Design Fallback

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

Fallback lets you tell a botClosed A software application that handles customer interactions in place of a live human agent. how to respond when it's not confident how to proceed. You can set up NLU fallback or action fallback. This is different than rich messaging fallback, which allows your bot to send rich messages using any channel.

Akela knows customers can quickly become frustrated if they feel a bot isn't helpful. She wants to design her fallback plan so that customers have a good experience.

NLU Fallback

NLU fallback is triggered when a bot's confidence to properly understand the customer's intent is lower than the NLU confidence thresholdClosed Measures how confident a bot is that it correctly identified a message's intent. The default level is 70% (0.7), so fallback is triggered at any level below that.. You can choose basic or advanced fallback and design what the bot should do. Advanced fallback will ask the customer to confirm the intent. If the intent is confirmed, the conversation continues. If not, the bot moves on to the fallback message.

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

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Fallback tab, click NLU.
  5. Click the toggle to select either Basic or Advanced.
  6. If you selected Basic fallback: 
    Screenshot showing basic NLU fallback options
    1. To use a custom value for NLU confidence threshold, enter that value in the field.
    2. Click the message to edit the default response.
    3. If you want the bot to use the handoverClosed Any contact message that should trigger transfer to a live agent rule if it still doesn't understand, click the + icon and select Handover.
  7. If you selected Advanced fallback:
    Screenshot showing advanced NLU fallback options
    1. Under Step 1, if the toggle is turned on and the customer confirms the intent, the message is added to the intent. Click the message to edit the default response. You can also change the text and intents of the buttons.
    2. Under Step 2, click the message to edit the default response.
    3. If you want the bot to use the handoverClosed Any contact message that should trigger transfer to a live agent rule if it still doesn't understand, click the + icon and select Handover.
  8. Click Train and Stage to train your bot on the fallback design. You can also do more training and testing later.

Action Fallback

Action fallback is triggered when a bot's confidence to properly react to the message lower than the action confidence thresholdClosed Measures how confident a bot is about the next action it should take. The default level is 40% (0.4), so fallback is triggered at any level below that..

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

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. On the Fallback tab, click Action.
    Screenshot showing action fallback options
  5. To use a custom value for Action confidence threshold, enter that value in the field.
  6. Click the message to edit the default response.
  7. If you want the bot to use the handoverClosed Any contact message that should trigger transfer to a live agent rule if it still doesn't understand, click the + icon and select Handover.
  8. Click Train and Stage to train your bot on the fallback design. You can also do more training and testing later.