Follow the process outlined on this page to create a bot with CXone Bot Builder. Most steps link to pages with more detail.
- Plan and prepare for your bot:
- Decide on the first few use cases your bot will handle.
- Gather examples of real-world interactions for each use case.
- Determine the intents
The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish for each use case. - Map out conversations for each intent.
- Start a new bot in CXone.
- Build your bot and train it to respond to contact messages:
- Add intents with real-world examples.
- For each intent, configure bot responses based on the real-world examples you gathered.
- Test your bot.
- Review and improve your bot:
- Review conversation data gathered from testing to learn where contacts are having trouble communicating with the bot. You can find this data in Bot Builder.
- Adjust the configured bot responses.
- Expand your bot with new use cases as the use cases you have been working on become functional and stable.
- Continue to test, train, review, and improve your bot.
- Deploy your bot to production.
- Make plans for the ongoing monitoring of your bot. Monitoring continues the cycle of reviewing, improving, testing, and training. It's necessary to ensure that your bot functions optimally and to catch and correct contact pain points as early as possible.