Test and Share CXone Bots

Talk to Your Bot

CXone Bot Builder lets you chat with your already-created botClosed A software application that handles customer interactions in place of a live human agent. to help it learn.

  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 icon, represented by a conversation bubble.
    The Talk to Your Bot screen.
  4. Enter a messageClosed 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. 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 intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish or ruleClosed Used to define bot's response to messages that don't change with context..
  6. If you need to restart the interaction after correcting an issue, click Start New Conversation.

Share Your Bot

Once you feel your botClosed A software application that handles customer interactions in place of a live human agent. is well-trained, you should test it with actual users.

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.

  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 icon, represented by a conversation bubble.
  4. Click Share icon, which looks like a triangle opened to the right. .
  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.
    Screenshot of the Share bot page.

When your bot is fully trained and tested, it's time to put your bot to work.