CXone Mpower Bot Builder enables you to create your own virtual agents or bots even if you have no coding knowledge or programming expertise. If you can carry on a conversation, you can create a working bot. These bots can do a wide variety of tasks, including:
- Answering common questions.
- Helping a customer change their information in your system.
- Gathering information before transferring to a live agent.
The help desk at Classics, Inc., handles more than 100 calls a day for users who need to reset their passwords. The administrator, Akela Wolfe, wants to create a bot to assist users with this task so agents can concentrate on resolving more complex issues. She decides to create the bot using Bot Builder.
Bot Builder bots work with any digital channel, such as Live Chat, Apple Messages for Business, and X. You can use Bot Builder bots on voice channels by setting it up in Virtual Agent Hub.
Start learning how to use Bot Builder, or explore the implementation process.
Conversational AI
Bot Builder uses an approach called Conversational AI to design and train bots
A software application that handles customer interactions in place of a live human agent.. This approach combines technologies that let computer software:
- Recognize and decipher human language.
- Comprehend what is being said.
- Determine the right response.
- Respond in a way that mimics human conversation.
Traditional bots are completely scripted. A developer must try to account for every keyword a customer might use in a given scenario. Then the developer has to script a response for the bot for each of these keywords. As a result, these bots can be very time-consuming to set up and maintain.
Bot Builder bots retain context throughout an interaction. They use artificial intelligence (AI) to predict what contacts want based on training data that provides examples of similar conversations. When training data comes from real conversations between agents and contacts, the bot learns to recognize what a contact wants.
Natural Language Understanding
Bot Builder uses Natural Language Understanding (NLU) to understand what contacts say and make accurate predictions about what they mean. It's one of the fundamental technologies behind conversational AI. It's part of Natural Language Processing (NLP), a technology that allows computer programs to interpret and understand human language. NLU is a subset of NLP that focuses on understanding the meaning behind what a human says.
NLU relies on configuration and training that teaches the bot to recognize what contacts mean. This starts with defining the tasks you want the bot to help contacts with, also known as intents. This could be tasks such as updating addresses, providing account balances, or resetting passwords. By creating intents and providing real-world conversation examples of each intent, you help the bot learn to associate what the contact says with what they mean.
Akela Wolfe finds examples of real agent conversations about resetting passwords and uses them to train her new bot. She finds examples where the contact expresses their need in different ways. Some of her examples include the contact saying "I need help changing my password," "My account might be hacked, what can I do," and "My password isn't working, how do I change it."
Bot Builder Requirements
- Bot Builder currently requires digital channels, which are available with CXone Mpower Digital Experience.
- To use Bot Builder bots with voice channels, you must have Virtual Agent Hub. Bot Builder for voice is available as a natively-supported virtual agent integration.
- You can use bots built with Bot Builder with any digital Any channel, contact, or skill associated with Digital Experience. channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. supported by Digital Experience. This includes live chat Agents and contacts interact on a real-time basis., SMS Messaging, and all social Public social media interactions, such as on Facebook or X. and messaging Direct interactions using social media like X DM, WhatsApp, or Facebook Messenger channels.
- To use Bot Builder, you must enable the Chatbot permission in the Digital Experience permissions for the role assigned to the employee account of anyone who will use Bot Builder.
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