Work with Stories

Stories are how you teach your bot to respond to intents in the context of the whole conversation.

Glossary

Concept	Definition	Example	What the Bot Does
Utterance	Anything a contact says in an interaction. Sometimes called a message.	"I lost my password." "What is my balance?" "Are you a bot?"	The bot uses Natural Language Understanding (NLU) to analyze each contact utterance to determine its meaning, or intent.
Intent	What the contact wants to communicate or accomplish. Every message the contact sends has an intent.	"I lost my password" has the intent of "reset password". "Hello" has the intent of "greeting".	The bot analyzes a contact's message using NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. to determine the intent. Once it knows that, it can respond with a message of its own. You configure the response you want the bot to use for each intent.
Entity	A defined piece of information in a contact's message.	Person or product name, phone number, account number, location, and so on.	The bot uses NLU to identify entities in a contact's message. Entities help the bot understand what the contact's message means.
Slot	An entity extracted from a contact's message and saved for use in bot responses. Similar to a variable.	Creating a slot for contact name lets the bot use that name in responses during an interaction, making it more personal.	When configured to do so, the bot extracts an entity from a contact message and saves it in a slot. You can have the bot use this information later in the conversation.
Rule	Defines a bot's response to messages that don't change meaning with context.	Single-turn interactions with fixed responses: What are your hours? What is your address? Conversation building blocks: Greetings, good-byes, thank yous and transitions; simple yes/no questions; and acknowledgments. CXone Bot Builder comes with default intents and rules for several of these, including greetings, handover Any contact message that should trigger transfer to a live agent requests, and more. FAQs Insults and classic bot challenges	Rules are one of two ways you can configure how the bot responds to an intent. Rules are useful for certain kinds of intents, but not all intents.
Story	Trains a bot to handle an interaction based on message intent and conversational context.	In an interaction about a forgotten password, the bot would respond to, "How do I do that?" in one way. If the interaction were about creating a new account, the response would be quite different even though in both cases the contact is using the same words with the same intent – to get more information.	Stories are the second of two ways you can configure how the bot responds to an intent. Stories teach the bot how to use the context of the conversation to respond appropriately.
Bot Action	Anything a bot says or does while handling an interaction.	In an interaction about a forgotten password, the bot responds by sending the link to the password reset FAQ on the website. When a contact expresses frustration, such as "I don't understand! It's not working!!!" the bot responds with "I'm sorry. Would you like me to transfer you to a human agent?" When the contact says yes, the bot initiates the transfer.	Actions are the options you have when defining how you want the bot to respond to each intent. They give you the flexibility to configure each response to achieve the outcome that meets the contact's needs.

Create a Story

When you create a story, you are designing a scenario that you want your bot to learn how to handle. You start by adding something a contact might say. The bot attempts to predict an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. You can correct the intent if necessary, then add how you want the bot to respond.

While creating a story, you can view each intent used in the story. This allows you to see other examples of what the contact might say to trigger that intent. You can modify the intent without leaving the story page.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Stories tab in the Dialogues section of Bot Builder, locate the folder your new story should go in. You can also click New Folder , enter a name, and press Enter.
Hover over the folder name and click New Story.
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Type a name for the story and press Enter.
Add an example of what the contact might say:
1. In the middle panel, click the + icon on the right. It turns into the contact icon .
2. In the Customer may say field, enter a message a contact might send in the scenario you're creating, then press Enter. CXone Bot Builder analyzes the message and offers a list of intents with a confidence level for each.
3. If the top intent is the correct intent, click Confirm. If it's not, click the incorrect intent to expand the Intents list, then select the correct intent and click Confirm.
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4. While you're working with the intent in this step, Bot Builder displays a list of the training examples the selected intent is configured with on the right side of the page. From this list, you can add examples, modify or delete existing examples, and add entities from the words in the examples.
Add the bot's response:
1. In the middle panel of the story page, hover over the plus sign until it changes to a bot icon . Click the General, Forms, APIs, or Scripts tab, then click a bot action.
2. Configure the bot action you added. For example, if you added a message action, enter what the bot should say.
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3. Click the typing indicator to set or override the length of time a typing indicator displays for the action. If smart typing is turned on, the bot automatically determines this for you.
4. For message actions only, click Variations to open a dialogue where you can add variations to the existing bot message. In this dialogue, click Add Variation, then type a different version of your original message shown at the top. Add as many variations as you want. The bot will randomly select which variation to use in a conversation.
5. For rich message Elements in digital messaging such as buttons, images, menus, and option pickers. actions only, click Rich Message Fallback to customize the response if the message is being sent over a channel that doesn't support rich content. By default, the bot will use what is configured in Rich Messaging Fallback.
Repeat this process until you have completed the messages and actions for this story. If you need to edit intents, slots, or forms, you can do so right in the story builder. Click Intents, Slots, or Forms on the right side of the page.
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Click Hide if you want to exclude this story from training. For example, if you cannot complete the story in one session, you can hide it until you're able to finish it.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change. You can do more training and testing later.

