(Default) Fallback Intent

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The fallback intent (also default fallback intent, fallback message, fallback message, error message, fallback interaction) is played if the chatbot cannot assign the user's request to an existing intent or if the confidence score of the assigned intents is too low.

Recommended structure of Fallback Intents

As the Fallback Intent is potentially one of the most played messages, special attention should be paid to the structure and the Conversational Copywriting of the Fallback message:

  • Clearing up the misunderstanding
  • Remind the user of the capabilities and limitations of the chatbot.
  • Call to action: What can the user do next (make suggestions)?

It is equally important to vary the fallback message so that the user does not receive the same message repeatedly.

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