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. How Tos
  5. Using Traits

Using Traits

In this How-To, we will explore a scenario in a Banking Bot, where traits can be used to steer the conversation flow in a more natural and predictable direction. For details on what Trait is and how it is implemented in the Bots platform, refer here.

Problem Statement

Consider the cases where the user is trying to report an issue or ask a question pertaining to “Transfer Funds”. The Bot will trigger the “Transfer Amount” intent as opposed to “Issue Resolution” or “FAQ regarding Funds Transfer”

Without Traits Knowledge:

Using Traits:

Without Traits Knowledge:

Using Traits:

In this document, we will show how Traits can be used to identify such situations and take appropriate action.


  • Bot building knowledge
  • A Banking Bot with the dialogs as mentioned below:
    • Transfer Funds – Dialog task prompting the user for Payer and Payee account numbers and the amount to be transferred and transferring the specified amount from the payer account to the payee account.
    • Issue Resolution – Dialog task to assist in any issues faced by the user. It would display a regret message and transfer to a Live Agent.
    • Knowledge Collection – A node “transfer funds” with an FAQ  “How do I transfer funds”


Intent Detection using Traits

We will be using Trait to steer the conversation to “Issue Resolution” when the word “issue” is present in the User Utterance.


  1. Select Build tab from the top menu
  2. From Natural Language -> Training select the Traits tab.
  3. Click Add New Trait. We will be using a trait to identify the existence of the word ‘issue’ in the user utterance.
    1. Add a Trait Type as Problem Statement, and Traits as issue. A given Trait Type can have multiple Traits grouped together logically.
    2. Optionally you can add utterances for Issues as ‘problem’, ‘unable to’, and ‘not working’. These are the alternate words that users might use to indicate an issue.
    3. Save & Add Rule 
  4. We will be defining the intent that needs to be triggered in the presence of this Issue trait.
    1. Select IntentIssue Resolution to be triggered in presence of the trait.
    2. Add the Trait Rulesissue as the trait that should trigger the above selected intent.
    3. Save the Trait Mapping
  5. Train the Traits.
  6. Open the Issue Resolution Intent to see the Trait Rules under the NLP properties panel updated with the issue trait.
  7. Run the Bot and see the changed flow.

Knowledge Intent using Traits

Here we will see how to drive the query from the user to the appropriate FAQ instead of the dialog task.


  1. From Natural Language -> Training open Traits dialog.
  2. Click Add New Trait. We will be using a trait to identify the existence of questions in the user utterance.
    1. Add a Trait Type as Enquiry, and Traits as ask. A given Trait Type can have multiple Traits grouped together logically.
    2. Optionally you can add utterances for Issues as ‘wondering’,  and ‘want to know’These are the alternate words that user might use to indicate an enquiry.
    3. Save & Exit the Trait.
    4. Train the Traits.
  3. Associate the Trait to the FAQ
    1. Open the Knowledge Collection and hover over the node with the question pertaining to Transfer Funds.
    2. Click the Settings or gear icon
    3. Under Traits type and select ask trait.
    4. Train the Knowledge Collection.
  4. Run the Bot. You will see that the Bot is still going to the “Transfer Funds” intent.
  5. To understand the reason behind this:
    1. Open Testing -> Utterance Testing.
    2. Type the utterance, you will see that the Trait has been identified.
    3. Select the Ranking and Resolver. You will see that both the intent and FAQ were identified but the intent got a higher score.
  6. To ensure that the intent is not selected, we will add a Negative Pattern to the “Transfer Funds” intent.
    1. Select Natural Language -> Advanced Settings.
    2. Enable Negative Patterns. This will enable the addition of Negative Patterns for intents.
    3. Under Natural Language -> Training select the intent to which negative patterns need to be added, in this case, Transfer Funds.
    4. Select Negative Patterns tab.
    5. Add “know” as the negative pattern. This will ensure that the ‘Transfer Funds’ intent is not identified when ‘know‘ is present in the user utterance.
    6. Check the Utterance Training and see that the Transfer Funds intent is rejected because of the negative pattern.
  7. Run the Bot and see the change.