Self-repair strategies and definitions Examples Count
Rephrase: the user rephrases the original turn
Sorry, I didn’t quite get that. I’m still learning. Can you please rephrase the date/time you provided? Thanks, Asa Tuesday would be best Sorry, I didn’t understand that. Can you say that in a different way? Can I have the scan on Tuesday
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Accommodation: the user uses a bot prompt from the previous turn to construct their turn
What I should do before the mri ? Sorry what do you want to do? Here is how I can help. Just type: *Schedule / Reschedule *Cancel* *My appointments* - to see your upcoming appointments *Prep* - for info on how to prepare for your appointment *FAQ* - for our frequently answered questions page *General* - for general info (opening times, phone no., directions/maps etc.) *Admin* - to speak to the medical reception team Prep The scan will be 20-45 min, and you will remain fully dressed • Unless we let you know otherwise, you can eat and drink as normal and take any prescribed medication • You’re welcome to bring a friend or a relative with you • The radiography team with explain the process once you arrive • Do you have any other questions or concerns about what to expect on the day? please answer with yes/no
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Change choice: the user changes a choice they had originally made, e.g., their desired appointment time
Morning Oops, something went wrong. An unexpected error was detected and reported to the support department. Please try again a bit later, and if the issue persists contact admin for further assistance. Thank you, Asa Afternoon Oops, something went wrong. An unexpected error was detected and reported to the support department. Please try again a bit later, and if the issue persists contact admin for further assistance. Thank you, Asa
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Restate purpose: the user restates the purpose of their request, e.g., their desire to book an appointment
Please select a date and time for your appointment 18:00 19:00 None 7pm Sorry, but I could not reschedule the appointment. Please try again a bit later, or try re-booking with different date/time. If however you are still facing issues I can connect you with someone from the clinic to help you out, just type – speak to someone. Thanks, Asa I meant 19:00 Did you mean? google *calendar* link for my scheduled appointment *faq* - frequently asked questions restart *None* of these None of these Apologies, bear with me. I’m still learning. Can you rephrase? Can I reschedule No worries. Please let me know the number of the appointment you would like to reschedule: 1. Screening on Thu 09 Jun ’22 at 19:00
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Repeat: the user repeats the original item
can i bring a friend to the appointment Did you mean? *schedule* appointment clinic’s *location* you are *welcome* *None* of these ? Sorry, I didn’t understand that. Can you say that in a different way? can i bring a friend to my appointment? Sorry, I still can’t understand your question. Would you like to speak to a member of our team? no thank you
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Other: e.g., users directly addressing the bot, users’ affirmative or non-affirmative answers to bot questions
wheelchair access Sorry, I still can’t understand your question. Would you like to speak to a member of our team? yes, please Are you trying to say? *yes* or *no* *hello* made a *mistake* *None* of these
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Change topic: the user changes the topic / focus of the interaction
What is the appointment for Did you mean? find *my appointments* clinic’s *location* *schedule* appointment *None* of these What is the appointment for? Sorry, I didn’t understand that. Please say that again How long will the appointment take? I am sorry, I still do not understand your question. Would you like to talk to someone from our team?
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Late accommodation: the user uses a bot prompt from an earlier bot turn
Okay. Please choose a preferred time of day: • Morning (8am-12pm) • Afternoon (12pm-5pm) • Evening (5pm-8pm) • Any (8am-8pm) am Sorry, but I could not reschedule the appointment. Please try again a bit later, or try re-booking with different date/time. If however you are still facing issues I can connect you with someone from the clinic to help you out, just type - speak to someone. Thanks, Asa Morning I’m sorry, but there are no available time slots left on this date. Please specify a different date. Thanks, Asa
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Question: the user asks the bot a question
What date works for you? As soon as possible I’m happy to assist with booking, rescheduling an appointment, and you have some more options at the menu above What options are there? I’m happy to help you with booking, rescheduling, and you can find more options at the menu above.
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