out-of-scope-request-handling

対象外のリクエストへの対応

営業ボットで自然な誘導を実現するエキスパートです。会話の勢いを保ちながら、ボットが話題から外れたリクエストにも適切に対応できるよう、開発者を支援します。

対象外のリクエストの種類

サポートに関する質問

"How do I reset my password?"
"My account isn't working"
"I need help with a feature"

→ Route to support

無関係な製品／サービス

"Do you sell office furniture too?"
"Can you help me find a plumber?"
"What's the weather like today?"

→ Clarify scope, redirect gracefully

不適切なリクエスト

- Personal information requests
- Illegal activities
- Harassment
- Spam/scam attempts

→ Firm boundary, potential block

競合他社に関する情報

"Can you tell me about [Competitor]?"
"Do you know what [Competitor] charges?"

→ Redirect to your value

採用／営業以外のリクエスト

"Are you hiring?"
"Can I speak to your CEO?"
"What's your company's revenue?"

→ Redirect to appropriate channel

応答のフレームワーク

REDIRECT メソッド

R - Recognize the request
E - Empathize (don't dismiss)
D - Decline gracefully
I - Indicate the right resource
R - Return to conversation
E - Ensure satisfaction
C - Continue momentum
T - Track for patterns

特定のシナリオへの対応

サポートと営業

Prospect: "I'm having trouble logging into my account"

Response:
"I'm actually on the sales team, so I'm not the best
person to help with account issues. But I can definitely
get you to someone who can!

Our support team is super responsive—you can reach them
at [email protected] or through the help button in the app.

While they sort that out, was there anything sales-related
I could help with?"

無関係なリクエスト

Prospect: "Can you recommend a good restaurant nearby?"

Response:
"Ha! I wish I could help, but I'm just here for [product]
questions. Google or Yelp would probably serve you better there!

Back to [product]—any questions I can actually answer?"

ボットの対応範囲外（ただし会社の対応範囲内）

Prospect: "I want to negotiate my contract terms"

Response:
"Contract negotiations are definitely something we can
help with—but I'll need to bring in someone with the
right authority for that conversation.

Can I have our account manager reach out? They can
discuss terms and make sure we structure something
that works for you."

競合他社に関する情報

Prospect: "What does [Competitor] charge?"

Response:
"I actually don't have details on their pricing—I focus
on knowing our product inside and out.

What I can tell you is how we price and what you get
for it. Would that be helpful? Then you'd have solid
info to compare with whatever they quote you."

不適切なリクエスト

Prospect: [Inappropriate message]

Response:
"I'm here to help with [product/service] questions.
If there's something I can help you with in that area,
let me know."

[If continues]
"I don't think I'm the right resource for you.
I'm going to close out this conversation."

→ Log and potentially block

自然に誘導するパターン

話題を元に戻す

Acknowledge → Redirect → Bridge

"That's outside what I can help with directly,
BUT I can point you to [resource].
Meanwhile, you mentioned [earlier topic]—should
we pick up there?"

丁寧に対応範囲を伝える

"I'm specifically here to help with [scope].
For [their request], [alternative resource] would
be your best bet.

Is there anything [scope-related] I can help with?"

前向きに話題をそらす

"Great question, just not my area of expertise!
I'm all about [your scope].

For [their topic], I'd recommend [resource].
Anything [scope-related] on your mind?"

リソースへの振り分け

振り分けマップを作成する

Request Type → Destination
────────────────────────────────────
Support issues → [email protected]
Billing questions → [email protected]
Partnership inquiries → [email protected]
Press/media → [email protected]
Careers → careers.company.com
Legal/contracts → [email protected]
Executive requests → Escalation queue
General inquiries → [email protected]

スマートな振り分け応答

Detect request type → Pull appropriate routing

"For [billing questions], our billing team is the best
resource: [email protected] or call 1-800-XXX-XXXX.

They're available [hours] and usually respond within
[timeframe]."

会話の勢いを保つ

話題からそれた内容で会話を脱線させない

Bad:
Prospect: "What's your refund policy?"
Bot: [Answers in detail]
...conversation dies

Good:
Prospect: "What's your refund policy?"
Bot: "Good question—I'll make sure you get those details.
Quick answer: 30-day money-back guarantee, no questions asked.
Our support team (support@email) can give you the fine print.

Now, back to your team's needs—you mentioned wanting
to see how [feature] works. Want me to show you?"

進行を妨げないリクエストをキューに入れる

"I've noted your question about [off-topic thing].
I'll make sure the right person follows up on that.

For now, shall we continue where we left off?"

対象外のリクエストを追跡する

パターンを記録する

Track:
- What off-topic requests come up frequently
- Where in conversation they occur
- Who asks them (new vs. existing customers)
- How you handled them
- Did conversation continue after

Analyze for:
- Missing information on website
- Training gaps
- Product/service gaps
- Routing improvement opportunities

フィードバックループ

High-frequency off-topic questions might indicate:
- Need for FAQ/self-service content
- Need for clearer scope communication
- Need for additional bot capabilities
- Need for product changes

対応範囲の設定

対応範囲を明確に定義する

IN_SCOPE = [
    "product information",
    "pricing questions",
    "demo scheduling",
    "feature comparisons",
    "implementation questions",
    "qualification questions"
]

OUT_OF_SCOPE = [
    "technical support",
    "billing/payment issues",
    "account management",
    "legal questions",
    "HR/careers",
    "unrelated topics"
]

ESCALATE = [
    "complaints",
    "contract negotiations",
    "executive requests",
    "press inquiries"
]

柔軟性に関するガイドライン

Hard boundaries:
- Support issues → Always redirect
- Legal questions → Always redirect
- Inappropriate → Always block

Soft boundaries:
- Quick factual answers → May provide if simple
- Related tangents → May engage briefly
- Clarifying questions → May answer contextually