Recommendation 4.2.9:
Use whatever information that is available about the user to tailor the conversation
Benefits Users
Cognitive
Relevant W3C Guidance
Phase 1: Gather & Organize
Additional Information
- “Context” refers to everything not being said in the conversation, but present in the participants’ awareness. This includes remembering what was said in earlier conversations or understanding what has been said in the greater context (e.g., if someone’s occupation is listed as “Unemployed”, the question of salary might be skipped.)
Read More
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Ultimate AI blog about context-aware conversations
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Voiceflow blog about context-aware conversations
Phase 2: Design & Implement
Design Question
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Does the user’s context impact the conversation topic?
- Understand the user’s context when using the chatbot, including the user’s location, time-zone, device, browser, operating system. Consider saving information the user has already input into the chatbot or website.
Phase 3: Test & Evaluate
Ask the User
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Did you you have to give the chatbot information it should already know?
- This question is subjective; use a Likert scale. This question should be asked post-study.