Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Help & Learning Resources
Quick Start Guide
Accessing the Platform
Navigating the XO Platform
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Request a Feature
Conversation Designer
Dialog Tasks
Mock Scenes
Dialog Tasks
Navigate Dialog Tasks
Build Dialog Tasks
Nodes & Connections
Node Types
Intent Node
Dialog Node
Entity Node
Entity Rules
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections Setup
Context Object
Sub-Intent Scoping
User Prompts
Voice Call Properties
Dialog Task Management
Event Handlers
Supported Entity Types
Supported Company Names
Supported Colors
Knowledge Graph
Knowledge Extraction
Build Knowledge Graph
Create Node Structure
Build the Graph
Add FAQs
Add FAQs from an Existing Source
Run a Task
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update Knowledge Graph
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Analysis
Knowledge Graph Import and Export
Prepare Data for Import
From a CSV File
From a JSON File
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
Digital Views
NLP Optimization
ML Engine
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
Default Standard Responses
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Health and Monitoring
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Custom Meta Tags
Create Custom Dashboard
NLP Insights
Conversations History
Conversation Flows
Analytics Dashboard Filters
Usage Metrics
Containment Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
Usage Plans
Support Plans
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Masking PII Details
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data as Service
Data Table
Table Views
App Definitions
Sharing Data Tables or Views
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Configure Agent Transfer
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking 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
Composite Entities
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
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
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
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On
Security Settings
Cloud Connector
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Intelligence
  5. Intelligence Overview

Intelligence Overview

The best, most memorable Virtual Assistants have conversation flows that feel natural and human-like. Natural conversations, however, often tend to go beyond the pre-defined and linear intent resolution paths that seem inherent in most VAs. To further complicate this, users often fail to follow a task to its logical conclusion before initiating another, which means that the VA must be able to guide the conversation in the new direction the user wants to go to achieve the desired result. i.e., without losing the original context of the conversation.

The XO Platform empowers your assistants to handle such nuances of human conversations, including interruptions, clarifications, and more. 

Below is an overview of the intelligence management features available within the XO Platform.

Dialog Management

Dialog management features include the following:

  • Handling of interruptions and context switching – The Platform provides you with granular control over hold and resumes functionality at the VA, task, and node levels. more…
  • Allowing users to modify entity values – Very often users would want to amend the entity values, you can ensure that the VA responds to such situations and control the post-amendment dialog behavior. more…
  • Enabling the detection of multiple intents – The ability of the NLP engine can be enhanced to detect and execute multiple intents identified in a single user utterance. more…
  • Ignoring some words from user utterances –  When words and phrases in user input that are not helpful in task interpretation are marked, then VAs can respond faster to user input and improve the probability of correct task recognition.  more…

Context Management

Virtual Assistants are inherently stateless, but conversations between people can differ greatly based on their relationship and how much they know about each other. Because of this, as a developer, you struggle to keep track of different variables while maintaining the context and natural flow of a conversation. allows you to capture and reuse contextual data for a large variety of scenarios, so you can create more complex use cases and redefine the enterprise customer experience.

  • The Platform handles complex and diverse content switching scenarios in an effective and efficient manner. You can enable or disable context switches and add conditional exceptions between tasks with the ability to pass contextual data between them. More…
  • When you create tasks, you can access session variables provided by the Platform, or custom variables that you define, as well as the context that defines the scope of the variable. More…

Sentiment Management

Trigger conditional flows and steer user-VA conversations with sentiment analysis and tone processing. Assistants built with analyze the emotional state of users and callers and model their response to provide excellent service.