GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
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
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
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
Web SDK
How the Web SDK Works
SDK Security
SDK Registration
Web Socket Connect and RTM
Tutorials
Widget SDK Tutorial
Web SDK Tutorial
BotKit SDK
BotKit SDK Deployment Guide
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Builder
  5. Creation
  6. Design

Design

Before you develop a bot, understand the bot and its capabilities to help you and your business. This understanding brings clarity and efficiency to the bot development.

Chatbots are artificial intelligence systems that the users interact with through text or voice interface. These interactions are straightforward, like asking a bot about the weather report or trace a missing entry in your bank account.  Further, you can structure interactions, with users choosing options from a list of items presented or unstructured freestyle flow similar to a conversation involving a human agent.

Whatever be the type of user interaction, good design helps in building an efficient bot. A good design allows answering most of the user queries, anticipates all the conversation flows, and expects the unexpected.

Post ver 7.2 release, platform has an option to help you design your conversations using the Storyboard feature. It is an intuitive conversation designer that simplifies and streamlines the bot blueprinting process, without the need to have external flow charts, tracking, and versioning tools. See here for more.

Platform Recommendations: The following steps are considered while designing a bot:

  • Understand the User Needs: To set the scope of the bot. The business sponsors, business analysts, and product owners play an important role to identify the user requirement by gathering market requirements and assessing internal needs.
  • Set the Chatbot Goals: It helps you create a well-defined use case. This involves converting the above-identified scope to a use case. It is advisable to involve the bot developer in this phase.
  • Design a Chatbot Conversation: To define chatbot behavior in every possible scenario in its interaction with the user. Simulating conversations go a long way in identifying every possible scenario.

Once the bot capabilities and ideal use case are well-defined, the bot developer can begin the process of configuring bot tasks, define intents and entities, and build the conversational dialog.

Things to keep in mind while designing a chatbot: Try to answer the following questions (some if not all):

  • Who is the target audience? Technical help bots targetted for a tech-savvy customer need a different design when compared to help bots for a layman like, say, a bank customer. Hence assessing the target audience is always important.
  • What bot persona will resonate the most with this group? This will help define how the bot talks and act in every situation.
  • What is the purpose of the bot? The goal i.e. the customer query that the bot needs to address defines the endpoint of any conversation.
  • What pain points will the bot solve? The purpose and scope of bots are set to identify what the bot addresses and when the human agent needs to take over.
  • What benefits will the bot provide for us or our customers? The main benefit of using a bot is time-saving. The user need not waste their time waiting for a human agent to be available for answering their query. You, as the business owner, need not worry about not being there to cater to all customer needs.
  • What tasks do I want my bot to perform? Simulation of user conversation helps identify the tasks that need to be catered to by the bot.
  • What channels will the bot live in? This will to some extent drive the way the bot is presented, the various options available for the chatbot is limited by the channel/medium it is used.
  • What languages should my bot speak? When catering to a multi-lingual community the language support is imperative and building the dictionary simultaneously is useful.

Design

Before you develop a bot, understand the bot and its capabilities to help you and your business. This understanding brings clarity and efficiency to the bot development.

Chatbots are artificial intelligence systems that the users interact with through text or voice interface. These interactions are straightforward, like asking a bot about the weather report or trace a missing entry in your bank account.  Further, you can structure interactions, with users choosing options from a list of items presented or unstructured freestyle flow similar to a conversation involving a human agent.

Whatever be the type of user interaction, good design helps in building an efficient bot. A good design allows answering most of the user queries, anticipates all the conversation flows, and expects the unexpected.

Post ver 7.2 release, platform has an option to help you design your conversations using the Storyboard feature. It is an intuitive conversation designer that simplifies and streamlines the bot blueprinting process, without the need to have external flow charts, tracking, and versioning tools. See here for more.

Platform Recommendations: The following steps are considered while designing a bot:

  • Understand the User Needs: To set the scope of the bot. The business sponsors, business analysts, and product owners play an important role to identify the user requirement by gathering market requirements and assessing internal needs.
  • Set the Chatbot Goals: It helps you create a well-defined use case. This involves converting the above-identified scope to a use case. It is advisable to involve the bot developer in this phase.
  • Design a Chatbot Conversation: To define chatbot behavior in every possible scenario in its interaction with the user. Simulating conversations go a long way in identifying every possible scenario.

Once the bot capabilities and ideal use case are well-defined, the bot developer can begin the process of configuring bot tasks, define intents and entities, and build the conversational dialog.

Things to keep in mind while designing a chatbot: Try to answer the following questions (some if not all):

  • Who is the target audience? Technical help bots targetted for a tech-savvy customer need a different design when compared to help bots for a layman like, say, a bank customer. Hence assessing the target audience is always important.
  • What bot persona will resonate the most with this group? This will help define how the bot talks and act in every situation.
  • What is the purpose of the bot? The goal i.e. the customer query that the bot needs to address defines the endpoint of any conversation.
  • What pain points will the bot solve? The purpose and scope of bots are set to identify what the bot addresses and when the human agent needs to take over.
  • What benefits will the bot provide for us or our customers? The main benefit of using a bot is time-saving. The user need not waste their time waiting for a human agent to be available for answering their query. You, as the business owner, need not worry about not being there to cater to all customer needs.
  • What tasks do I want my bot to perform? Simulation of user conversation helps identify the tasks that need to be catered to by the bot.
  • What channels will the bot live in? This will to some extent drive the way the bot is presented, the various options available for the chatbot is limited by the channel/medium it is used.
  • What languages should my bot speak? When catering to a multi-lingual community the language support is imperative and building the dictionary simultaneously is useful.
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