Enlighten Autopilot Knowledge

Autopilot Knowledge combines digital conversational botsCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. from CXone Bot Builder with the knowledge resources from CXone Expert. CXone Expert enables your bot to answer customer questions instantly. You set up your knowledge baseCerrado Sitio web que almacena artículos de solución de problemas. in CXone Expert and connect it with CXone Bot Builder. This helps you save time on implementation. After you configure your bot, deploy it to the desired digital channels.

Prerequisites

To use Autopilot Knowledge, you must have:

Set Up Autopilot Knowledge

Complete cada una de estas tareas en el orden dado.

Add Autopilot Knowledge from the Skill Store

The skill store is a public repository of approved bot skills.

  1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

  2. Click Go to skill store and select Autopilot Knowledge.

  3. Click Add to your bot and select your bot from the drop-down.

Connect Your CXone Expert Knowledge Base

  1. Go to your CXone Expert portal and gather the following information:

  2. Navigate to your Autopilot Knowledge integration in Bot Builder:

    1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

    2. Seleccione el bot que configuró para Autopilot Knowledge.

    3. Haga clic en integracionesicono con forma de enchufe. en el menú del icono de la izquierda.

    4. Haga clic en la pestaña Scripts.

    5. Seleccione Autopilot Knowledge.

  3. Under Variables, click Expert_URL and enter the URL you copied from your CXone Expert portal.

  4. Click Expert_API_Key and enter the API key you generated.

  5. Click Expert_API_Secret and enter the secret you generated when creating the API token. Changes are saved automatically.

Fine-Tune the Autopilot Knowledge Integration

Follow these steps to configure optional variables to fine-tune Autopilot Knowledge.

Variable Details
Persona

Holds a text-based persona description. This description provides Autopilot Knowledge with its role and purpose. For example, "You are a friendly bot that answers questions about billing." This improves bot performance and customer experience by strengthening brand identity and humanizing automated interactions.

Expert_Kernels

Holds a number, 1 through 5. This is the number of kernelsCerrado Fragmentos de artículos de CXone Expert que son relevantes para el problema de un contacto. you want Autopilot Knowledge to use when generating responses. This enables Autopilot Knowledge to target the parts of your CXone Expert knowledge base that are relevant to the contact's message. The default is 3.
Expert_Threshold Holds the decimal form of a percentage, 0.5 through 0.9. This is the required similarity index between the contact's message and the CXone Expert kernel. For example, if you enter 0.85, Autopilot Knowledge doesn't use kernels that are less than 85% a match for the contact's issue. The default is 0.6.

  1. If you haven't already, navigate to your Autopilot Knowledge integration in Bot Builder:

    1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

    2. Seleccione el bot que configuró para Autopilot Knowledge.

    3. Haga clic en integracionesicono con forma de enchufe. en el menú del icono de la izquierda.

    4. Haga clic en la pestaña Scripts.

    5. Seleccione Autopilot Knowledge.

  2. Click Persona and enter a short, specific persona description that tells Autopilot Knowledge its role and purpose. For example, "You are a friendly bot that answers questions about billing." This helps Autopilot Knowledge provide more relevant responses.

    Make sure your persona description is concise, specific, and easy to understand. A poorly written persona description may result in poor responses from Autopilot Knowledge.

    • Good: "You're a technical expert answering questions about our appliance company, OneAppliance. OneAppliance sells and services washers, dryers, and dishwashers. Be succinct and use technical language." (Provides context and specific instructions.)

    • Poor: "You're an expert on OneAppliance. Answer all customer questions." (Doesn't provide context. Instructions are very general.)

    • Good: "You're a banking expert answering questions about our bank, OneBank. Common topics include personal finance, investing, and taxes. Your specialty is taxes. Be as concise as possible." (Specific but simple.)

    • Poor: "You're an extremely knowledgeable bot working for OneBank, the world's leading financial institution for personal asset management, such as savings accounts and certificates of deposit, and private equity, funds for acquiring private businesses. Your objective is to provide information in a succinct manner, enabling customers to accomplish their financial goals." (Long, complicated, and difficult to understand.)

  3. Configure variables to customize how Autopilot Knowledge uses CXone Expert kernels . Kernels are pieces of articles that are relevant to a contact's issue.

    1. Click Expert_Kernels and enter the number of kernels you want Autopilot Knowledge to use when generating responses. For example, if you enter 2, Autopilot Knowledge only uses the top two kernels that relate to the contact's issue. Enter a number between 1 and 5.

    2. Click Expert_Threshold and enter the decimal form of the match percentage you want to require for kernels. For example, if you enter 0.85, Autopilot Knowledge doesn't use kernels that are less than 85% a match for the contact's issue. Enter a number between 0.5 and 0.9.

Configure Variables for Error Messages

To customize the messages Autopilot Knowledge sends to contacts when it experiences an error, configure the variables for error messages.

  1. If you haven't already, navigate to your Autopilot Knowledge integration in Bot Builder:

    1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

    2. Seleccione el bot que configuró para Autopilot Knowledge.

    3. Haga clic en integracionesicono con forma de enchufe. en el menú del icono de la izquierda.

    4. Haga clic en la pestaña Scripts.

    5. Seleccione Autopilot Knowledge.

  2. In each error message variable, enter the text you want Autopilot Knowledge to display for the error message. The variables that appear and their names depend on your version of Autopilot Knowledge.

