Create a Bot with Creador de bots CXone

Before You Begin

Before you create your first botCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. in CXone, you should:

  • Plan the initial use case the bot will handle.
  • Gather real-word examples for this use case from your organization. These might include recorded chats, emails, text and social conversations, and voice interactions.
  • From your examples, map out a successful interaction (also known as the happy path). Keep your examples, though; you'll need them to train your bot for unhappy pathsCerrado Historia que produce un resultado erróneo para la intención.

Once you have this prep work done, you're ready to start using Creador de bots CXone.

Complete cada una de estas tareas en el orden dado.

Create a User

Required permissionChatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

CXone treats botsCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. as user entities, so to create a bot you must first create an employee account.

Follow these best practices when creating your bot:

  • Don't use a real agent for your bot. Use a human-sounding name, but choose one that's unlikely to belong to a real person.
  • Don't use the same user for more than one bot. Each bot should have its own unique body for routing and reporting purposes.
  • Do use the same name for the bot and the user entity. This keeps things simple when you're managing multiple bots.
  1. Haga clic en el selector de aplicaciones y seleccioneAdmin.
  2. Click Employees.

  3. Click New Employee.
  4. Enter a First Name and a Last Name. This should be the same name you plan to give your bot.
  5. Enter a working Email Address. You must be able to respond to the invitation CXone sends to all new employees.
  6. Enter a Username.
  7. On the General tab, use the Attributes drop-down to select the Digital Engagement checkbox.

  8. Leave all other settings at their default values and click Create & Invite.
  9. When the invitation email arrives at the email address you entered, click the link to accept and follow the on-screen prompts. You must accept the invitation to activate the employee or the account will not sync to Digital Experience.

Set Up a Bot

You can create a new bot from scratch or you can import an existing bot to the Creador de bots platform.

Create a New Bot

  1. Log in to CXone with your own account.
  2. En CXone, haga clic en el selector de aplicaciones y seleccioneCreador de bots.

  3. Click Create Bot.

  4. Enter a Name and click Continue.

  5. Select the initial bot skills you want the bot to have, then click Create the Bot. Or you can just click Create the Bot add skills later from the Almacén de habilidades.

  6. It may take several minutes for the setup to complete. You can wait or click Enter the Bot to explore the Creador de bots interface.
  7. Once the bot is created, go to Preferences icon, represented by a gear > Settings > Bot Body.
  8. Select a user from the drop-down. You should pick the user you specifically created for the bot. Click Connect.

Duplicate a Bot

  1. Log in to CXone with your own account.
  2. Create a CXone employee account for the new bot. If you're duplicating a bot only to have a backup, you don't need an employee account.
  3. En CXone, haga clic en el selector de aplicaciones y seleccioneCreador de bots.
  4. Click the bot you want to duplicate.

  5. Click Preferences icon, which looks like a gear. in the left icon menu.
  6. On the General tab, click Duplicate.

  7. Enter a name for the new bot and click Confirm.
  8. Click the Open link in the success message that appears at the top of the page. If you don't see this message, you can open the duplicated bot from the main Creador de bots page.
  9. It may take several minutes for the setup to complete. You can wait or click Enter the Bot to explore the Creador de bots interface.
  10. If you created an employee account for this bot, go to Preferences icon, represented by a gear > Settings > Bot Body.
  11. Select a the bot's CXone employee account, then click Connect.

Import a Bot

The file you import must have the YAML or YML extension.

  1. Log in to CXone with your own account.
  2. En CXone, haga clic en el selector de aplicaciones y seleccioneCreador de bots.

  3. Click Import Bot.

  4. Enter a name for the bot, then drag-and-drop or click Browse Files to bring your YAML or YML bot file into CXone Creador de bots. Click Import Bot.

  5. It may take several minutes for the setup to complete. You can wait or click Enter the Bot to explore the Creador de bots interface.
  6. Once the bot is created, go to Preferences icon, represented by a gear > Settings > Bot Body.
  7. Select a user from the drop-down. You should pick the user you specifically created for the bot. Click Connect.

Assign Bot to Routing Queues

Required permissionIntelligent Routing Settings

CXone considers botsCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. to be users. In order for your bot to receive contactsCerrado La persona que interactúa con un agente, IVR o bot en su centro de contacto., it needs to be assigned to a routing queueCerrado El sistema utiliza colas de enrutamiento para determinar a qué agentes enrutar los casos. El administrador del sistema crea colas de enrutamiento para que ciertos casos se enruten a agentes con experiencia en ese tipo de caso., just like a live agent would. Follow the steps to add skills to a user OR add users to a skill. You should not assign more than one bot to a routing queue, but each bot can be assigned to multiple routing queues.