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A happy path is an expected outcome of a conversation and, above all, the conversation paths that are most frequently taken by the user . These happy paths are created, among other things, within the Conversational Map or the Conversation Flows. The counterpart to Happy Paths are Edge Cases represent. Here, you highlight outcomes of a conversation that are not expected, that rarely occur and therefore represent exceptions in the conversation.

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 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.

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