CONVERSATIONAL-DESIGN5 MIN READ
Use OARS when the user is frustrated
Choose dialogue lines that de-escalate frustration while moving the task forward.
Jordan J Customer with a delayed order R Reflect O Open question S Summarize Frustrated user 20 sec The moment Jordan says the bot has asked for the order number three times. The assistant can see a recent order but needs confirmation before changing delivery instructions. The user's patience is the scarce resource. 3x asked for same detail 1 confirmation needed
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