I'm currently designing an online dialog where customers will communicate with an agent, and the agent will gather information to complete an application.
The problem is if the conversation diverges from the data capturing mission, how does the user remain aware of their context within the process and return to it logically?
I have thought perhaps a progress tracker across the top/side might allow the user to see where they are in the process. However, this wouldn't reflect what they were doing if they were asking an off-topic question.
I haven't seen any examples of this before, good or bad.