Slots are like your bot's
A software application that handles customer interactions in place of a live human agent. memory. You can use them to personalize interactions between bots and contacts. Slots are set up as key/value pairs.
The help desk at Classics, Inc., handles more than 100 calls a day for users who need to reset their passwords. The administrator, Akela Wolfe, has successfully created a bot to assist these users. After some time, she decides to enable the bot to gather the user's location. This will help her see if certain locations might need additional training. She sets up entities and slots for this purpose.
Slot Filling Methods
There are five methods to fill slots Entity extracted from contact's message and saved for use in bot responses. Similar to a variable. in CXone Bot Builder:
- From System: When an interaction between contact and bot begins, CXone Bot Builder automatically creates three slots that can be used in that unique interaction: Last Customer Message, Contact, and Customer. These slots are system-generated and cannot be edited.
Learn more about each system slot
Slot Details Last customer message This slot is filled whenever a customer sends a message. It always contains the most recent message. Contact
This slot is filled whenever a new contact
The person interacting with an agent, IVR, or bot in your contact center. begins. It always contains data about the ongoing contact, such as conversation id or channel_id.Customer This slot is filled whenever a new contact begins. It always contains data about the customer The person on the other end of an interaction., such as their name or customer id. - From Entity: These slots are extracted from interactions. When you create an entity Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants., a slot is created automatically. You can use the slot value as a variable in the same interaction or in other areas of Digital Experience. If you delete the entity, the slot is also deleted and you can no longer use it anywhere. Entity-based slots can be any of the slot types.
- From Intent: This method fills the slot with a defined value if the defined intent is recognized. Both value and intent can be defined in the slot configuration. Slots using this method are created manually and are currently only applicable to forms. You can configure multiple value mappings for a single From Intent slot. This allows you to have different values saved to the slot depending on the intent that's recognized.
- From Message: This method uses the text of the next message to fill the slot. The recognized intent is ignored and the slot is filled with the message value, unless there is no intent restriction configured. Slots using this method are created manually and are currently only applicable to forms.
- Custom slots: Custom slots typically hold information based on business logic. An example would be data retrieved by an API call to your CRM or another third-party application. You manually create custom slots in the same way you create intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. You can use the slot value as a variable in multiple interactions between bots A software application that handles customer interactions in place of a live human agent. and contacts, or in other areas of Digital Experience. Custom slots persist until they are manually deleted. They can be any of the slot types. These slots are created manually.