Enlighten Autopilot Knowledge

Autopilot Knowledge combines digital conversational bots 실제 상담원 대신 고객 인터랙션을 처리하는 소프트웨어 애플리케이션입니다. 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 base 문제 해결 문서를 저장하는 웹사이트입니다. 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:

• A configured CXone Expert knowledge base.

• A configured CXone Bot Builder bot.

• CXone Expert Kernels .

Set Up Autopilot Knowledge

Add Autopilot Knowledge from the 스킬 스토어

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

1. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot 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:

   • Copy the URL. For example, https://classics.mindtouch.us

   • Generate an API token and secret .

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

   1. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

   2. Autopilot Knowledge에 대해 구성한 Bot을 선택합니다.

   3. 왼쪽 아이콘 메뉴에서 통합 을 클릭합니다.

   4. 스크립트 탭을 클릭합니다.

   5. Autopilot Knowledge을(를) 선택합니다.

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.

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

   1. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

   2. Autopilot Knowledge에 대해 구성한 Bot을 선택합니다.

   3. 왼쪽 아이콘 메뉴에서 통합 을 클릭합니다.

   4. 스크립트 탭을 클릭합니다.

   5. Autopilot Knowledge을(를) 선택합니다.

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.

   View example descriptions

   • 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. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

   2. Autopilot Knowledge에 대해 구성한 Bot을 선택합니다.

   3. 왼쪽 아이콘 메뉴에서 통합 을 클릭합니다.

   4. 스크립트 탭을 클릭합니다.

   5. Autopilot Knowledge을(를) 선택합니다.

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.

   View a list of possible errors

   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 kernels 컨택의 문제와 관련된 CXone Expert 문서를 말합니다. 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 kernels 컨택의 문제와 관련된 CXone Expert 문서를 말합니다. 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. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

   2. Autopilot Knowledge에 대해 구성한 Bot을 선택합니다.

   3. 왼쪽 아이콘 메뉴에서 통합 을 클릭합니다.

   4. 스크립트 탭을 클릭합니다.

   5. Autopilot Knowledge을(를) 선택합니다.

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. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

2. Select the bot you configured for Autopilot Knowledge.

3. 왼쪽 아이콘 메뉴에서 대화 를 클릭합니다.

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.

   Learn more about fields in this step

   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 bot 실제 상담원 대신 고객 인터랙션을 처리하는 소프트웨어 애플리케이션입니다. to help it learn. Talk to your bot to ensure it works the way you want it to.

1. CXone에서 앱 선택기 를 클릭하고 선택합니다.Bot Builder.

2. 작업할 봇을 클릭합니다.
3. From any page, click Talk to your bot .
   View image

   
4. Enter a message 질문이나 진술, 서면 또는 음성 여부와 관계없이 Bot 인터랙션에서 컨택이 말하는 모든 것입니다. 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 intent 컨택이 말하거나 입력하는 내용의 의미나 목적이며 컨택이 전달하고자 하는 내용이나 원하는 내용입니다. or rule 컨텍스트에 따라 변경되지 않는 메시지에 대한 Bot의 응답을 정의하는 데 사용됩니다..
6. If you need to restart the interaction after correcting an issue, click Start New Conversation.

Deploy Bot to Digital Channels

Bot 구성을 마치고 프로덕션에 투입할 준비가 되면 다음 단계를 따르십시오.

1. Bot에 대해 생성한 CXone 직원 프로필이 컨택을 Bot으로 라우팅할 디지털 스킬 또는 라우팅 큐에 배정되어 있는지 확인합니다.
2. 아직 안전망을 구축하지 않았다면 안전망을 구축하십시오.
3. Bot 모델을 프로덕션에 배포합니다.

Bot이 프로덕션 및 온라인에 배포되면 배포된 Bot 모델 훈련 및 준비된 Bot 버전은 온라인에 있는 라이브 상담원과 마찬가지로 작동합니다. CXone은 Bot이 배정된 디지털 스킬이나 라우팅 큐 스킬에 상응하는 Digital First이며, 컨택 유형을 처리하도록 배정된 상담원에게 각 컨택을 라우팅합니다.에서 새로 들어오는 케이스를 Bot의 디지털 받은 편지함 상담원 애플리케이션의 디지털 인터랙션 작업 영역에서 케이스가 나타나는 영역입니다으로 배정합니다. 봇이 프로덕션에 배포되어 있고 온라인 상태인데도 케이스를 받지 못할 경우, 라우팅 구성을 확인해야 할 수도 있습니다.