Start Chatbot Creation
In order to start you on your journey of successful chatbot creation, let's introduce the basic terms - what are intents, utterance and attributes.
When the end users initiate a conversation with a bot, they have a certain problem they would like to solve or the goal that they would like to achieve. This problem or goal can be categorized as the intent, or the real reason why the end user is reaching out to a bot. For example, if the end user is reaching out to a banking chatbot, with the question “I want to know my balance status”, the intent is finding how much money they have in their account.
That specific intent defines into which dialog will the chatbot route the conversation, and each dialog is configured to contain actions and messages to resolve that intent and give the end user the information they seek. Anything that the end user sends to the chatbot during the conversations is considered as utterance. And lastly, attributes are used to define the conversation context.
- When communicating with a chatbot, the user has a specific INTENT.
- The chatbot recognizes the intent based on the user's UTTERANCE.
- All the attributes used in a dialog with the end user constitute the CONTEXT. Context helps guide the conversation in the right direction.
- While resolving the intent there are MESSAGES exchanged with the user, as well as ACTIONS performed (like getting info about a flight, checking the status of a flight, updating the airline system once the check in is completed).
- The most effective way of managing actions and messages is by using a simple DIALOG
- Some of the intents require that the user is authenticated to enter the DIALOG. Authentication is treated as a user ATTRIBUTE.
Create a Chatbot
Log in through the web interface. You will need to select the Answers module to enter the bot building platform.
Once you click the Answers icon, the list of all chatbots in the system is displayed.
The CHATBOTS tab displays all the bots in the system, while the ANALYTICS tab displays all the analytical data regarding the bots.
You will see the list of all created chatbots in the system but VIEW ANALYTICS link will only be available for the bots which were active at some point (or still are).
The list of chatbots displays how many chatbots are visible on the page and what is their total number and can be filtered by Name, Status (active or inactive) and Last Updated columns.
It is up to you to decide how many chatbots you want displayed. Use the Rows per page dropdown list at the bottom of the page to select how many items should be displayed (10, 25, 50, or 100). By default, the value is set to 25.
Click the NEW CHATBOT button to create a new chatbot in the system.
Only Bot Name and Channel are mandatory fields.
Select the channel from the list of available channels and depending on the selection, the list of senders will be populated.
After you enter bot name and channel, the CREATE CHATBOT button in the lower right corner will become clickable and you can create the bot.
Once you select the channel for the chatbot, you can no longer switch it to another channel due to configuration specifics each channel has.
After you have selected the channel and sender, select one of the available language options:
- Other (Latin) – select for all other languages in Latin script which are not specifically listed
- Other (non-Latin) – select for languages in scripts other than Latin
When you select English, you can no longer switch to any other language. If you select any other option, you will be able to change it even after the chatbot is created.
Find more information about other fields in Chatbot Settings.
NER (Named Entity Recognition) capabilities are only available in English language.
The CHATBOTS panel displays the list of bots with details like whether they are active or not and when they were last updated.
Each bot has additional actions you can perform on it, and clicking on three dots on the right side will let you choose from the list of available actions. For inactive chatbots, the following actions are available:
Editing will transfer you to the Settings tab, duplication is useful when you already have a configuration you want to use for another chatbot, and delete will ask you to confirm you are sure you want to delete the bot.
If the bot is already active, you will only be able to perform the following:
While the chatbot is active no editing of configuration is allowed.
Clicking the chatbot will lead you to the configuration panels - the bot building platform contains different tabs where you configure necessary elements needed for the bot.
Start building your bot by creating intents.