Follow the process outlined on this page to create a bot with CXone Mpower 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.
- Decide if your bot will handle chat-based or voice interactions, or both. Note that a voice-enabled bot is part of a Controlled Release program. Contact your Account Representative if you're interested in this program.
- Start a new bot in CXone Mpower.
- 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 The person interacting with an agent, IVR, or bot in your contact center. 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.
- Review conversation data gathered from testing to learn where contacts
- Continue to test, train, review, and improve your bot.
- Deploy your bot.
- 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.