    Depending on your version of Autopilot Knowledge, variables may appear for these errors:

    • The contact's message is too long.

    • The contact's message is empty.

    • No available knowledge. This means that there is no content related to the contact's issue in your CXone Expert knowledge base.

    • No relevant knowledge. This means that Autopilot Knowledge was not able to generate a final response though it found kernelsCerrado Fragmentos de artículos de CXone Expert que son relevantes para el problema de un contacto. in CXone Expert related to the contact's issue.

    • Couldn't connect to CXone Expert.

    • Invalid CXone Expert credentials.

    • The utterance is too short. This means that the contact's message did not meet the minimum length requirement (more than two words).

Configure Debug Variable

To see the back end of Autopilot Knowledge as it processes customer issues, set the Debug variable to True. This helps you identify gaps between the questions contacts are asking and the answers available in your CXone Expert knowledge base.

With Debug set to True, Autopilot Knowledge displays the results it gathers from CXone Expert and the raw output it generates. This includes the kernelsCerrado Fragmentos de artículos de CXone Expert que son relevantes para el problema de un contacto. it found. Both display in the console of the Generate Reply and Suggest Articles bot action in Bot Builder.

  1. If you haven't already, navigate to your Autopilot Knowledge integration in Bot Builder:

    1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

    2. Seleccione el bot que configuró para Autopilot Knowledge.

    3. Haga clic en integracionesicono con forma de enchufe. en el menú del icono de la izquierda.

    4. Haga clic en la pestaña Scripts.

    5. Seleccione Autopilot Knowledge.

  2. Set the Debug variable to True or False.

Configure the Generate Answer and Suggest Articles Bot Action

The Generate Answer and Suggest Articles bot action determines:

  • The bot's target word count for replies.

  • If and how the bot displays suggested CXone Expert articles to the contact.

  1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

  2. Select the bot you configured for Autopilot Knowledge.

  3. Haga clic en Diálogosicono, que parece burbujas de conversación. en el menú del icono de la izquierda.

  4. Click the Fallback tab.

  5. Under Fallback, click Action.

  6. Adjust any of the parameters of the Generate Reply and Suggest Articles bot action.

    Field Details
    Generated Reply - Word Count

    How long every generated reply should be. Autopilot Knowledge tries to fit every reply to the desired word count. Consider that the larger the word count, the longer it takes for the contact to read and respond. So, select a word count that correlates to your desired response time.

    The default value is 100. If you set the value to 0, reply generation is disabled. There is no minimum or maximum value.

    Suggested Articles - Format

    How you want suggested articles to display. Options include Buttons, Cards, and None. If you select None, the bot cannot send suggested articles. You may want to select this option if you only want the bot to reply to questions. You can further customize the formatting if you have basic knowledge of JavaScript.
    Suggested Articles - Max Count The maximum number of suggested articles the bot can send to the contact. The default value is 5. There is no minimum or maximum value.
    Suggested Articles - Message Content The text you want to display when the bot sends suggested articles to the contact. For example, you might enter Here are some articles related to your question that you may find useful.

Configure Additional Bot Actions, Integrations, and Other Features

You can customize your bot through the features in Bot Builder. You can customize bot actions with script integration, but this method requires basic knowledge of JavaScript. You can also disable or edit variables to display in bot actions.

Test Bot Connection

CXone Bot Builder lets you chat with your already-created botCerrado Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo. to help it learn. Talk to your bot to ensure it works the way you want it to.

  1. En CXone, haga clic en el selector de aplicaciones y seleccioneBot Builder.

  2. Haga clic en el bot con el que desea trabajar.
  3. From any page, click Talk to your bot icon, represented by a conversation bubble.
    The Talk to Your Bot screen.
  4. Enter a messageCerrado Cualquier cosa que diga un contacto en una interacción de bot, ya sea una pregunta o declaración, escrita o hablada. 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 intentCerrado El significado o propósito detrás de lo que dice/escribe un contacto; lo que el contacto quiere comunicar o lograr or ruleCerrado Se usa para definir la respuesta del bot a los mensajes que no cambian con el contexto..
  6. If you need to restart the interaction after correcting an issue, click Start New Conversation.

Deploy Bot to Digital Channels

Cuando termine de configurar su bot y esté listo para ponerlo en producción, siga estos pasos:

  1. Verifique que el perfil de empleado en CXone que creó para su bot esté asignado a la habilidad digital o cola de enrutamiento que dirigirá los contactos hacia su bot.
  2. Configure una red de seguridad, si todavía no lo ha hecho.
  3. Implemente el modelo de bot para la producción.

Cuando su bot ya esté en producción y en línea, el modeloCerrado Versión de un bot que ha sido entrenado y preparado de bot implementado se comportará de la misma manera que los agentes en vivo cuando están en línea. CXone asigna los nuevos casos entrantes a la bandeja de entrada digitalCerrado Área donde aparecen casos en el espacio de trabajo de interacción digital en una aplicación de agente del bot desde las habilidades digitales o las colas de enrutamientoCerrado Primer equivalente digital de una habilidad; dirige cada contacto a un agente asignado para manejar ese tipo de contacto a las que el bot está asignado. Si su bot está implementado en producción y está en línea, pero aún no recibe casos, es posible que deba verificar la configuración de enrutamiento.