Build Your First Use Case

Create Intents

Required permission: Chatbot (ACD > DFO > Roles > [choose one] > Core Modules)

Create a Single Intent

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

2. Click the bot you want to work with.
3. Click NLU in the left icon menu.
4. Click the Intents tab.
5. Locate the folder your new intent should go in. If the folder doesn't exist, click New Folder and enter the name for the new folder.
6. Hover over the folder name and click New Intent.
   View image

   
7. Enter a name for your new intent and press Enter.
8. Beneath the new intent, begin entering phrases that the bot should recognize for that intent. Separate phrases by pressing Enter. Entries are saved automatically.
   View image

   
9. Click Train and Stage to train your bot on the new intent. You can also do more training and testing later.
10. Once the intent is used in a 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., you can click Find in Dialogues, then click an item in that list to go to that story or rule.

Create a Multi-Intent

In the planning example, the final bot statement requires the bot to recognize two intents in the contact message.

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

2. Click the bot you want to work with.
3. Click NLU in the left icon menu.
4. Click the Intents tab.
5. Locate the folder your new intent should go in. If the folder doesn't exist, click New Folder and enter the name for the new folder.
6. Hover over the folder name and click New Intent.
   View image

   
7. Enter a name for your new multi-intent and press Enter. The name should contain both intents connected by a + sign. You'll see Akela's multi-intent in the image: thanks + goodbye.
   View image

   
8. Beneath the new multi-intent, begin entering phrases that the bot should recognize. Separate phrases by pressing Enter. Entries are saved automatically.
9. Click Train and Stage to train your bot on the new multi-intent. You can also do more training and testing later.
10. Once the multi-intent is used in a 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., you can click View Dialogues, then click an item in that list to go to that story or rule.

Create Rules

Required permission: Chatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

Rules tell your bot A software application that handles customer interactions in place of a live human agent. how to respond to messages Anything a contact says in a bot interaction, whether question or statement, written or spoken. that are the same in every context. Examples include:

• 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. CXone Bot Builder comes with default intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish and rules Used to define bot's response to messages that don't change with context. for common building blocks. These include greetings, handover Any contact message that should trigger transfer to a live agent requests, and more.
• FAQs: Questions that customers often ask your bot.
• Insults and classic bot challenges: Are you a real person? Is this a bot?
• Interruptions: Questions or topic changes from the customer while the bot is attempting to fill slots for a form.

Conditions

You can define specific conditions that must be met in order for the rule to be used. You can choose from the following types of conditions:

• Active Form: The rule only runs when the specific form or forms are active.
• Slot Value: The rule only runs when the slot or slots have a specific value.

Add a New Rule

Before following these steps, be sure you create an intent for the rule, if you haven't already.

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

2. Click the bot you want to work with.
3. Click Dialogues in the left icon menu.
4. Click the Rules tab.
5. Locate the folder your new rule should go in. If the folder doesn't exist, click New Folder and enter a name for the folder.
6. Hover over the folder name and click New Rule.
   View image

   
7. Type a name for the rule and press Enter.
8. If your rule should only be used under a certain condition, click Add condition. Choose the condition type and the appropriate form or slot value.
9. In the middle panel, click the + icon on the right. In the Customer may say box, enter a message a contact might send and then press Enter. CXone Bot Builder analyzes the message and offers a list of intents and confidence level.
10. If CXone Bot Builder identified the correct intent, click Confirm. If not, click Intents to expand the Intents pane on the right and select the correct intent, then click Confirm.
    View image

    
11. Hover over the plus sign until it changes to a bot icon. Click the General, Forms, or Integrations tab, then click an action.

12. Provide the information matching the action type you selected. For example, if you selected Message, enter what the bot should say.

    View image

    
13. Click the typing indicator to set or override the length of time a typing indicator displays for the action. If Smart Typing is turned on, the bot automatically determines this for you.
14. For message actions only, click Variations to open a dialogue where you can add additional variations to the existing message. In this dialogue, click Add Variation, then type a different version of your original message shown at the top. Add as many variations as you want. The bot will randomly select which variation to use in a conversation.
15. For rich message actions only, click rich message fallback to customize the response if the message is being sent over a channel that doesn't support rich content. By default, the bot will use what is configured in Rich Messaging Fallback.
16. You can add more examples to the intent. This helps ensure the rule is triggered for each way a customer may phrase something.
    View image

    
    • Click the intent under the contact message to load it in the Intents pane on the right. Then click Add example and add new messages.
    • Go to NLU , then click Add example for the intent you want add messages to.
17. Click Train and Stage to train your bot on the new rule. You can also do more training and testing later.

