Manage Your Bot

Connect or Change the Bot Body

The bot body is a CXone employee account created for use with a CXone Bot Builder bot. Bot Builder requires an employee account for routing through the CXone system.

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

2. Click the bot you want to work with.
3. On the menu on the left side of the page, click Preferences > Settings > Bot Body.

4. Select the CXone employee account to use for this bot. If you need to, create a new account for the bot.

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5. Click Connect.

Chat with Your Bot

CXone Bot Builder lets you chat with your already-created bot A software application that handles customer interactions in place of a live human agent. to help it learn. You can also test your newly-created dialogues Bot stories and rules in CXone Bot Builder. and intents. You can talk to a bot before it has been deployed.

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

2. Click the bot you want to work with.
3. From any page, click Talk to your bot in the top toolbar.
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4. Enter a message Anything a contact says in a bot interaction, whether question or statement, written or spoken. in the field at the bottom of the chat window, just as you would in any chat conversation. Your bot responds as it would in a real interaction.
5. Use the options in the chat window to improve your bot: 
   • View the bot's intent predictions. Click the intent prediction that appears under each of your messages. The drop-down expands to show you the matching intents with the confidence level for each.
   • Add one of your messages as an intent example. Hover the cursor over the message in the chat window and click Intent .
   • Go to the rule or story associated with one of the bot's responses. When an intent appears next to the bot response, click it. From the drop-down, click the story or rule you want to go to. Bot Builder displays the selected rule or story.
   • View the bot models. Click the bot model number at the top of the chat window.
6. Continue to enter messages and review the bot's responses. If at any point the bot responds in an unexpected way, you can stop and correct the issue. For example, you might need to create a new intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish or rule Used to define bot's response to messages that don't change with context..
7. If you need to restart the interaction after correcting an issue, click Start New Conversation.

Share Your Bot

When you feel your bot A software application that handles customer interactions in place of a live human agent. is well-trained, you should test it with actual users. To help you do this, you can share your bot with others. The more interactions your bot handles, the more data Bot Builder collects on your bot's performance. This data is available in the bot management tools in Bot Builder.

You can review the conversation data to find places where contacts are having trouble communicating with the bot. By adjusting the bot's configuration, you can improve its performance.

You can test with users in your company. Don't test with users from your bot team, though. You want users who will test your bot's limits, not users who already know what it can and cannot do. For the same reason, don't give your testers detailed instructions. They should only know as much about your bot's domain as your customers would.

You can also have your real customers test your bot. These users do not need to have access to CXone or to Bot Builder.

To share your bot: 

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

2. Click the bot you want to work with.
3. From any page, click Talk to your bot.
4. Click Share .
5. The URL field automatically displays a link you can copy and share to your test users. You can add a Description to help your test users understand what to expect from the bot.
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View List of Bot Models

You can view the list of models for your bot. A new model is created every time you click Train and Stage. The list shows you when the model was trained, the results of each training, and how long it look. You can also see which models have been deployed and whether they're deployed to stage or production. From this page, you can export or deploy models.

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

2. Click the bot you want to work with.
3. Click Deployment in the left icon menu.

Deploy to Stage

Every time you click the Train and Stage button, your bot is deployed to stage.

If you are making improvements to a bot that's been deployed to production, Train and Stage creates a new bot model Version of a bot that has been trained and staged and deploys that model to stage. If you want your improvements to be reflected in production, you need to manually deploy this new model. This ensures no bot model enters production without your explicit consent.

You can also deploy a model to stage from the Training and Deployment page:

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

2. Click the bot you want to work with.
3. Click Deployment in the left icon menu.
4. In the Actions column for the model Version of a bot that has been trained and staged you want to deploy, click the drop-down and select Stage.

Deploy to Production

Deploying a model Version of a bot that has been trained and staged to production sends that configuration and data to the bot user in CXone. This does not mean the bot will immediately become active and start receiving cases.

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

2. Click the bot you want to work with.
3. Click Deployment in the left icon menu.
4. In the Actions column for the model Version of a bot that has been trained and staged you want to deploy, click the drop-down and select Production.

Roll Back to a Previous Model

If you discover that your current production model has a problem that you need to address, you can roll back to a previous model. Be sure that you choose a model known to be stable.

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

2. Click the bot you want to work with.
3. Click Deployment in the left icon menu.
4. Locate the model you want to roll back to and click Deploy in the Actions column.
5. Select Stage if the model is currently not deployed. If the model is currently in stage, skip this step.
6. Select Production.

Reactivate an Inactive Bot

Bots A software application that handles customer interactions in place of a live human agent. that haven't engaged in conversations with contacts The person interacting with an agent, IVR, or bot in your contact center. or Bot Builder users for 30 days are automatically deactivated. You can reactivate an inactive bot to begin working with it again.

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

2. Click the bot you want to work with.
3. Click Preferences in the left icon menu.
4. On the Settings tab, click Reactivate Bot.

Delete a Bot

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

2. Click the bot you want to work with.
3. On the menu on the left side of the page, click Preferences .
4. On the Settings tab, click Delete Bot.
5. Confirm your intention to remove the selected bot. This action cannot be undone.