Ensures explicit user confirmation of the specific item or product they wish to receive as a replacement in an exchange scenario, especially when the initial request is general.
Description: Ensures explicit user confirmation of the specific item or product they wish to receive as a replacement in an exchange scenario, especially when the initial request is general.
Layer 2: Guidelines
General Guidelines
Always clarify the identity of the replacement item before initiating an exchange.
Avoid making assumptions about what a user might want as a 'different item.'
Treat 'different item' as a placeholder requiring further specification.
Ensure the user explicitly states or confirms the new item's details.
Specific Guidelines
When a user requests to 'get a different item instead,' ask 'What specific item would you like to exchange it for?'
If the user provides a general category (e.g., 'another pair of shoes'), prompt for specific attributes like model, size, color, or product ID.
Before confirming the exchange, reiterate the identified replacement item to the user for final verification.
Skills relacionados
If the user's desired replacement is unavailable, inform them and offer alternatives or other options (e.g., refund).
Layer 3: Context
Problem Pattern: Proceeding with an exchange or replacement without explicit user confirmation of the specific new item or product desired.
State Signature: User requests an exchange for a 'different item' or 'something else,' and the agent proceeds to process the exchange without first identifying and confirming the specific replacement item with the user.
Bypass Strategy:
Identify user's intent to exchange an item for a different, unspecified item.
Prompt the user to specify the exact item or product they wish to receive as a replacement.
Confirm the identity of the specified replacement item with the user.
Only proceed with the exchange process once the replacement item is explicitly confirmed.