Fallback topics are useful in chatbot systems to handle the situations when a user’s input is not recognized or not detailed enough for the chatbot to provide a specific answer. In context of the PL-200 Microsoft Power Platform Functional Consultant exam, you can identify various use cases for fallback topics within Power Virtual Agents.
Use Case 1: General Inquiry Management
When a user interacts with a chatbot without any specific interrogative context, fallback topics can be used to manage such general inquiries. For example, if a user says “Hello,” a fallback topic could be designed to respond with a friendly greeting and offer navigation assistance.
Use Case 2: Handling Off-Topic Conversations
Consider your chatbot is designed to provide customer support for a specific product or service. If a user asks a question unrelated to that product or service, the chatbot may struggle to answer. A fallback topic can kick in here, informing the user their question is outside the chatbot’s expertise and redirecting them towards a more suitable resource.
Use Case 3: Managing Ambiguous or Incomplete User Inputs
When a user’s input is either vague or incomplete, fallback topics can allow the chatbot to ask follow-up questions to gather more information. This can help guide the conversation towards a meaningful resolution.
A table for clarity:
| Use Case | Example |
|---|---|
| General Inquiry Management | User: “Hello” Chatbot: “Hello! How can I assist you today?” |
| Handling Off-Topic Conversations | User: “What’s the weather like?” Chatbot: “I’m sorry, I am here to assist with our product. For weather information, please check a reliable weather forecasting platform.” |
| Managing Ambiguous or Incomplete User Inputs | User: “I need help.” Chatbot: “Of course, I’m here to help. Could you please provide me with more details?” |
The Process of Setting Up a Fallback Topic:
- Go to your Microsoft Power Virtual Agents dashboard, and from there, navigate to ‘Topics’.
- Select ‘Fallback Topic’. This will bring up an existing system fallback topic that you can customize according to your needs.
- Modify the messages to better suit your use-case. For example, if a user’s input does not match any existing topics, you could have your fallback message say, “I’m sorry, I didn’t quite understand that. Can you rephrase or provide more detail?”
Fallback topics enhance the overall convenience and user-friendliness of your chatbot, making them a crucial tool for creating an effective chatbot in Power Virtual Agents.
As you prepare for the PL-200 Microsoft Power Platform Functional Consultant exam, understanding fallback topics is important not only for conversational AI-building skills, you may also encounter questions about fallback topics in the exam. They are an essential ingredient in a well-rounded, robust chatbot strategy.
Practice Test
True or False: Fallback topics in Power Virtual Agents are designed to handle unrecognized user inputs.
- True
- False
Answer: True
Explanation: Fallback topics are triggered when the bot doesn’t recognize the user’s input or when no other topics match the user’s message.
Which of these functions can a fallback topic perform?
- A) Send a message to the user
- B) Transfer to a human agent
- C) End conversation
- D) All of the above
Answer: D) All of the above
Explanation: Fallback topics can be customized to perform various tasks such as sending a message, transferring to a human agent or ending the conversation based on the situation.
True or False: It’s possible to have multiple fallback topics in a bot.
- True
- False
Answer: False
Explanation: Only one fallback topic can be active in a bot at a given time.
What could be a use case for using fallback topics in Power Platform?
- A) To collect user feedback
- B) To handle unrecognized user inputs
- C) To deliver a marketing message
- D) To acknowledge receipt of an order
Answer: B) To handle unrecognized user inputs
Explanation: Fallback topics are used to intervene when the bot struggles to identify or understand user inputs.
Which of the following is NOT an appropriate use of fallback topics?
- A) Requesting additional help from a human agent
- B) Handling complex bot commands
- C) Redirecting the user to a different topic
- D) Displaying system errors
Answer: D) Displaying system errors
Explanation: Fallback topics are designed for handling unrecognized user inputs and not for displaying system error messages.
True or False: Fallback topics can be customized to ask the user to rephrase their message.
- True
- False
Answer: True
Explanation: Yes, the fallback topic can be designed to ask the user to rephrase their message when the initial input is not recognized by the bot.
In what scenario would a fallback topic typically be triggered?
- A) When the user asks a common question
- B) When the user input matches a predefined topic
- C) When the user input does not match any topic
- D) When the user compliments the bot
Answer: C) When the user input does not match any topic
Explanation: Fallback topics are designed to intervene when user inputs do not match any predefined or existing topic.
True or False: The Fallback topic is triggered when the confidence score of the most likely topic is below the specified threshold.
- True
- False
Answer: True
Explanation: This is one of the strategies that can be used to trigger the fallback topic.
Multiple Select: What types of actions can be added to a fallback topic?
- A) Transfer to agent
- B) Go to another topic
- C) End the conversation
- D) Show a video
Answer: A) Transfer to agent, B) Go to another topic, C) End the conversation.
Explanation: All these are possible actions that you can add to a fallback topic.
True or False: You can test your fallback topic using the Test bot pane located on the right side of the screen.
- True
- False
Answer: True
Explanation: The Test bot pane is where you can test all aspect of your bots including fallback topics.
Interview Questions
What is a fallback topic in the context of a Power Virtual Agent?
A fallback topic is a pre-built system topic that activates when user input is not recognized by any other defined topics in the bot. It helps to manage unrecognized input and ensure the user still gets a response.
Why is a fallback topic essential in Power Virtual Agents?
Fallback topics help to maintain a smooth user experience even when the bot can’t recognize user input. This keeps the conversation going and prevents users from reaching dead ends.
Can you customize the default fallback topic in Power Virtual Agents?
Yes, you can customize the default fallback topic to better suit the needs of your organization or chatbot’s purpose.
Is it possible to have more than one fallback topic in Power Virtual Agents?
No, there can only be one fallback topic in use at any given time in Power Virtual Agents.
How do you test the fallback topics in Power Virtual Agents?
You can test fallback topics by providing input that your bot doesn’t recognise in the test bot pane.
In what case would you want to edit the fallback topic?
You would want to edit the fallback topic to optimally align it with your chatbot’s functionality or if your bot frequently encounters unrecognized inputs.
What is the purpose of the Escalate topic?
The Escalate topic is another pre-built system topic in Power Virtual Agents used when a conversation needs to be handed over to a human agent for resolution.
Can you use fallback topics to gather data on unidentified user needs?
Yes, fallback topics can help to identify gaps in your bot’s knowledge by analyzing the unrecognized user inputs, which can be used to enhance your bot’s functionality.
What are some examples of use cases for fallback topics?
Fallback topics can be used in customer service chatbots when the bot does not understand the customer query. They can also be used in helpdesk bots when the user input is not understood.
Are fallback topics and system topics the same in Power Virtual Agents?
No, while fallback topic is a type of system topic, there are also other system topics like Escalate topic and Survey topic. They each have specific use cases and serve different functions during a chatbot conversation.
Can you turn off the fallback topic?
No, it is always on to ensure there is a response when user inputs are not recognized.
How many actions can be contained within a fallback topic?
The fallback topic can include multiple actions, including showing a message, calling an action, asking a question, going to another topic, or ending the conversation.
Can you link a fallback topic to a live agent?
Yes, you can add a ‘Call an action’ which directs the conversation to a live agent within your fallback topic.
When is the fallback topic triggered in Power Virtual Agents?
The fallback topic is triggered when none of the existing topics in the bot are able to match or recognize the user’s input.
Can a change in the fallback topic reflect in real-time?
Yes, changes made to the fallback topic in the Power Virtual Agent reflect in real-time, affecting ongoing and future conversations.
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