Conversations

The conversations tab provides a way to regularly review conversations your botCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. has with users. From here, you can make adjustments based on how your bot handled the situation or how well it understood the user's intentCerrado El significado o propósito detrás de lo que dice/escribe un contacto; lo que el contacto quiere comunicar o lograr. This is how you make your bot smarter and more helpful over time.

To view your conversations:

  1. En CXone, haga clic en el selector de aplicaciones y seleccioneCreador de bots.

  2. Click the bot you want to work with.
  3. Click Insights icon, which looks like a line graph. in the left icon menu.
  4. Click Conversations.
    The Conversations tab, where you can review each conversation, add tags, convert to a story, and more.

On the conversations page, you can:

  • Perform basic searches using natural language or write queries in a query language for more detailed results. After typing your query, click Manage Search Magnifying Glass icon representing 'manage search' and enter a name for the search to save it for future use.
  • Hover over an individual message and click Add Intent to turn the message into an intent example.
  • Click Convert to Story to use the full conversation as training data to improve the bot's future responses. Then add intents and modify the story to fit your situation.
  • Click Add Tag in the right pane of the open conversation. You can add an existing tag or create a new tag for that conversation.