CXone Answers

CXone Answers combines the agentless experience of CXone Bot Builder and the knowledge of CXone Expert to create one solution.

CXone Bot Builder is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Key Facts about CXone Answers

  • You need both CXone Expert and CXone Bot Builder to use CXone Answers.
  • CXone Answers is configured as an API Integration within CXone Bot Builder.
  • You can use natural language processing to find answers for the customer, just like a standalone bot would. You can also use the text of the customer's message as a search query in the knowledge base by using {last customer message}.