Duplicate a Story

If you have an existing story that is similar to the one you want to create, you can copy it and edit as needed.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
Hover over an existing story, click Options , then click Duplicate. The new story is created and displayed for editing.
To change the name of the duplicated story:
1. Hover over the copy and click Options , then select Edit.
2. Add a new name.
3. Press Enter on your keyboard to apply the change.
Click on the duplicated story and make changes to the story content if needed.
Click Train and Stage to update the bot model Version of a bot that has been trained and staged.

Convert a Conversation to a Story

You can convert an interaction from the Conversations tab in Insights to a story. You can then use it as training data to improve the bot's future responses. If needed, you can delete parts of the conversation, or add intents to make it better fit your situation.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Insights in the left icon menu.
Click Conversations.
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Locate the conversation you want to review. You can search using natural language or write queries in a query language for more detailed results.
Click the conversation in the list on the left side of the Conversations tab.
Click Convert to Story . Bot Builder converts the conversation and displays a success message at the top of the page.
Click Show in the success message to jump to the new story. You can also navigate to the new story by clicking Dialogues and select the new story on the Stories tab. Stories converted from conversations appear in the From Learning folder.
Click the story and drag it to the folder where it belongs. You can also click New Folder , enter a name, and press Enter. Then you can move the converted story into your new folder.
Go through the story and modify it as needed. Changes to the story are saved automatically. You can:
- Click the intent shown under a contact message to assign a new intent to that message.
- Hover your cursor over the contact icon next to a message in the conversation and click Delete to remove a message from the story.
- Hover your cursor over the contact icon next to a message in the conversation, then click and hold the rearrange icon to move the message to a new location in the conversation.
- Click Typing Indicator next to a bot response to set a typing indicator or override the smart typing settings for a bot message.
- Click Variations next to a bot response to add a variation of this response message.
- Click Rich Messaging Fallback next to a bot response to configure the rich messaging Elements in digital messaging such as buttons, images, menus, and option pickers. fallback for this response.
- Click a rich messaging option beneath a bot response and modify it. This is an option only for responses that can include rich media Elements in digital messaging such as buttons, images, menus, and option pickers., such as buttons. You can learn more about these options in the Rich Messaging help page.
- Click Intents on the right side of the page to modify or delete
  
  Click Slots on the right side of the page and click the slot you want to modify from the list that appears. You can add a slot by clicking New Slot at the bottom of the list.
- Click Forms on the right side of the page and click the form you want to modify from the list that appears. You can add a slot by clicking New Form at the bottom of the list.
If the story is not finished and you don't want to add it to the bot training data, click Hide in the toolbar at the top of the conversation. You can release it for training when it's ready.
If the story is ready, click Train and Stage to train your bot on it.

Hide a Draft Story from Training

You can hide individual dialogues Bot stories and rules in CXone Bot Builder. . This excludes them from training until they're ready.

When hidden, the data is visible to you for editing, but your bot does not learn from it. It is also displayed with the Hidden an eye icon with a slash through it icon.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Stories tab, hover your cursor over the dialogue and click Options , then click Hide.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.

Release a Draft Story to Training

When you're ready to release a draft dialogues Bot stories and rules in CXone Bot Builder. , you can unhide it and train your bot to use it.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Stories tab, hover your cursor over the dialogue and click Options , then click Show.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.