CXone Digital Experience Integration

Digital Experience provides and manages complete digital communication and data from various digitalClosed Any channel, contact, or skill associated with Digital Experience. channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Digital Experience offers a rich APIClosed APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses. that you can use for a variety of purposes, including:

Visit the developer portal to find a library of RESTful APIs, on-demand documentation, and FAQs.

Based on the success of Akela's botClosed A software application that handles customer interactions in place of a live human agent., contact center supervisor Sherry Khan wants to try it out. Sherry's agents regularly get calls from customers wanting to update their contact phone number. Sherry decides to use a bot with an API integration to update customer cards for calls like these. This will give her agents time to focus on more complicated customer interactions.

Sherry sets up a CXone Digital Experience integration in Bot Builder. She creates two new actions inside the integration. The first action retrieves the existing data from the customer card. The second action updates the phone number field in the customer card. Then, Sherry creates a storyClosed Used to train bot for interaction handling based on intent and context for this situation and adds messages and her new actions into the story.

As her agents receive more requests to change other customer details, Sherry can go back and add more actions to the integration so her bot can handle those tasks as well.

Configure Digital Experience Integrations

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Integrations icon, which looks like a plug. in the left icon menu.
  4. On the APIs tab, in the Native section, click CXone DFO. Bot Builder has native authentication built in for this integration, so no additional authentication configuration is needed.
  5. Under Actions, there are a few actions built-in. You can choose to use and customize one of those, or click New Action.
  6. Type a name for the action and press Enter.
  7. Click the action to configure it.
  8. Write your configuration in the Request JSON window. Slot values can be used as variables in the format {{slot_name}}. You can use the mockSlots parameter for testing purposes.
  9. Click Test Request at any time to populate the Response window.
  10. You can use the Error Message field to determine what to show a customer in response to a failed API request.
  11. You can select the Debug Mode checkbox to add a suffix response to the error message.
  12. Ensure the action toggle at the top of the action configuration page is turned on. If the toggle is off, the action will not be available to use.
  13. If you want to add the integration to a bot skill, hover over the integration in the left column, then click OptionsThree horizontal dots > Add to Skill. If the skill already exists, select it from the list. You can select more than one. If you need to create a new skill for the data, type a name for your skill in the field, then click Create Skill "...".
    The Add to Skill option from an API Integration, showing an existing skill and the ability to create a new skill.
  14. Click Train and Stage to train your bot on the new integration. You can also do more training and testing later.
  15. Add your action to a story, rule, or fallback. The APIs section of the bot action options will show all the API integration actions you have configured and turned on.
    A window where you select a bot response from the General, Forms, APIs, or Scripts tabs