Bot Skills

Skills in Bot Builder are not the same as skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in ACD.

Bot skills allow you to organize training data based on what your bot can do. Skills can contain any of your training data: storiesClosed Used to train bot for interaction handling based on intent and context, rulesClosed Used to define bot's response to messages that don't change with context., intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, entities, API integrations, or script integrations. Once you have skills created and training data assigned to them, you can use skills to filter what training data is visible.

You can discover and share bot skills in the Skill Store.

Akela's bot has a lot of training data. She decides to organize her data with skills so she can filter what data is visible to her. This helps her to look more specifically at any areas where her bot might need additional training data.

Create Bot Skills

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

  2. Click the bot you want to work with.
  3. On any page, in the upper left corner, click Manage Skillsicon, indicated by a gear with small stars near it..
    The Train and Stage button, the Bot Health Monitor button, and the Skills button.
  4. Click New Skill.
  5. Type a name for your skill in the field, then press Enter.

You can also create a new skill when you are adding data to skills or from the Skills filter.

Add Data to Skills

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

  2. Click the bot you want to work with.
  3. Navigate to the training data folder, API integration, or script integration you want to add to a skill.
  4. Hover over the training data folder, API integration card, or script integration card and click OptionsThree horizontal dots > Add to Skill.
    The Add to Skill option from a folder, showing an existing skill and the ability to create a new skill.
    The Add to Skill option from an API Integration, showing an existing skill and the ability to create a new skill.
  5. 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 "...". Changes are saved automatically.

Filter Visible Data Using Skills

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

  2. Click the bot you want to work with.
  3. On any page, in the upper left corner, click Skills.
  4. Select any skills containing data you want to see. Changes take effect immediately. The Skills button shows how many skills are selected.
    The Train and Stage button, the Bot Health Monitor button, and the Skills button. The Skills button shows there are two skills selected.

  5. You can search your skills by typing a name in the field. You can also create a new skill from here by typing a name for the skill, then clicking Create Skill "...".