Forms

Mpower Agents A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. are often used to collect a few pieces of information from a customer. Using full stories Used to train an Mpower Agent for interaction handling based on intent and context. or rules Used to define an Mpower Agent's response to messages that don't change with context. for this type of conversation can be inconvenient. Forms simplify the process of filling slots to provide a smoother experience.

Akela notices that her Mpower Agent receives multiple requests each day from customers wanting to change their address. This is not something her Mpower Agent is currently set up to do, so customers are getting frustrated. Rather than write out a complete and entirely new story or rule to handle address changes, Akela decides to build a form, then create a rule for her Mpower Agent to deliver the form. This simplifies the process for the Mpower Agent and for customers.

You need to create a form, then activate it in a story or rule. Advanced configuration is required to handle more complex situations, like interruptions or specific database search queries.

Glossary

Concept	Definition	Example	What the Mpower Agent Does
Utterance	Anything a contact The person interacting with an agent, IVR, or bot in your contact center. says in an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Sometimes called a message.	"I lost my password." "What is my balance?" "Are you a bot?"	The Mpower Agent 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 Mpower Agent 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 your Mpower Agent 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 Mpower Agent uses NLU to identify entities in a contact's message. Entities help the Mpower Agent understand what the contact's message means.
Slot	An entity extracted from a contact's message and saved for use in Mpower Agent responses. Similar to a variable.	Creating a slot for contact name lets the Mpower Agent use that name in responses during an interaction, making it more personal.	When configured to do so, the Mpower Agent extracts an entity from a contact message and saves it in a slot. You can have your Mpower Agent use this information later in the conversation.
Rule	Defines Mpower Agent responses 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. Mpower Agents come with default intents and rules for several of these, including greetings, handover The transfer of a contact from a virtual agent to a live agent. requests, and more. FAQs Insults and classic bot challenges	Rules are one of two ways you can configure how your Mpower Agent responds to an intent. Rules are useful for certain kinds of intents, but not all intents.
Story	Trains an Mpower Agent to handle an interaction based on message intent and conversational context.	In an interaction about a forgotten password, the Mpower Agent 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 your Mpower Agent responds to an intent. Stories teach the Mpower Agent how to use the context of the conversation to respond appropriately.
Mpower Agent Action	Anything an Mpower Agent says or does while handling an interaction.	In an interaction about a forgotten password, the Mpower Agent 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 Mpower Agent responds with "I'm sorry. Would you like me to transfer you to a human agent?" When the contact says yes, the Mpower Agent initiates the transfer.	Mpower Agent actions are the options you have when defining how you want your Mpower Agent to respond to each intent. They give you the flexibility to configure each response to achieve the outcome that meets the contact's needs.

Form-Based Mpower Agent Conversations

Mpower Agents use intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. to determine when a form is needed. Once a form is triggered by an intent, the Mpower Agent starts to ask questions to fill slots in that specific form. It continues to ask the questions until it fills all slots in that form. This is true even if something interrupts the conversation, such as a question from the customer. The Mpower Agent will pause to answer the question, then return to the form loop to continue filling the slots.