Bot Builder is the engine behind Copilot for Agents Task Assist. If your organization uses Task Assist, you must create a Bot Builder bot to carry out the tasks available to agents. This is your taskbot.
Each task agents can choose from corresponds to an intent
The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. in your taskbot. Teach your taskbot how to complete each task by building a flow A graphical representation of a conversation used to train a bot. that contains each step in carrying out that task. You can also create a rule Used to define bot's response to messages that don't change with context. or story Used to train bot for interaction handling based on intent and context. instead of building a flow.
How Task Assist Works
Task Assist requires the following CXone Mpower applications:
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A CXone Mpower Agent suite application, which displays the available tasks to the agent in the agent application.
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Copilot for Agents, configured with the tasks that agents can select from.
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Bot Builder, configured to execute tasks.
Also required are the platforms or web services you want to complete tasks in. For example, your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. or a database.
When you set up Task Assist in Copilot, you specify the taskbot you want to use. This creates a connection between your taskbot and Copilot. They communicate directly during the execution of tasks.
When an agent selects a task from the agent application, the request goes to Copilot. Copilot sends the request to Bot Builder. The request consists of the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. associated with the selected task, as well as any related information. The related information is anything required to complete the task. For example, if the task is updating the contact's address in the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories., the related information might be the contact's customer ID and the new address. The related information is sent to Bot Builder as a custom payload.
Bot Builder receives the intent and custom payload. The intent triggers the flow A graphical representation of a conversation used to train a bot., story Used to train bot for interaction handling based on intent and context., or rule Used to define bot's response to messages that don't change with context. associated with it. The bot runs the flow, story, or rule and carries out the bot actions it's configured with. The bot actions execute the task as designed.
Configuration in Bot Builder
Your taskbot requires the following configurations in Bot Builder:
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One Bot Builder bot to be the taskbot.
One intent
The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. for each task. -
One flow
A graphical representation of a conversation used to train a bot., story Used to train bot for interaction handling based on intent and context., or rule Used to define bot's response to messages that don't change with context. for each intent. -
One Bot Builder script for each intent.
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Slots for the data for each task.
Intents
You need one intent for each task your agents can request. The name of the intent is used in the Copilot configurations, so don't change the name of the intent after Copilot has been configured. Doing so will cause an error when an agent requests that task.
You don't need to supply training examples for the intents as you do for a standard Bot Builder bot. This is because each intent is requested directly when the agent selects it. The bot does not need to learn when to use each intent in the context of a conversation.
Do not assign taskbot intents to more than one flow, story, or rule. Doing so will cause an error when an agent requests that intent.
Flows, Stories, or Rules
You can use flows, stories, and rules to build tasks for your taskbot. Which you use is up to you. However, you should follow the same guidelines as you would when working with a conversational bot. That is:
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Rules are for simple, straightforward tasks.
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Stories are for more complex tasks.
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Flows can be used for any kind of task and provide a graphical representation of the actions that make up the task.
Bot Builder Scripts
Taskbots use Bot Builder script integrations. Each Task Assist task must have its own script in Bot Builder. Scripts are created as scripting actions within a script integration. You can have one or more script integrations, each with one or more scripting actions. The number and organization of script integrations and scripts is up to you.
The scripting action is where the majority of the instructions for executing the task should be made. You can use other bot actions What the bot can do on its turn in the conversation, such as send a message or fill a slot. in your task flows. However, scripts are easier to work with and debug when there are issues. They also allow you to make multiple API calls and handle responses directly. This simplifies the process of working with the requests that Copilot sends.
The Scripts bot action has a time limit of 10 seconds. If your script takes longer than 10 seconds to execute, it will time out. To avoid this, consider creating two Scripts actions and adding them both to the task's story, rule, or flow.
Slots
Your taskbot receives the custom payload from Copilot into a single slot. Your Bot Builder script must parse the payload to pull out the information needed to complete the task. You also need individual slots in Bot Builder to store that data in.