Utilising NLP platforms like Dialogflow to create conversational chatbots is a great way to provide your customers with quick and easy answers without having to resort to a human customer service agent. But like all new cutting-edge technologies, they all have their limits and rough edges. One example of this with Dialogflow is that it can only process one intent per query at a time. Or, in other words, it can only handle one question at a time. And from the chatbots that we’ve built, we’ve found that people like to ask chatbots A LOT of questions at once A LOT of the time.
Most often, these multi-question queries end up confusing Dialogflow and it ends up hitting a fallback intent, like the Default Fallback Intent, which is what happens when Dialogflow can’t process the query and match it to an intent. Usually the responses for these default fallback intents are asking the user to rephrase or to say a question again, such as “I didn’t get that. Can you say it again?”