CXone Mpower Agent Builder

CXone Mpower Agent Builder enables you to create your own virtual agentsClosed A software application that handles customer interactions in place of a live human agent. to use with CXone Mpower. The virtual agents you create with Agent Builder are called Mpower Agents.

You can use Agent Builder even if you have no coding knowledge or programming expertise. If you can carry on a conversation, you can create a working Mpower Agent. Mpower Agents can do a wide variety of tasks, including:

  • Answering common questions.
  • Helping customers change their information in your system.
  • Gathering information before transferring to a live agent.

You can use Mpower Agents:

  • With any digital channel, such as Live Chat, Apple Messages for Business, and X.
  • With voice channels after integrating with CXone Mpower Virtual Agent Hub.
  • Within CXone Mpower as taskbots that automate certain tasks within the system. For example, you can create taskbots to work with Task Assist in Copilot for Agents. Task Assist taskbots can update contact information in a database.

Agent Builder uses conversational AI technologies. To learn more about the high-level concepts behind Agent Builder, see the overview page. You can also learn how conversational AI concepts surface in Agent Builder configurations. This helps you understand how the configurations work together.

If you're an administrator, the Agent Builder online help provides information about:

  • Getting started: Start with this page if you're new to Agent Builder and conversational AI concepts. It introduces core concepts and configurations that are key to creating Mpower Agents.

  • Implementation process: This page provides a high-level overview of the steps involved in implementing and maintaining Mpower Agents with Agent Builder.

  • Tutorial: Explore a walkthrough and learn about creating a simple Mpower Agent that handles a single use case. The page includes steps you can follow to build an Mpower Agent as you go through the walkthrough.

  • Best practices: Read this collection of all of the recommendations about how best to work with Mpower Agents in Agent Builder. You will also find these best practices on other help pages close to their related subject matter.

  • Task Assist: Learn about using Agent Builder to create taskbots to use with Task Assist and automate tasks in CXone Mpower.

  • Integrations: Explore ways in which you can use integrations with Agent Builder to expand the capabilities of your Mpower Agents.