edge case

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Edge cases are outcomes of a conversation that are not expected , that rarely occur and therefore represent exceptions in the conversation . These edge cases are created, among other things, within the Conversational Map or the Conversation Flows. The counterpart to edge cases is the Happy Paths are. Here, the expected outcomes of a conversation are described, which are most frequently taken by the user.

Example for the Happy Path on the Use Case "Order Pizza

This example shows what a "happy" conversation between user and chatbot can look like when ordering a pizza. All information that the user provides to the chatbot can be processed and no misunderstandings arise.

Example for the Happy Path

Example for the Edge Case at the Use Case "Order Pizza

This example shows that there can also be great potential for error if the user sends answers that the chatbot cannot process. The graphic below shows that the user enters an address that is outside of Germany. In this case, no delivery can take place. Such edge cases should be considered in advance and mapped in the conversational map. You should ask yourself how to deal with the user in such situations. For example, you can inform the user that you only deliver within Germany or you can give them the option to enter the address again in case of a misunderstanding.

Example of Edge Cases in Conversations

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