Build Your First Use Case

Create Intents

Required permission: Chatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

Based on her preparation, Akela identifies this happy path:

Contact: Hello.

Bot: Hello. How can I help you?

Contact: I forgot my password.

Bot: I'm sorry to hear that. You can reset it at our website.

Contact: How do I do that?

Bot: Click Forgot Password in the upper right corner of the landing page. Then enter your email address and the system will send you a link to reset your password.

Contact: Thank you!

Bot: You're welcome. Is there anything else I can do for you?

Contact: No. You've been very helpful. Good-bye.

Bot: Thank you for contacting us. Good-bye.

After analyzing the real-life contact messages in this example, Akela decides there are five intents:

  • Greeting (Hello)
  • Password_reset (I forgot my password)
  • Explain (How do I do that?)
  • Thanks (You've been very helpful)
  • Good-bye (Good-bye)

Create a Single Intent

  1. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  2. Click the bot you want to work with.
  3. Click NLU icon, which looks like a gear inside a head silhouette. in the left icon menu.
  4. Click the Intents tab.
  5. Locate the folder your new intent should go in. If the folder doesn't exist, click New FolderAdd New Folder and enter the name for the new folder.
  6. Hover over the folder name and click New IntentAdd icon.
    Screenshot showing entry of a new intent to be used with a slot
  7. Enter a name for your new intent and press Enter.
  8. Beneath the new intent, begin entering phrases that the bot should recognize for that intent. Separate phrases by pressing Enter. Entries are saved automatically.
    List of phrases to go with the intent value, which in this case is password.
  9. Click Train and Stage to train your bot on the new intent. You can also do more training and testing later.
  10. Once the intent is used in a story关闭 用于训练机器人根据意图和上下文进行交互处理 or rule关闭 用于定义机器人对不随上下文变化的消息的响应。, you can click Find in Dialoguesicon, indicated by a magnifying glass in a conversation bubble., then click an item in that list to go to that story or rule.

Create a Multi-Intent

In the planning example, the final bot statement requires the bot to recognize two intents in the contact message.

While reviewing her sample conversations, Akela realizes that users often combine thanks and good-bye in the same message. She decides that the conversation will have a better flow if she creates a multi-intent so the bot can respond to these intents together.

  1. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  2. Click the bot you want to work with.
  3. Click NLU icon, which looks like a gear inside a head silhouette. in the left icon menu.
  4. Click the Intents tab.
  5. Locate the folder your new intent should go in. If the folder doesn't exist, click New FolderAdd New Folder and enter the name for the new folder.
  6. Hover over the folder name and click New IntentAdd icon.
    Screenshot showing entry of a new intent to be used with a slot
  7. Enter a name for your new multi-intent and press Enter. The name should contain both intents connected by a + sign. You'll see Akela's multi-intent in the image: thanks + goodbye.
    Screenshot showing entry of a new multi-intent with examples
  8. Beneath the new multi-intent, begin entering phrases that the bot should recognize. Separate phrases by pressing Enter. Entries are saved automatically.
  9. Click Train and Stage to train your bot on the new multi-intent. You can also do more training and testing later.
  10. Once the multi-intent is used in a story关闭 用于训练机器人根据意图和上下文进行交互处理 or rule关闭 用于定义机器人对不随上下文变化的消息的响应。, you can click View Dialogues, then click an item in that list to go to that story or rule.

Create Rules

Required permission: Chatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

Rules tell your bot关闭 代替现场人工坐席处理客户交互的软件应用程序。 how to respond to message that are the same in every context. Examples include:

Conditions

You can define specific conditions that must be met in order for the rule to be used. You can choose from the following types of conditions:

  • Active Form: The rule only runs when the specific form or forms are active.
  • Slot Value: The rule only runs when the slot or slots have a specific value.

Akela wants to create a rule that provides the same response to any expression of thanks from the contact. She adds the rule to the default Small Talk folder, but she could also create a new folder to house the rule. She also wants to add two more messages to the Greeting rule that are common among her users.

Add a New Rule

Before following these steps, be sure you create an intent for the rule, if you haven't already.

  1. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. Click the Rules tab.
  5. Locate the folder your new rule should go in. If the folder doesn't exist, click New Foldericon, indicated by a plus sign inside a circle. and enter a name for the folder.
  6. Hover over the folder name and click New Ruleicon, indicated by a plus sign inside a circle..
    The Rules tab. The cursor is hovering over the New Rule icon on a folder.
  7. Type a name for the rule and press Enter.
  8. If your rule should only be used under a certain condition, click Add condition. Choose the condition type and the appropriate form or slot value.
  9. In the middle panel, click the + icon on the right. In the Customer may say box, enter a message a contact might send and then press Enter. CXone 机器人生成器 analyzes the message and offers a list of intents and confidence level.
  10. If CXone 机器人生成器 identified the correct intent, click Confirm. If not, click Intents to expand the Intents pane on the right and select the correct intent, then click Confirm.
    Screenshot showing auto-identification of intent based on customer message
  11. Hover over the plus sign until it changes to a bot icon. Click the General, Forms, or Integrations tab, then click an action.

  12. Provide the information matching the action type you selected. For example, if you selected Message, enter what the bot should say.

