Bot Builder is the engine behind Copilot for Agents Task Assist. If your organization uses Task Assist, you must create a Bot Builder bot to carry out the tasks available to agents. This is your taskbot.
Each task agents can choose from corresponds to an intent
The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. in your taskbot. Teach your taskbot how to complete each task by building a flow A graphical representation of a conversation used to train a Bot Builder bot. that contains each step in carrying out that task. You can also create a rule Used to define a bot response to messages that don't change with context. or story Used to train a bot for interaction handling based on intent and context. instead of building a flow.
How Task Assist Works
Task Assist requires the following CXone Mpower applications:
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A CXone Mpower Agent suite application, which displays the available tasks to the agent in the agent application.
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Copilot for Agents, configured with the tasks that agents can select from.
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Bot Builder, configured to execute tasks.
Also required are the platforms or web services you want to complete tasks in. For example, your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. or a database.
When you set up Task Assist in Copilot, you specify the taskbot you want to use. This creates a connection between your taskbot and Copilot. They communicate directly during the execution of tasks.
When an agent selects a task from the agent application, the request goes to Copilot. Copilot sends the request to Bot Builder. The request consists of the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. associated with the selected task, as well as any related information. The related information is anything required to complete the task. For example, if the task is updating the contact's address in the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories., the related information might be the contact's customer ID and the new address. The related information is sent to Bot Builder as a custom payload.
Bot Builder receives the intent and custom payload. The intent triggers the flow A graphical representation of a conversation used to train a Bot Builder bot., story Used to train a bot for interaction handling based on intent and context., or rule Used to define a bot response to messages that don't change with context. associated with it. The bot runs the flow, story, or rule and carries out the bot actions it's configured with. The bot actions execute the task as designed.