NLU Inbox

The NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. inbox helps you manage your NLU data to improve the quality of your bot. It shows all new messages from customers in a single view, allowing you to make fast and precise improvements based on trends you notice in conversations.

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

2. Click the bot you want to work with.
3. Click NLU in the left icon menu.
4. On the Intents tab, click Inbox. A number indicator will show how many new messages there are.
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5. By default, the inbox displays all new messages. You can search messages, too. You can perform basic searches using natural language or you can write queries in a query language for more detailed results.
   • After typing your query, click Manage Search and enter a name for the search to save it for future use.

For each message, you can take the following actions to make improvements to your bot:

• Set the intent: Changes the assumed intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish for the message.
• Edit: Allows you to change the message as it displays in the inbox, but does not change it in the conversation. If you leave the inbox, the message loses the edits.
• Show in conversation : Opens the message in the context of the conversation it came from.
• Delete: Removes the message from the inbox, but does not remove it from the conversation.
• Add to the intent : Adds the message to the intent and removes the message from the inbox.
• Add entity : Click on a specific word in a message, then click one of the following icons: Lookup, Regex, or Synonym. This creates an entity Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. for that word.