Design with context
Consider how your design will adapt to context across these five areas:
User, Conversation, Bot, Situational, and Global contexts.
- User:
- Bound to the User ID, the User Context allows variables to persist through any bot and any conversation a User is having.
- Consider:
- First time or repeat user?
- Are they returning to the conversation within 24 hrs? If yes, consider a different greeting message (ie- Are you here about a previous issue?)
- Leverage SDE’s and Authentication for Personalization.
- Are they already logged in?
- Can they be greeted by their first name?
- What context can be derived from their account, activity, and page/screen last viewed?
- Are they “VIP” or have other qualities/ attributes that require different replies?
- Ex: In store/ online purchase
- Conversation (Session) Context
- Bound to the Conversation ID, the Conversation Context allows variables to persist through any bot within a single conversation session.
- Bot
- Bound to an individual bot, the Bot Context allows variables to persist with visibility to that bot only.
- Global
- Bound to the Account, the Global Context allows variable visibility to any bot at any time.
- Situational
- How will you design for any IROP events (Irregular Operations), such as inclement weather causing an internet outage or flight delay?
For more info about the Conversation Context Service, visit this page.
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