Follow the process outlined on this page to create an Mpower Agent
A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. with CXone Mpower Agent Builder. Most steps link to pages with more detail.
- Plan and prepare for your Mpower Agent:
- Decide on the first few use cases your Mpower Agent 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 Mpower Agent will handle chat-based or voice interactions, or both. Note that a voice-enabled Mpower Agent is part of a Controlled Release program. Contact your Account Representative if you're interested in this program.
- Start a new Mpower Agent in CXone Mpower.
- Build your Mpower Agent and train it to respond to contact messages:
- Add intents with real-world examples.
- For each intent, configure Mpower Agent responses based on the real-world examples you gathered.
- Test your Mpower Agent.
- Review and improve your Mpower Agent:
- 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 Mpower Agent. You can find this data in Agent Builder.
- Adjust the configured Mpower Agent responses.
- Expand your Mpower Agent 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 Mpower Agent.
- Deploy your Mpower Agent to production.
- Make plans for the ongoing monitoring of your Mpower Agent. Monitoring continues the cycle of reviewing, improving, testing, and training. It's necessary to ensure that your Mpower Agent functions optimally and to catch and correct contact pain points as early as possible.