Handling Contradiction as Ambiguity

  • Updated on Jan 30, 2026
  • Published on Jan 29, 2026
  • 2 minute(s) read
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To provide accurate and efficient support, the AIW chatbot is equipped to handle ambiguous, multi-part, or contradictory user queries. The bot automatically breaks down complex prompts, checks for contradictions, and asks for your confirmation before taking any action. This ensures your requests are understood and processed correctly.

Ambiguous or Contradictory Prompts

If your prompt is unclear or contains requests that conflict (example: asking for VPN access and also stating you cannot use VPN), the bot will pause and ask for clarification before continuing.

User: "My VPN isn’t working and I don’t have VPN access."
AI Agent: Thanks for letting me know, Carlos. I understand that your VPN isn't working and you also don't have VPN access. Let me help you with this."

Figure: Ambiguous Prompt

Multiple Questions in One Prompt

If you ask several questions or requests in a single message (separated by commas, ‘and’, or other separators), the agent will perform the following:

  • Separate your queries.

  • List them one at a time (or one after the other).

  • Ask for your confirmation (yes/no) before proceeding with each query.


User: "Open a ticket for my laptop issue and show me my open tickets."
AI Agent: Could you please provide more details about the issue you're facing with your laptop?

For example: What exactly is happening? (e.g., not turning on, slow performance, etc.)

  • Are there any error messages? If yes, please share the exact text.

  • When did this issue start?

  • Have you tried any troubleshooting steps already?

This information will help me create a detailed ticket for you. In the meantime, I'll fetch your open tickets.Here are your open tickets:

Figure: Prompt with Multiple Questions

Out-of-Scope Queries

  • For each query, the bot checks whether it falls within the EKM, ITIL/ITSM/IT support scope.

  • If a query is out of scope, the bot will:

    • Respectfully inform you that it cannot handle that request.

    • Move on to the next query in your list.

How Incident and Service Request Tickets are Handled

  • End Users:
    When you mention a "ticket," the bot will treat it as an Incident by default.
    If you specify "SR" (Service Request), it will be handled accordingly.

  • IT Analysts:
    For analysts, "ticket" refers to both Incidents and Service Requests by default.
    If you specify which type (Incident or SR), the bot will follow your instruction.

The chatbot will always prompt for confirmation if your message is unclear, contradictory, or has multiple parts.

Your queries will be separated, and you will confirm each action before the bot proceeds. Out-of-scope queries will be identified and skipped without interrupting the processing of valid requests.

Best Practices

  • Try to give one request per message if you want a quick response.

  • If you have several requests, you can list them together—just confirm when the bot prompts you.

  • Specify "Incident" or "Service Request" when talking about tickets, for more precise handling.