Recommendation 4.2.18:
Clearly communicate user input errors or agent miscomprehension to assist in recovery
Benefits Users
Visual | Cognitive | Speech
Relevant W3C Guidance
Phase 1: Gather & Organize
User Research
- Observe users completing this task in person. What phrasing do they use? Do the users understand the way the chatbot communicates, evewn if it doesn’t match the way they communicate?
Phase 2: Design & Implement
Examples
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“I think I misunderstood your request; can you say it again?”
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“I’m not sure I understood. Do you mean you want to check your recent transactions?”
Antipattern
- Don’t make users start over every time the chatbot misunderstands them; they may become frustrated and stop using the chatbot. If possible, back up the conversation a couple steps and proceed from there.
Phase 3: Test & Evaluate
Ask the User
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Did the chatbot acknowledge when it misunderstood you?
- This question is subjective; use a Likert scale. This question should be asked post-study.