Conversation turn
Bot responses (Bot says)
Use this block to add AI BOT responses to the conversation flow.
How to set up
(1) Drag and drop the Response Bot block onto the Canvas
(2) AI BOT response can be added in 2 forms:
Text: AI BOT will respond according to pre-written content
Audio: AI BOT will respond by playing the uploaded Audio
Customer response (User says)
Use this block to add USER responses in the conversation flow.
How to set up
(1) Drag and drop the Customer Response block onto the canvas
(2) Select the intent to add to the conversation flow
Intent is trained before dialogue design (See “NLP Coaching Tools”)
(3) Set up default Reminders and Responses
(3) Set up default Reminders and Responses
This is not a required setting. The feature is used to ensure uninterrupted conversation flow in the following cases:
(a) - AI BOT does not understand USER's response
(b) - USER's response does not follow the conversation flow that AI BOT is being trained
(3.1) When (a) or (b) occurs, AI BOT will send a Reminder.
How to set up
Click to select the Customer Response block [1]
Enter the reminder content [2] and select the number of repetitions for the reminder [3]
Select Save [4] to complete
(3.2) After the AI BOT repeats the reminder enough times, (a) or (b) still occurs. AI BOT will give a default Response.
How to set up
Drag and drop the Response Bot block onto the canvas & enter the response content [1]
Create a connection from the Default Response to the newly created Response Bot block [2]
User Presses Key
The IVR scenario can be created as follows:
(1) Drag and drop the "Customer pressed key" block onto the canvas
(2) Add the number of keys corresponding to the scenario
(3) Add a "BOT response" block, enter the corresponding response content, and create a connection with the newly created keypress
Do the same with other buttons
User says advanced
In addition to the same function as the Customer Response block which is to identify customer intent and flow the conversation accordingly, the Customer Response block (Advanced) is a combination of the Customer Response block and the Get Parameters block, used to process conversation flows when it is necessary to identify either the entity or the intent in the customer response.
How to set up Drag and drop the Customer Response block (Advanced) into the Canvas as shown.
(1) Select Intent or Entity in the dropdown list.
Note: If you want the Bot to recognize the entity first, the User needs to prioritize selecting the Entity tag before Intent.
(2) For the Intent tag, select Intent to identify at (1).
(3) Select the entity, enter the parameter name for the entity block, and set the entity type selection
Click the ADD button at (2) to select more Intents or Entities.
For the Entity tag, click on the drop-down list at the newly added tag, select Entity at (3).
Enter the parameter name you want to get at (4).
Click on the newly created parameter name at (5) to edit the parameter in the menu bar on the right Get parameter.
Click (6) to edit the Parameter name if desired.
Click (7) to display the drop-down list and select the entity type that matches the parameter name
For example: If the parameter name is amount, select the entity type sys.number.
Click the SAVE button at (8) to save changes.
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