As part of our How-To series, we've created a conversation design template that you can use for insurance businesses.

Within this template, you’ll have access to:

• Meya’s essential conversation design guide
• A clear structure for building our your MVP bot
• Hints and tips for beginners

Eligibility questions for voice-enabled experiences

When designing a flow with a specific outcome, you want to make sure you've setup the right criteria to ensure that the expected result will be returned. This is particularly challenging for voice-enabled experiences which can not rely on buttons, drop-down menus or sliders.

Below you will find an example of building out a robust and intelligent text-only flow to capture a user's height. You can see it is utilizing Google Dialogflow for extra refinement.

1steps:
2  - if: (@ user.height )
3    then: end
4    else: next
5
6  - (height_question)
7  - ask_form: (@ _("What is the height of the individual?") )
8    composer:
9      placeholder: (@ _("Type a message") )
10    expect: dialogflow
11    integration: integration.dialogflow
12    label: (@ _("Height (use feet + inches or centimeters)") )
13    placeholder: (% trans %) ex. 5' 2", 175 cm (% endtrans %)
14    error_message: >
15      (% trans %)
16      Sorry, I could not determine the height. Could you please try again. You
17      can specify the height in either feet and inches or in centimeters.
18      (% endtrans %)
19    intent: input_height
20  - if: (@ flow.ok )
21    then: next
22    else:
23      jump: height_question
24  - type: component.validate.height
25    entities: (@ flow.dialogflow_response.queryResult.parameters )
26    range:
27      min:
28        inches: 56
29      max:
30        inches: 79
31  - value: (@ flow.error )
32    case:
33      VALUE_ERROR:
34        jump: height_value_error
35      LIMIT_ERROR:
36        jump: height_limit_error
37    default:
38      jump: height_valid
39
40  - (height_value_error)
41  - say: >
42      (% trans %)
43      Please enter a valid height in feet and inches or in centimeters.
44      Can you try again?
45      (% endtrans %)
46    composer:
47      placeholder: (@ _("Type a message") )
48  - jump: height_question
49
50  - (height_limit_error)
51  - say: >
52      (% trans
53          min_height=flow.range.min.feet_inches,
54          max_height=flow.range.max.feet_inches
55      %)
56      The height you entered is outside of the desired range. Can
57      you please try again.
58      (% endtrans %)
59    composer:
60      placeholder: (@ _("Type a message") )
61  - jump: height_question
62
63  - (height_valid)
64  - user_set: height

Selecting insurance products

Here we are defining which type of insurance product the user is looking for. This is another example of designing a flow that caters to a web, mobile or voice user.

Again, you can see this is using Google Dialogflow, which is the perfect companion for Google Assistant and Amazon Alexa conversational experiences.

1steps:
2  - (product_category)
3  - ask: >
4      (@ _("Which type of insurance are you looking for?") )
5      (% if thread.voice %)
6      (@ _("Car or Home?") )
7      (% endif %)
8    composer:
9      placeholder: (@ _("Type a message") )
10    expect: dialogflow
11    integration: integration.dialogflow
12    error_message: >
13      (% trans %)
14      Sorry I didn't understand that. Which type of insurance are you looking
15      for?
16      (% endtrans %)
17      (% if thread.voice %)
18      (@ _("Car or Home?") )
19      (% endif %)
20    intent: input_product_category
21    quick_replies:
22      - (@ _("Car") )
23      - (@ _("Home") )
24
25  - if: (@ flow.ok )
26    then: next
27    else:
28      jump: product_category
29
30  - value: (@ flow.dialogflow_response.queryResult.parameters.product_category )
31    case:
32      CAR:
33        end:
34          result: car
35      HOME:
36        end:
37          result: home
38    default: end

Creating a case in Salesforce

Finally, for Salesforce users, here is an example of creating or updating a case. With Meya's Salesforce Cases integration you can:

• Search for cases using SOQL queries
• Populate standard case fields
• Add comments to a case to provide context for your agents

We have similar examples like this for other customer service platforms like Zendesk and Front.

1steps:
2  - if: (@ user.salesforce_contact_id )
3    then: next
4    else:
5      flow: flow.salesforce.contact.create_or_update
6
7  - type: meya.salesforce.cases.component.create
8    status: New
9    contact_id: (@ user.salesforce_contact_id )
10    origin: Meya
11    supplied_email: (@ user.email )
12    reason: Quote request
13    subject: Auto insurance
14    priority: Medium
15    send_transcript: true
16    custom_fields:
17      ThreadId__c: (@ thread.id )
18    integration: integration.salesforce.cases
19
20  - say: Thank you! One of our agents will reach out to you shortly.