Conversations

The Conversations tab in the Insights section of Bot Builder allows you to review entire conversations your botClosed A software application that handles customer interactions in place of a live human agent. has with contacts. From here, you can make adjustments based on how your bot handled the situation or how well it understood the contact's intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. This is how you make your bot smarter and more helpful over time.

The Conversations tab, where you can review each conversation, add tags, convert to a story, and more.

The right side of the Conversations tab displays the following information related to the conversation:

  • Customer Information: Information about the contact.
  • Conversation Information: Information ab out the interaction, such as how long ago the conversation was and whether a Bot Builder administrator has reviewed it.
  • Tags: All tags that have already been added to the conversation.

The conversations visible on this page include test conversations you have had while talking to the bot within Bot Builder. The channel for test conversations is called .

Review a Conversation

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

  2. Click the bot you want to work with.
  3. Click Insights icon, which looks like a line graph. in the left icon menu.
  4. On the Conversations tab, locate the conversation you want to review. You can search using natural language or write queries in a query language for more detailed results.
  5. Click the conversation in the list on the left side of the Conversations tab. The messages it contains appear in the center of the page. The right side of the page displays information about the contact and the conversation.

  6. For each message from the contact or the bot, you can view helpful information.

  7. On the right side of the page, click Add Tag A circle with a + inside it. if you want to tag this conversation. If the tag you want doesn't exist, enter the name and click Create Tag.

  8. To use the entire conversation as training data to improve the bot's future responses, click Convert to Story A speech bubble with a lightning bolt in one corner.. If you convert the conversation to a story, you need to add intents and modify the story to make it good training data.

  9. When you're finished reviewing the conversation, click Mark Reviewed A speech bubble with a checkmark in one corner..

Conversation Information

On the Conversation tab, you can view the following information about a conversation.

Some messages on the Conversation tab, showing the drop-downs expanded under each message.
Type Details
Contact Message

You can see the exact message the contact sent. Under each is the intent the bot selected. Next to the intent is a number indicating the bot's confidence in the intent prediction.

Click the intent to expand a list of all intents and the bot's confidence level for each one, for that message.

Actions you can take to improve your bot: 

  • If the intent is correct but the confidence score is low: Add more training examples or stories that use this intent to increase the bot's confidence. You can convert conversations to stories, if they are good training examples.
  • If the intent is incorrect: Add more training data to the intent the bot should have selected. This will increase the bot's ability to choose that intent.

Bot Response

You can see the bot's responses to each contact message. The type of bot action the bot took is displayed under each response. Click the action drop-down under the message to see information about that response. Included in this information is the model ID. This can be helpful if you need to research a problem with the bot. That way you can look at that model version, if necessary.

The conversation includes bot responses such as when fallback is triggered. Beneath this response is the line Threshold: 0.7. This is the confidence level the bot must have to choose an intent. You can adjust the threshold if it's too high or too low.

Customer Information

The right side of the page displays the following information:

  • The contact's name.
  • The channel the conversation took place on. If the conversation is a test conversation that took place within Bot Builder, the channel is Talk to your bot.
Conversation Information

The right side of the page displays the following information: 

  • What number conversation this is between the contact and the bot.
  • How long ago the conversation took place. Hover for the exact date and time.
  • The number of messages in the conversation.
  • Whether the conversation has been marked as reviewed.
Tags Any tags previously assigned to this conversation.