All our conversational agents are free flowing, our AI systems are very flexible and can engage in conversations, however they have an intended flow when trying to achieve an outcome.
Booking a New Trip Flow
Initiation: The user expresses interest in booking a new trip ("I need a ride," "Book a trip," etc.).
Location Collection:
The AI asks for pickup and drop-off locations.
It uses location lookup to validate addresses, offering suggestions if needed.
The AI confirms both locations with the user.
Time Inquiry: The AI asks when the user would like to travel (date and time).
Time Type: The AI clarifies if the requested time is for "leave at" or "arrive by."
Service Selection: The AI identifies available transportation options and their estimated costs.
Confirmation: The AI presents the trip details (locations, time, service, cost) to the user for confirmation.
Booking: Upon the user's approval, the AI books the trip.
Booking Confirmation: The AI informs the user that the booking was successful.
Rebooking a Previous Trip Flow
Highlighting previous trips: If the user has previous trips, then the AI will highlight this and ask the user if they would like to rebook this trip.
Rebooking Inquiry: The user indicates they want to rebook a recent trip ("Can I book that last trip again?").
Time Inquiry: The AI asks for the desired date and time for the new trip.
Estimate Retrieval: The AI retrieves the details of the previous trip and gets a new cost estimate for the requested time.
Booking (Automatic): If the cost is the same or the user previously agreed to rebook similar trips, the AI may book the trip automatically. Otherwise, it might present the new time and cost for confirmation.
Booking Confirmation: The AI confirms the details of the newly booked trip with the user.
Pick up notes
AI rider agents will now automatically add pick-up and drop-off notes when booking a trip.
The purpose of pick-up notes is to include any information that helps the driver locate the rider at the time of pick-up.
Examples of pick-up notes include:
I’ll be waiting at the back entrance
I’ll be at the Exxon gas station
Outside McDonald’s
If a rider already has default notes saved for a location, any new note will be added in addition, ensuring no existing notes are overwritten.
Please note: While this is now the default AI behaviour, the locationNotes feature flag must be enabled for these notes to appear in the Driver App and Spare Platform.
When enabled, drivers will see these notes, helping them locate riders faster and improve on-time performance.
Other logic
Negotiations
If there are no drivers available at the requested time, then the AI will suggest an alternative time, as close to the original requested time as possible. The functionality relies on windows & flexibilities logic which is set up on the service.
Service restrictions
If the rider tries to book a trip when there is a service restriction, e.g. you need to book 30 minutes in advanced. The the AI will tell the rider what the service restriction is.
Unmatched requests
By default AI will not be allowed to book unmatched trips, however in the Engine options on the service you are able to enable this functionality.
Return trips
AI will always prompt the rider to book a return trip, if there are any restrictions around advanced bookings, these will be communicated to the rider. E.g. "You have to book by 5pm the day before the trip"