NLU Inbox

The NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. inbox shows all new messages Anything a contact says in a bot interaction, whether question or statement, written or spoken. that contacts have sent your bot in a single view. You can review the messages here. This allows you to make fast and precise improvements to your bot based on trends you notice in conversations.

Glossary

Concept	Definition	Example	What the Bot Does
Utterance	Anything a contact says in an interaction. Sometimes called a message.	"I lost my password." "What is my balance?" "Are you a bot?"	The bot uses Natural Language Understanding (NLU) to analyze each contact utterance to determine its meaning, or intent.
Intent	What the contact wants to communicate or accomplish. Every message the contact sends has an intent.	"I lost my password" has the intent of "reset password". "Hello" has the intent of "greeting".	The bot analyzes a contact's message using NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. to determine the intent. Once it knows that, it can respond with a message of its own. You configure the response you want the bot to use for each intent.
Entity	A defined piece of information in a contact's message.	Person or product name, phone number, account number, location, and so on.	The bot uses NLU to identify entities in a contact's message. Entities help the bot understand what the contact's message means.
Slot	An entity extracted from a contact's message and saved for use in bot responses. Similar to a variable.	Creating a slot for contact name lets the bot use that name in responses during an interaction, making it more personal.	When configured to do so, the bot extracts an entity from a contact message and saves it in a slot. You can have the bot use this information later in the conversation.
Rule	Defines a bot's response to messages that don't change meaning with context.	Single-turn interactions with fixed responses: What are your hours? What is your address? Conversation building blocks: Greetings, good-byes, thank yous and transitions; simple yes/no questions; and acknowledgments. CXone Bot Builder comes with default intents and rules for several of these, including greetings, handover Any contact message that should trigger transfer to a live agent requests, and more. FAQs Insults and classic bot challenges	Rules are one of two ways you can configure how the bot responds to an intent. Rules are useful for certain kinds of intents, but not all intents.
Story	Trains a bot to handle an interaction based on message intent and conversational context.	In an interaction about a forgotten password, the bot would respond to, "How do I do that?" in one way. If the interaction were about creating a new account, the response would be quite different even though in both cases the contact is using the same words with the same intent – to get more information.	Stories are the second of two ways you can configure how the bot responds to an intent. Stories teach the bot how to use the context of the conversation to respond appropriately.
Bot Action	Anything a bot says or does while handling an interaction.	In an interaction about a forgotten password, the bot responds by sending the link to the password reset FAQ on the website. When a contact expresses frustration, such as "I don't understand! It's not working!!!" the bot responds with "I'm sorry. Would you like me to transfer you to a human agent?" When the contact says yes, the bot initiates the transfer.	Actions are the options you have when defining how you want the bot to respond to each intent. They give you the flexibility to configure each response to achieve the outcome that meets the contact's needs.

Use the NLU Inbox

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click NLU in the left icon menu.
On the Intents tab, click Inbox. A number indicator will show how many new messages there are.
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By default, the inbox displays all new messages. You can perform basic searches using natural language or you can write queries for more detailed results.
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.

Change a Message's Intent

In CXone, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click NLU in the left icon menu.
On the Intents tab, click Inbox.
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By default, the inbox displays all new messages. You can perform basic searches using natural language or you can write queries for more detailed results.
Click the intent that appears beneath the message. The drop-down list shows the intent predictions that the bot made, along with the confidence level for each one.
Click the new intent you want to assign to the message.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.