A one-size-fits-all reply can force users through unnecessary complexity. Adaptability lets a conversational system tailor responses to the user’s context, question, and communication style. section 6.2.2
From generic guidance to a local answer
When asked about restaurant guidelines in New York, an intent-based PharmaBot gives general advice and says to check local regulations. A RAG-integrated version recognizes New York City, retrieves current local guidance, and summarizes more actionable information. section 6.2.2
Adaptability also appears in presentation: real-time generation can make an answer more formal for a fact-seeking question or more concise when the user requests a direct response. Retrieved evidence improves relevance, while uncertain answers should support handover to an agent. section 6.2.2
Table 6.1 A comparison of answers for intents and RAG
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Interaction with an intent-based bot
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Interaction with a RAG-integrated bot
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User: What are the current COVID-19 guidelines for restaurants in New York?
PharmaBot: Current COVID-19 guidelines for restaurant dining include limited indoor capacity, mask requirements for staff and patrons when not seated, and enhanced cleaning protocols. Please check local regulations for the most up-to-date information.
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User: What are the current COVID-19 guidelines for restaurants in New York?
PharmaBot: COVID-19 remains a significant concern for New Yorkers. Make sure you are up to date on the updated COVID-19 vaccines for the 2023-2024 season that offer protection against emerging variants and enhance overall immunity. Masks continue to be effective tools in mitigating the spread of COVID-19 and other respiratory viruses, reducing the transmission of droplets during various activities. To minimize the risk of contracting COVID-19, individuals are advised to wear masks in crowded indoor public settings.
Source: NYC Health
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Compare generic intent-based and context-aware RAG responses for the same New York restaurant-guideline question. section 6.2.2
