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-47512\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173315\/smalltalk-interruptions-1024x434.png\" alt=\"\" width=\"640\" height=\"271\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173315\/smalltalk-interruptions-1024x434.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173315\/smalltalk-interruptions-300x127.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20221003173315\/smalltalk-interruptions.png 1922w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">These settings allow you to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">Respond to Small Talk and resume the on-hold task<\/span><\/em><span style=\"font-weight: 400;\"> \u2013 this is the default setting.<\/span><\/li>\n<li style=\"font-weight: 400;\"><em><span style=\"font-weight: 400;\">Execute the Small Talk using Hold &amp; Resume settings<\/span><\/em><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Manage_Behavior_for_User_Authorization\"><span style=\"font-weight: 400;\">Manage Behavior for User Authorization<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When a user gives any input at a prompt message for authorization that is not relevant, the following flow is followed:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If Small Talk intent is identified, then the Small Talk\u2019s response is displayed, and the authorization is re-prompted.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The Platform checks for the presence of any intents (tasks or FAQs) in the user utterance, irrespective of the configurations set for Manage Interruptions:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If the intent is identified, confirmation to discard the current task and trigger the new task is sought.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If multiple intents are identified, an ambiguity dialog along with the option to ignore the utterance and continue with the current task is presented.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If no intent is identified, then the user is re-prompted with the authorization link.<\/span><\/li>\n<\/ul>\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Human conversations are characterized by twists and turns, and no two directions are ever the same. Natural conversations often tend to go beyond linear intent resolution paths defined in virtual assistants. Ideally, a user allows the VA to take an intent to its logical conclusion before initiating another, but that is not always the case&#8230;.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[],"class_list":["post-18055","post","type-post","status-publish","format-standard","hentry","category-bot-intelligence"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18055","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=18055"}],"version-history":[{"count":38,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18055\/revisions"}],"predecessor-version":[{"id":60245,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18055\/revisions\/60245"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=18055"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=18055"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=18055"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}