Manage Training

This page provides information about how to manage your bot's training data.

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.

Hide Draft Intents, Stories, or Rules from Training

You can hide individual dialogues Bot stories and rules in CXone Bot Builder. or intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish . 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 to hide a story or rule, or click NLU to hide an intent.
On the Stories, Rules, or Intents tab, hover your cursor over the dialogue or intent 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, Rule, or Intent to Training

When you're ready to release a draft dialogues Bot stories and rules in CXone Bot Builder. or intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish , 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 to release a story or rule, or click NLU to release an intent.
On the Stories, Rules, or Intents tab, hover your cursor over the dialogue or intent 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.

Cancel a Training in Progress

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Deployment in the left icon menu.
In the Actions column for the model Version of a bot that has been trained and staged that is currently training, click Cancel. If you don't see a Cancel option, the training cannot be canceled.

View Training Errors

You can view any errors that occur while a bot is in training.

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Deployment in the left icon menu.
In the Actions column for the model Version of a bot that has been trained and staged that experienced the error, click Info.
Read the error on the pop-up message. You can copy the text from the message if you want to save it.
Click Close on the error message.