Add New Messages to an Existing Rule

Before following these steps, be sure you create an intent for the rule, if you haven't already.

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

2. Click the bot you want to work with.
3. Click Dialogues in the left icon menu.
4. Click the Rules tab.
5. Click the rule you want to edit.
6. Click Intents to open the Intents pane on the right.
7. Click the intent under the contact message to load it in the Intents pane. Then click Add example and add new messages.
   View image

   
8. Click Train and Stage to train your bot on the new rule. You can also do more training and testing later.

Duplicate a Rule

If you have an existing rule that is similar to the one you want to create, you can copy it and edit as needed. To create a copy, hover over an existing rule, click Options, then click Duplicate. The new rule is created and displayed for editing.

Create Stories

Required permission: Chatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

Stories teach your bot A software application that handles customer interactions in place of a live human agent. how to respond to messages Anything a contact says in a bot interaction, whether question or statement, written or spoken. in the context of an interaction. They are typically expressed as happy Story that produces the correct outcome for the intent and unhappy paths Story that produces a wrong outcome for the intent. Don't make up stories that you think might happen. Use real interactions to create them instead.

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

2. Click the bot you want to work with.
3. Click Dialogues in the left icon menu.
4. Click the Stories tab.
5. Locate the folder your new story should go in. If the folder doesn't exist, click New Folder and enter a name for the folder.
6. Hover over the folder name and click New Story.
   View image

   
7. Type a name for the story and press Enter.
8. In the middle panel, click the + icon on the right. In the Customer may say box, enter a message a contact might send and then press Enter. CXone Bot Builder analyzes the message and offers a list of intents and confidence level.
9. If CXone Bot Builder identified the correct intent, click Confirm. If not, click Intents to expand the Intents pane on the right and select the correct intent, then click Confirm.
   View image

   
10. Hover over the plus sign until it changes to a bot icon. Click the General, Forms, or Integrations tab, then click an action.

11. Provide the information matching the action type you selected. For example, if you selected Message, enter what the bot should say.

    View image

    
12. Click the typing indicator to set or override the length of time a typing indicator displays for the action. If Smart Typing is turned on, the bot automatically determines this for you.
13. For message actions only, click Variations to open a dialogue where you can add additional variations to the existing message. In this dialogue, click Add Variation, then type a different version of your original message shown at the top. Add as many variations as you want. The bot will randomly select which variation to use in a conversation.
14. For rich message actions only, click rich message fallback to customize the response if the message is being sent over a channel that doesn't support rich content. By default, the bot will use what is configured in Rich Messaging Fallback.
15. Repeat this process until you have completed the messages and actions for this story. If you need to edit intents or slots, you can do so right in the story builder.
    View image

    
16. Click Train and Stage to train your bot on the new story. You can also do more training and testing later.

Duplicate a Story

If you have an existing story that is similar to the one you want to create, you can copy it and edit as needed. To create a copy, hover over an existing story, click Options, then click Duplicate. The new story is created and displayed for editing.

Train Your Bot

You can duplicate the real-world interactions you collected earlier to make sure your bot handles them correctly. You can also create new interactions when you collect new training examples. As you're building your bot, the Train and Stage button lets you train your bot on new intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, rules Used to define bot's response to messages that don't change with context., stories Used to train bot for interaction handling based on intent and context, and so on. You can use the health monitor to track training progress.

You can hide individual dialogues (stories and rules) or intents. This excludes them from training until they're ready. Hover over the dialogue or intent, click Options, then click Hide. When hidden, the data is visible to you for editing, but your bot does not learn from it. It is also displayed with the Hidden icon. When the dialogue or intent is ready for training, click Options, then click > Show, then click Train and Stage.

You can also take time to talk to your bot to review its responses and correct any problems.