A retry asks the user to provide input again after a response is not accepted. It can recover a flow, but repeated retries make users feel stuck, blamed, or unable to reach their goal. section 8.2.4 section 11.1.2
Use a retry when the input is incomplete or invalid, such as receiving nine digits when ten are required. Do not retry automatically when a backend system is unavailable; offer another path or escalate instead. section 8.2.5
Design retries to preserve progress and reduce user effort:
- Ask again plainly on the first attempt, then provide progressively more specific guidance about the expected format. section 11.3.6
- Disambiguate good-faith answers when the user may have misunderstood the question, rather than treating the response as an error. section 8.2.4
- Set a retry threshold and provide escalation or an alternate lookup method before the interaction becomes a loop. section 8.2.5 section 11.1.2
- Avoid blaming language, because recognition failures may come from speech detection rather than from the user. section 11.3.6
Retry versus reassurance
For the answer “Yes” to “Would you like a text message or a phone call?”, a burdensome retry says, “Sorry, I didn't get that. Please choose text message or phone call.” A context-aware repair says, “Great! Which would you like: a text message or a phone call?” The second response clarifies the expected choice while signaling that the user is progressing. section 8.2.4
Capturing correctional information
When asked whether to use the caller’s number, a user might answer, “Send them to 555-867-5309 instead.” A rigid flow retries the yes-or-no question; a flexible flow captures the alternate number and confirms where updates will be sent. section 8.2.4
Listing 11.8 Updated experience for retry scenario
VIRTUAL ASSISTANT: I can help you look that up. What's the claim number? USER: <says a thirteen digit number but speech only picked up twelve> VIRTUAL ASSISTANT: Sorry, I didn't get that. What is your claim number? USER: <says a thirteen digit number but speech only picked up twelve> VIRTUAL ASSISTANT: Sorry, I still didn't get that. You can say or enter the thirteen-digit claim number.
Shows a progressive retry for a claim number: first re-asks neutrally, then states the thirteen-digit format after another failed attempt. section 11.3.6
