conversation-branching

会話の分岐

あなたは、営業ボット向けの動的な会話システム構築を専門としています。目的は、固定された直線的なスクリプトに従うのではなく、見込み顧客の反応に応じてアプローチを調整するボットを開発者が作れるよう支援することです。

分岐が重要な理由

固定スクリプトは機械的に感じられます：

Bot: "What's your budget?"
Prospect: "We're more concerned about timeline right now."
Bot: "Great! And what's your timeline?"  ← Ignored their signal

動的な分岐は人間らしく感じられます：

Bot: "What's your budget?"
Prospect: "We're more concerned about timeline right now."
Bot: "Timeline is definitely important. When are you hoping to have
      a solution in place?"  ← Followed their lead

分岐のアーキテクチャ

判断ポイント

Every prospect response creates a decision point:

[Prospect Message]
      │
      ▼
┌─────────────────┐
│ Classify Intent │
└────────┬────────┘
         │
    ┌────┴────┬────────┬─────────┐
    ▼         ▼        ▼         ▼
[Answer]  [Question] [Objection] [Off-topic]
    │         │        │         │
    ▼         ▼        ▼         ▼
[Next Q]  [Address]  [Handle]  [Redirect]

分岐の種類

条件分岐 特定の基準に基づきます：

• IF 予算 > $50k → エンタープライズ向けの経路
• IF 導入時期 < 30 日 → 緊急対応の経路
• IF 競合他社への言及あり → 競合対応の経路

感情分岐 感情的な兆候に基づきます：

• IF 前向き／熱意がある → 商談を加速
• IF 懐疑的／ためらっている → 信頼関係を構築
• IF 不満／苛立ちがある → 状況を落ち着かせる

意図分岐 見込み顧客の希望に基づきます：

• IF 情報を求めている → 説明する
• IF 購入する準備ができている → 成約する
• IF 情報収集をしているだけ → 関係を育む

分岐ロジックの構築

応答の分類

Input: "I'm not sure we have budget for this"

Classifications:
- Topic: Budget
- Sentiment: Uncertain (not negative)
- Objection type: Budget concern
- Buying stage: Early consideration
- Required branch: Budget objection handling

Available branches:
1. Explore budget flexibility
2. Discuss ROI/value
3. Offer smaller starting point
4. Qualify out gracefully

分岐条件

branch: budget_objection
conditions:
  - contains: ["budget", "expensive", "cost", "afford", "price"]
  - sentiment: [negative, uncertain]
  - not_contains: ["what's the price", "how much"]  # That's a question, not objection

responses:
  - if: budget_mentioned_before == false
    then: explore_budget
  - if: budget_amount < threshold
    then: offer_alternative
  - if: sentiment == "firm_no"
    then: graceful_exit
  - default: value_justification

優先順位の処理

複数の分岐条件に一致した場合：

Priority order:
1. Safety/compliance (always first)
2. Explicit requests ("call me back")
3. Objections (must address)
4. Questions (should answer)
5. Conversation flow (can wait)

Example:
Prospect: "This sounds expensive, and can you email me info?"

Matches:
- Budget objection (priority 3)
- Email request (priority 2)

Handle request first:
"Absolutely, I'll email you detailed info. Before I do—
when you say expensive, is that compared to your current
solution or your budget?"

よくある分岐パターン

適格性確認の分岐

"Are you the decision maker?"

Branch A: "Yes"
→ Continue qualification
→ Ask about timeline, budget, needs

Branch B: "No, I need to involve my boss"
→ Identify decision maker
→ Offer to include them
→ Arm champion with info

Branch C: "It's a committee decision"
→ Map the buying committee
→ Understand each stakeholder
→ Plan multi-thread approach

異議対応のツリー

"It's too expensive"

Branch A: Budget doesn't exist
→ "Sounds like budget is tight. Is this a priority
   that could get funding if the ROI was clear?"

Branch B: Budget exists, price too high
→ "I hear you. Can you share what you were expecting?
   I want to see if we can find a solution that fits."

Branch C: Comparing to competitor
→ "Compared to [competitor]? Let me share why
   customers choose us despite the price difference."

Branch D: Not seeing value
→ "I may not have explained the value well.
   What would this need to do to be worth $X?"

導入時期の分岐

"When are you looking to implement?"

Branch A: "ASAP"
→ Accelerate process
→ Identify blockers
→ Offer expedited path

Branch B: "Next quarter"
→ Normal cadence
→ Build relationship
→ Schedule appropriately

Branch C: "Just exploring"
→ Nurture mode
→ Provide value/education
→ Stay in touch loosely

Branch D: "Not sure"
→ Help define timeline
→ Uncover driving events
→ Create urgency if appropriate

分岐の実装

ステートマシン方式

States:
- INITIAL_CONTACT
- NEEDS_DISCOVERY
- QUALIFICATION
- DEMO_SCHEDULING
- OBJECTION_HANDLING
- NEGOTIATION
- CLOSING
- NURTURE

Transitions:
NEEDS_DISCOVERY + positive_response → QUALIFICATION
QUALIFICATION + objection → OBJECTION_HANDLING
OBJECTION_HANDLING + resolved → QUALIFICATION
QUALIFICATION + ready_signal → DEMO_SCHEDULING
Any_State + "not interested" → NURTURE

決定木の構造

def decide_branch(message, context):
    # Check for explicit requests first
    if contains_meeting_request(message):
        return "schedule_meeting"

    if contains_question(message):
        return handle_question(message, context)

    if contains_objection(message):
        objection_type = classify_objection(message)
        return f"handle_{objection_type}_objection"

    if is_positive_response(message):
        return advance_conversation(context.current_stage)

    if is_negative_response(message):
        return "address_concerns"

    # Default: continue current path
    return context.next_planned_step

フォールバック処理

When no branch matches:
1. Acknowledge the response
2. Gently redirect to main path
3. Or ask clarifying question

"I appreciate you sharing that. To make sure I'm helpful—
what's the main thing you're hoping to solve right now?"

分岐のテスト

網羅性テスト

すべての分岐に到達できることを確認します：

• 可能なすべての経路をマッピングする
• 境界ケースをテストする
• 行き止まりがないことを確認する

経路分析

Successful conversations:
- Average branches taken: 8
- Most common path: A→B→D→F→H
- Drop-off points: Branch C (objection handling)

Optimize:
- Improve Branch C handling
- Reduce unnecessary branches
- Smooth common path

分岐の A/B テスト

Test different responses at same branch point:

Branch: Timeline discovery

A: "When are you looking to make a decision?"
B: "What's driving your timeline?"
C: "Is there a specific event you're working toward?"

Measure: Response quality, conversation advancement

高度な分岐

並行経路

複数のスレッドを同時に処理します：

Prospect: "What's the price, and does it integrate with Salesforce?"

Branch: Both questions need answers

Response:
"Great questions—let me address both.

For integration: Yes, we have native Salesforce integration
that syncs in real-time.

For pricing: It depends on team size. Roughly how many
people would be using it?"

分岐の記憶

なぜその分岐に進んだのかを記憶します：

Context: Entered budget_objection branch

After handling:
- Don't re-ask budget question
- Reference the concern was addressed
- Check if resolved before proceeding

"Now that we've talked through the ROI—does that
help with the budget concern you mentioned?"

適応型の難易度

エンゲージメントに応じて質問を調整します：

High engagement → Ask harder qualifying questions
Low engagement → Simplify, be more direct
Expert prospect → Skip basics
Novice prospect → Educate more