GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Deprecations

CONCEPTS
Design
Storyboard
Dialog Tasks
Overview
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Introduction
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
Views
Introduction
Panels
Widgets
Train
Introduction
ML Engine
Introduction
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
NLP Configurations
NLP Guidelines
Intelligence
Introduction
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
Batch Testing
Conversation Testing
Deploy
Channels
Publish
Analyze
Introduction
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Meta Tags
Dashboards and Widgets
Conversation Flows
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Masking PII Details
Variables
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

HOW TOs
Build a Flight Status Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK

ADMINISTRATION
Introduction
Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Advanced Topics
  5. Universal Bot
  6. Customizing the Universal Bot’s Default Dialog Task

Customizing the Universal Bot’s Default Dialog Task

While a Universal Bot acts as a container for Standard Bots and has limited functionality. Listed here are the aspects that can be customized:

Default Dialog Task

Before you Begin

This article assumes that you understand the fundamentals of creating dialog tasks using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of dialog tasks, read Dialog Tasks.

Universal bots come with a built-in dialog task that triggers automatically for unidentified intents. You can customize this dialog task, or import another, but cannot replace it with other standard responses. You can add more nodes to the default dialog task to build a custom experience

Default Dialog Nodes

Nodes that can be added to universal bot are limited compared to the standard bots. Below is the list of nodes that can be added to the default dialog task in the universal bot:

  • Send a message
  • Ask a question
  • Ask for an entity
  • Make a service call
  • Run a JavaScript
  • Initiate Agent Transfer
  • Enable WebHook connections

Customize the Default Dialog

Follow these steps to customize the default dialog message:

  1. Open the universal bot for which you want to configure the default dialog.
  2. Select the Build tab from the top menu.
  3. Select Intelligence -> Default Dialog.
  4. Listed will be the default dialog – Intent Not Identified.
  5. Click to open the dialog. You will see an Intent and Message node already configured.
  6. You can customize the default dialog like any other dialog task adding the above-mentioned nodes.

Customizing the Default Dialog for an Enabled Language

If the Kore.ai NLP engine cannot recognize the user intent, the universal bot responds to the users with the default dialog. You must create language-specific versions of the default dialog for each enabled language so that such bot responses go in the users’ preferred language. Otherwise, the universal bot responds applies the default bot language regardless of the user’s preferred language. Learn more.

Event Handlers

Before you Begin

This article assumes that you understand the fundamentals of Event Handler functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Event Handling, read Event Based Bot Actions.

The ‘Events’ in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’

Variable Management

While building Universal bots you might want to propagate few values to the linked bots, like:

  • the environment details, when building multi-lingual bots, while migrating the universal bot from one environment to another.
  • the tenant values for scoping the bot intents.

Before you Begin

This article assumes that you understand the fundamentals of creating variables using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of variable management, read Using Bot Variables.

Variable Declaration

As with Standard bots, you can

  • Define Global and Content variables.
  • Enable the propagation of the variable value to a selected linked bot.
  • You can access these variables in the script using {{env.<variable-name}} and {{content.<variable-name>>}}
  • In case the variable name is defined in both linked and universal bot, Universal bot variable value would take precedence.

Sentiment Management

Before you Begin

This article assumes that you understand the fundamentals of Sentiment functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Sentiment Management, refer here.

The Sentiment Based Events in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’.

Digital Views

Before you Begin

This article assumes that you understand the fundamentals of Digital Views functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Digital Views, refer here.

The Digital Views in the Universal Bot allows you to view the desired information (via widgets) from various linked bots in a single UB panel so that you can get the relevant details without conversing with the bot.

You can create a panel in the Universal Bot and add Widgets from the linked bots. You cannot edit the widgets. You can perform only the following actions on the panel

  • Edit the panel name, display name, and icon
  • Add Widgets from linked bots
  • Remove a widget from the panel
  • Test a Panel
  • Delete a Panel
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