Use Slots in Mpower Agent Responses

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.

Use Slots as Variables in Mpower Agent Responses

You use slots as variables in Mpower Agent A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. responses in your dialogues Mpower Agent stories, rules, and flows in Agent Builder. . When the Mpower Agent shows the response to the contact, it replaces the variable with the slot's value.

You can use slots as variables in any response action that you can add your own text to.

In CXone Mpower, click the app selector and select Agent Builder.
Click the Mpower Agent you want to work with.
Click Dialogues in the left icon menu.
On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.
Locate the Mpower Agent action you want to add a slot variable to, or add a new Mpower Agent action.
Click in the field in the Mpower Agent action where you want to add the slot variable and add any other text that you want to be in the response.
Type an open curly bracket ( { ). A list of available slots appears in a drop-down menu. You can continue typing the slot name or select a slot from the list. Add a closing curly bracket after the name ( } ).

In the following image, two slots are used as variables in the note displayed for the live agent when the Mpower Agent hands an interaction over. When the live agent views the interaction, they might see a message such as "Winnie Le Pooh needs human help. They want to know their account balance."

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When you're finished making changes, click Train and Stage to update your Mpower Agent model Version of a bot that has been trained and staged to test this change.

Use Slots as Conditions in Mpower Agent Responses

You can use slots as conditions in Mpower Agent responses. This allows you to have the Mpower Agent make decisions based on criteria that occur during the interaction, such as something the contact says.

You can also use slots as conditions to define when the Mpower Agent should follow a certain rule Used to define an Mpower Agent's response to messages that don't change with context..

In CXone Mpower, click the app selector and select Agent Builder.
Click the Mpower Agent you want to work with.
Click Dialogues in the left icon menu.
On the Stories, Rules, or Fallback tab, click the dialogue you want to work with.
Hover the cursor over the plus sign + on the left until it changes to a robot icon and the Mpower Agent actions menu appears.
Click Slot Condition.
Select the name of the Slot that you want to use as a condition in this rule Used to define an Mpower Agent's response to messages that don't change with context., story Used to train an Mpower Agent for interaction handling based on intent and context., or fallback A plain text alternative sent when the destination doesn't support rich media..
Enter the Value that the slot must contain for the Mpower Agent to follow the path described in this dialogue.
Add one or more Mpower Agent actions to define what you want your Mpower Agent to do when the specified slot's value equals the Value you defined.
Click Train and Stage to train Mpower Agents on the updated story, rule, or fallback.