CXone GenAI Prompt Editor lets you customize and manage generative AI
Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone products that utilize them. Once you've customized a prompt, you can import or manually enter an interaction segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. and test the prompt's response to it. GenAI Prompt Editor gives you better control over the content and format of the AI-generated responses and improve the large language model (LLM) response.
GenAI Prompt Editor currently lets you customize the following prompts:
Key Facts About GenAI Prompt Editor
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GenAI Prompt Editor is available for all systems but you can only create prompt profiles for products and features you have enabled.
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A new, unpublished profile is only accessible to the user who created it. Once it's been published, it shows a version number and is available both for other users to see and for selection in the related CXone product.
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When you make changes to a new or existing prompt profile without publishing the changes, those changes are saved for up to 30 days from the last time you edited it. Only you can see those changes. After 30 days:
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Changes to a new profile revert to the default settings.
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Changes to an existing profile revert to the most recently published settings.
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The Prompt Template pane at the top of the prompt profile shows where the profile settings, like tone and length, fit into the prompt. You can click the links in the prompt template to be taken directly to the setting that populates it.