VA - Custom Fallback workflow

[poornimanar]

Hello,

I need a help on VA fallback topic,

 

Requirement: Generative AI Fallback to HR Support Options

The HR Virtual Assistant is configured in Conversational Studio and uses Generative Answers to respond to users' HR-related queries based on internal Knowledge Articles. Each AI-generated response includes source references (Knowledge Articles). Users may express dissatisfaction by typing messages such as "not satisfied", "not helpful", "this didn't answer my question", or similar feedback.

Current Behavior

Currently, when a user expresses dissatisfaction (either by typing a dissatisfaction message or through the existing fallback behavior), the assistant immediately displays the custom fallback topic containing HR support options such as:

• Live Chat / HR Support
• Create HR Case
• Show My HR Tickets

This results in users being routed to support options after the first unsuccessful AI response.

 

Required Behavior

The assistant should first make multiple attempts to satisfy the user's query before offering support options.

The desired conversation flow is as follows:

1. The user asks an HR-related question.
2. The Assistant provides a Generative Answer with Knowledge Article sources.
3. If the user is satisfied, the conversation continues normally.
4. If the user indicates dissatisfaction ( by entering a dissatisfaction message), the Assistant should attempt to provide another AI-generated response instead of immediately displaying the support options.
5. This process should repeat until the Assistant has received three dissatisfaction indications during the same conversation.
6. After the third unsuccessful attempt, the Assistant should stop attempting to answer the query and instead display the following message:

Thank you for your feedback, <User First Name>. I strive to improve and provide better support.

followed by the available support options:

• Live Chat
• Create HR Case
• Show My HR Tickets

Could someone please help suggesting a better approach to achieve this requirement.