Chatbot selects a decision from a few options from any customer statement. An exact match occurs when NLU understands the customers correctly and leads them to the appropriate menu without delay. The success ratio of this decision should be close to 100% if the tree is designed correctly.

However, on occasions like the one in the question in which no match decision occurs, a natural dialog IVR advises customers that there is no menu to which it can direct them, using polite and friendly language of your choice.

Related Products: Chatbot 2 (NLP+Orhestrator)