    Screenshot of a bot message action in context of story
  13. Click the typing indicator to set or override the length of time a typing indicator displays for the action. If Smart Typing is turned on, the bot automatically determines this for you.
  14. For message actions only, click Variations icon, represented by two crossing arrows to open a dialogue where you can add additional variations to the existing message. In this dialogue, click Add Variation, then type a different version of your original message shown at the top. Add as many variations as you want. The bot will randomly select which variation to use in a conversation.
  15. For rich message actions only, click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the response if the message is being sent over a channel that doesn't support rich content. By default, the bot will use what is configured in Rich Messaging Fallback.
  16. You can add more examples to the intent. This helps ensure the rule is triggered for each way a customer may phrase something.
    • Click the intent under the contact message to load it in the Intents pane on the right. Then click Add example and add new messages.
    • Go to NLU icon, which looks like a gear inside a head silhouette., then click Add example for the intent you want add messages to.
  17. Click Train and Stage to train your bot on the new rule. You can also do more training and testing later.

Add New Messages to an Existing Rule

Before following these steps, be sure you create an intent for the rule, if you haven't already.

  1. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. Click the Rules tab.
  5. Click the rule you want to edit.
  6. Click Intents to open the Intents pane on the right.
  7. Click the intent under the contact message to load it in the Intents pane. Then click Add example and add new messages.
    Screenshot showing where to enter the name of the rule or story
  8. Click Train and Stage to train your bot on the new rule. You can also do more training and testing later.

Duplicate a Rule

If you have an existing rule that is similar to the one you want to create, you can copy it and edit as needed. To create a copy, hover over an existing rule, click Optionsicon, represented by three horizontal dots., then click Duplicate. The new rule is created and displayed for editing.

Create Stories

Required permission: Chatbot (ACD > Digital Experience > Roles > [choose one] > Core Modules)

Stories teach your bot关闭 代替现场人工坐席处理客户交互的软件应用程序。 how to respond to message in the context of an interaction. They are typically expressed as happy关闭 为意图产生正确结果的故事 and unhappy paths关闭 为意图产生错误结果的故事. Don't make up stories that you think might happen. Use real interactions to create them instead.

Akela refers to her examples to create the happy path story for a forgotten password. The story includes only the part of the conversation that is relevant to the context of the Password_reset intent:

Customer: I forgot my password.

Bot: I'm sorry to hear that. I can help! You can reset it on our website. Here is a direct link for you: www.jungle.com/passwordreset

Screenshot showing where to enter the name of a story

  1. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  2. Click the bot you want to work with.
  3. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  4. Click the Stories tab.
  5. Locate the folder your new story should go in. If the folder doesn't exist, click New Foldericon, indicated by a plus sign inside a circle. and enter a name for the folder.
  6. Hover over the folder name and click New Storyicon, indicated by a plus sign inside a circle..
    The Stories tab. The cursor is hovering over the New Story icon on a folder.
  7. Type a name for the story and press Enter.
  8. In the middle panel, click the + icon on the right. In the Customer may say box, enter a message a contact might send and then press Enter. CXone 机器人生成器 analyzes the message and offers a list of intents and confidence level.
  9. If CXone 机器人生成器 identified the correct intent, click Confirm. If not, click Intents to expand the Intents pane on the right and select the correct intent, then click Confirm.
    Screenshot showing auto-identification of intent based on customer message
  10. Hover over the plus sign until it changes to a bot icon. Click the General, Forms, or Integrations tab, then click an action.

  11. Provide the information matching the action type you selected. For example, if you selected Message, enter what the bot should say.

    Screenshot of a bot message action in context of story
  12. Click the typing indicator to set or override the length of time a typing indicator displays for the action. If Smart Typing is turned on, the bot automatically determines this for you.
  13. For message actions only, click Variations icon, represented by two crossing arrows to open a dialogue where you can add additional variations to the existing message. In this dialogue, click Add Variation, then type a different version of your original message shown at the top. Add as many variations as you want. The bot will randomly select which variation to use in a conversation.
  14. For rich message actions only, click rich message fallback icon, represented by two boxes with an arrow pointing from one to the other. to customize the response if the message is being sent over a channel that doesn't support rich content. By default, the bot will use what is configured in Rich Messaging Fallback.
  15. Repeat this process until you have completed the messages and actions for this story. If you need to edit intents or slots, you can do so right in the story builder.
    Screenshot of Forgot Password story
  16. Click Train and Stage to train your bot on the new story. You can also do more training and testing later.

Duplicate a Story

If you have an existing story that is similar to the one you want to create, you can copy it and edit as needed. To create a copy, hover over an existing story, click Optionsicon, represented by three horizontal dots., then click Duplicate. The new story is created and displayed for editing.

Train Your Bot

You can duplicate the real-world interactions you collected earlier to make sure your bot handles them correctly. You can also create new interactions when you collect new training examples. As you're building your bot, the Train and Stage button lets you train your bot on new intents关闭 联系人所说/输入内容背后的含义或目的；联系人想要沟通或完成的内容, rules关闭 用于定义机器人对不随上下文变化的消息的响应。, stories关闭 用于训练机器人根据意图和上下文进行交互处理, and so on. You can use the health monitor to track training progress.

You can hide individual dialogues (stories and rules) or intents. This excludes them from training until they're ready. Hover over the dialogue or intent, click Optionsicon, represented by three horizontal dots., then click Hide. When hidden, the data is visible to you for editing, but your bot does not learn from it. It is also displayed with the Hidden an eye icon with a slash through it icon. When the dialogue or intent is ready for training, click Optionsicon, represented by three horizontal dots., then click > Show, then click Train and Stage.

You can also take time to talk to your bot to review its responses and correct any problems.