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 Major 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
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
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
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
Azure OpenAI
Overview
Templates
BambooHR
Overview
Templates
Freshdesk
Overview
Templates
Freshservice
Overview
Templates
HubSpot
Overview
Templates
JIRA
Overview
Templates
Microsoft Graph
Overview
Templates
Open AI
Overview
Templates
Salesforce
Overview
Templates
ServiceNow
Overview
Templates
Stripe
Overview
Templates
Twilio
Overview
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
Salesforce
ServiceNow
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
NLP Insights
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
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
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
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. How Tos
  5. Create an ‘Update Booking’ Task

Create an ‘Update Booking’ Task

This document is part of the documentation that shows you the steps in creating a sample Travel Planning Assistant. 

Assistant Capabilities

The assistant we build will perform basic travel booking tasks, as follows:

In this article, therefore, we will be configuring the assistant to update a booking, by configuring an Update Booking Intent. For the purpose of this use case, we will work with a Name update.

Update Booking Dialog Task / Intent

  • The Update booking task will prompt the user to enter the booking number corresponding to the booking that they want to update. 
  • It would then prompt for the type of update – e.g. Name or Passport Number. 
  • A service call will be made to fetch the details, and then another service call to update the booking.
  • The success/failure message will be displayed.

To create an Update Booking Dialog Task / Intent:

  1. Open the Travel Planning Assistant  with the Get Flight Status task already configured.
  2. Navigate to Build > Conversational Skills > Dialog Tasks.
  3. Click Create Dialog from the top right. The Create Dialog screen will open.
  4. Enter the following details:
    1. Intent Name – Enter the Intent name, this is the phrase that triggers the dialog. The intent name should be simple and not more than 3-4 words. For example, Update Booking.
    2. You can add a description and under More Options other dialog-related details. Let’s retain the default settings without any changes.
    3. You can also include utterances to train this intent.
    4. Select Try Conversation Driven Dialog Builder option.
  5. Click Proceed.
  6. The Property Panel for User Intent will be displayed. We will retain the default properties.

    Note: For instructions related to the Legacy Dialog Builder, refer here

  7. Close the User Intent Property Panel.

Add Entity nodes (Booking Number & Update Type)

The Entity Node is typically used to gather information from the user.

Here we will be using it to capture the user input for Booking Number and type of update. 

Add an Entity node that retrieves the Booking Number as follows:

  1. Click the + below the User Intent node
  2. Select the Entity option and click +New Entity.
  3. The Property Panel for the Entity Node is displayed, if not click on the newly created entity to open it.
  4. Enter the following details:
    1. Name: BookingNumber
    2. Display Name: Booking Number
    3. Type: Number

 

Add an Entity Node that retrieves the Update Type 

  1. Click the + below the Booking Number node
  2. Select the Entity option.
  3. Click + New entity 
  4. The Property Panel for the Entity Node is displayed, if not click on the newly created entity to open it.
    1. Enter the following details:
      1. Name: UpdateType
      2. Display Name: Update Type 
      3. Type: Select List of Items (enumerated)from the drop-down. We need to provide the list of values that the user can select.
        1. Click the Settings (gear) icon that appears next to the field.
        2. Opt for Static List.
        3. Enter the following options under separate rows as the Display name Name and Passport Number. Value and Synonym columns will auto-populate, leave them as is.
        4. Define the percentage of Auto-correction to be applied to match the user’s input to a value in the list.
        5. Click Save.
      4. Navigate back to the Entity Property Panel.
      5. User Prompts: Enter the following text and hit enter to save:
        What would you like to update?
      6. Display List Of Values: Mark asYes, use channel specific standard formatting for default messages and show the available list of values to the end user‘. This will present the list of values in a button template for the supported channels.
    2. Close the UpdateType Entity Property Panel.

 

Add an Entity Node that retrieves the Updated Name, as follows: 

  1. Click the + below the UpdateType node
  2. \Select the Entity option and click +New Entity.
  3. The Property Panel for the Entity Node is displayed, if not click on the newly created entity to open it. Enter the following details:
    • Name: Name
    • Display Name: Name
    • Type: String
    • User Prompts: Enter the following text and hit enter to save:
      Please enter your full name.

Add a Bot Action – Service Node (Get Booking Details)

A Service Node allows you to make a backend API call. It is included in the Bot Actions node.

Here the service node is used to call an API to get the booking details  for the user entered booking number.

We will be using a dummy API setup for this tutorial. We will be using a mock API created specifically for this purpose with the following fields – FirstName, LastName, Address, City, Country, ZipCode, BookingNumber.

  1. Click the + below the UpdateType Entity node
  2. Select Bot Action, click to open properties, name it GetBooking , and close the properties window.
  3. To add a service node, click the + next to the Get Booking Bot Action node to expand it
  4. Click the + within the Bot Action layout.
  5. Select Service – Service node is used to make a backend API call to get booking information.
    1. Click + New Service
    2. The Property Panel for the Service Node is displayed, if not click on the newly created entity node to open it.
    3. Enter the following details:
      1. Name: GetBooking
      2. Display Name: Get Booking
    4. Under Request Definition: click Define Request and enter it.

Add a Bot Action – Service Node (Update Balance)

Here the service node is used to call an API to update the account balance for the user entered booking number.

We will be using a dummy API setup for this tutorial.

  1. Click the + below the GetBooking  Service node
  2. Select Service – Service node is used to make a backend API call to update booking information.
  3. Click + New service 
  4. The Property Panel for the Service Node is displayed, if not click on the newly added service node to open
  5. Enter the following details:
    1. Name: UpdateBooking
    2. Display Name: Update Booking
    3. Service Type: Custom Service
    4. Type: Webservice
    5. Sub Type: REST
    6. Click DEFINE REQUEST
      • In the Define Request Page, enter the following details:
        • Request typePUT
        • Request URLhttps://5c3c633d29429300143fe4d2.mockapi.io/AccountDetails/{{context.entities.BookingNumber}}.
        • This API does not require any Auth Parameters.
        • In the Body tab, select the type as application/json.
        • Select the Test Request tab.
        • Enter an account number and balance in the Sample Context Values section.
        • Click the Test button.
        • Wait for the test to be completed and you get a Status: 200.
        • Click Save as Sample Response.
        • Click Save.
    7. On the Service node Property window, click the Connections tab.
      • Under the Connection Rules section, ensure that the Default connection is set to End of Bot Action.
    8. Close the Service Property Panel
    9. Click next to the Bot Action node to collapse it.

Add a Message Node

A Message Node is used to display a message from the assistant to the user.

Here we will be using the Message node to show the success message.

  1. Click the + below the GetBooking Bot Action
  2. Select Message and click the + New message 
  3. Property Panel for the Message Node is displayed
  4. Enter the following details:
    1. Name: BookingUpdated
    2. Display Name: Booking Updated
    3. Bot Responses: Enter Your booking has been updated.
  5. On the Message Property Panel, click the Connections icon.
    1. Change the Default connection from Not Connected to End of Dialog‘.
    2. Click Save.
  6. Close the Property Panel.

When completed, your task may look similar to the one illustrated below: 

Test the Assistant

To test the Dialog task, you can use the Talk to bot feature, at the bottom right corner of the Platform.

Enter the following utterance (intent name) – “Update Booking

Follow the Bot instructions:

  • Enter Booking Number – 29565731.
  • Select the Update Type – Choose Name.
  • Enter the Name: e.g. Anne Smith.
  • See the success message.

Menu