Introduction

Lab Objective

In this lab we will be creating a task bot using the bot builder in Webex Connect. We will be creating Intents and Entities that might be coming in the requests from end-customers. Based on this information, our task bot will be able to automatically provice an answer of handoff to a real agen.

Pre-requisites

You have received the access credentials with a full admin access
Lab 2 should be completed successfully and chat routing to agent is working

Quick Links

Control Hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal
Agent Desktop: https://desktop.wxcc-us1.cisco.com
Connect: https://cl2podX.imiconnect.io/ (where X is your POD number)

AI Terminology

Utterances: Anything a user says to the bot
Intents: Task or action that the user wants to perform
Entities: Metadata that specifies the user’s intent
Responses: Message sent from the bot to converse to the user
Fallback: The state when a bot is unable to understand the utterance
Handover: Bot stops processing messages and transfers to an agent
NLU (Natural Language Understanding): engines used to assess the intent from the consumer inputs and respond with an accurate response

Use Case

Check if an item is in stock
- Entities:
  - Stock Item (Custom list): Widget, Bobble
  - Color (Custom List): Green, Red, Yellow, Blue, Purple, Silver, Orange
- Intent:
  - Check Stock
- Utterances:
  - Do you have green bobbles?
  - Do you have red widgets?

Lab Section

NOTE: Please read carefully the lab guide and follow the instructions. It might be possible that some GIFs are not accurate.

Step 1. Create Task bot and Entities

Navigate to the Webex Connect portal (https://cl2podXX.imiconnect.io)
Click App tray -> Bot Builder
Select the Task bots option at the top of the screen
Click the new Task Bot button, give the bot a name and click done
Click Training -> Entities -> Create Entity
For Each Entity, give it a name and select the data type (Custom List if you decide to copy the proposed Use Case)
- Don’t use spaces in the name of the entities (for example: StockItem)
- Populate the custom list with values using commas.
- You can also add new values if you click on the edit button
- Add any Synonyms that are necessary

Step 2. Create Intents

Click Training -> Intents -> Create Intent
Name your intent (Example: Check Stock)
Add utterances (you can copy the ones mentioned in the Use Case)
In the slots section, click on Link Entity and select the entities that you will use for the intent

Click the Required checkbox if they are required

Select or create a new Template Key that will be used to prompt when there is missing information (Example: Fallback)
Click on words which represent Entities
In the Response Section Click on final template key

Select or create a Template key which will be used to respond to the intent once required slots are filled. (Example: Lookup Item)

Toggle reset slots after completion to True
Save the configuration and click on Train

Step 3. Create Responses

Go to Responses
Locate the templates that you selected when some Entity information is missing
- Add some responses that will ask the customer to enter the correct information (Example: Which Color?)
Locate the template which you created to respond to your intent once required slots are filled
- Populate the response with the Entities and Intents that you will be using as variables. (Example: ${entity.Color} ${entity.Stock Item} ${intent})
Locate the Greetings template
- Update the response to include ${consumerData}
Click Update and Make Live

Step 4. Testing Bot

Switch back to Training section
Select Mindmeld as NLU Engine
- This is only needed if you have configured Custom List values separated by commad
- If you defined the values as different entries or you have set synonimes, you can use Swiftmatch
Click Preview and test your bot by using training phrases.

Lab 4.1: Webex Connect Task Bot Setup

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