Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Dialog Task
Working with User Intent Node
Working with the Dialog Node
Working with Entity Node
Supported Entity Types
Working with Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Working with Message Nodes
Working with the Confirmation Nodes
Working with Service Node
Implementing Custom Authentication
Enabling 2-way SSL for Service nodes
Working with Script Node
Working with Agent Transfer Node
Working with WebHook Node
Defining Connections & Transitions
Managing Dialogs
Prompt Editor
Action & Information Task
Working with Action Tasks
Working with Information Tasks
Establishing Flows
Alert Tasks
Working with Alert Tasks
Managing Ignore Words and Field Memory
Knowledge Graph
Building Knowledge Graph
Generation of Knowledge Graph
Importing and Exporting Knowledge Graph
Knowledge Graph Analysis
Knowledge Extraction
Natural Language
Machine Learning
ML Model
Fundamental Meaning
Knowledge Graph Training
Ranking and Resolver
NLP Detection
NLP Settings and Guidelines
Bot Intelligence
Context Management
Session and Context Variables
Context Object
Dialog Management
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Default Conversations
Default Standard Responses
Channel Enablement
Test & Debug
Talking to Bot
Utterance Testing
Batch Testing
Recording Conversations
Publishing your Bot
Analyzing your Bot
Custom Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
Using Bot Variables
API Guide
API Overview
API List
API Collection
SDK Overview
SDK Security
SDK App Registration Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Web Socket Connect & RTM
Using the BotKit SDK
Installing the BotKit SDK
BotKit SDK Configuration
Events for the BotKit SDK
Functions for the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Inviting Users
Sending Bulk Invites to Enroll Users
Importing Users and User Data
Synchronizing Users from Active Directory
Security & Compliance
Using Single Sign-On
Cloud Connector
How Tos
Context Switching
Using Traits
Live Agent Transfer
Schedule a Smart Alert
Configure Agent Transfer
Custom Dashboard
Patterns for Intents & Entities
Build Knowledge Graph
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  5. Conversational Platform Conversational Platform

The Conversational Platform provides the tools, processes, and methods required to develop business-ready Chatbots or Virtual Assistants, as they are sometimes called.

The Bots Platform gives enterprises every necessary component to clear the hurdle of “how” when it comes to designing, building, testing, and deploying AI-powered chatbots. This one-stop solution provides a scalable, secure, and repeatable foundation to create chatbots that perform a wide range of intelligent tasks, communicate with people, systems, and things via award-winning NLP and leverage data to drive actionable employee and customer engagements across channels. Platform Components

End to end platform to build, train, analyze and manage enterprise ready bots

The technology platform provides technical and business components to develop intelligent bots and manage the bots throughout their life cycle. At the core of the platform is the NLP (Natural Language Processing) Engine built with award-winning technology that combines multiple intelligence methods to understand human utterances and intents, including sentiments and emotions.

The bots developed on platform work on multiple channels of communication, while the platform has pre-built integrations with several enterprise backend platforms.

The platform is open and scalable enabling enterprises to extend their capabilities.

The following block diagram illustrates the major features of the platform.

Proprietary Multi-Pronged NLP Approach takes a unique multi-engine approach to NLP, each of which has its own specialized capabilities that cover the inherent weaknesses of any one individual model.

This approach allows you to create intelligent bots that understand human intent, that can handle complex back-and-forth conversations, and that can complete tasks successfully. Our bots can also analyze user utterances for emotion and sentiment, retain context at various levels, and know when to seamlessly hand over conversations to humans.

GUI-Based Dialog Builder and Task Execution Framework provides a visual dialog builder that helps you quickly and easily design conversation paths and create conditional nodes to handle multiple intents, sub-intents, and ‘pause and resume’ scenarios. It also allows you to set up connections with external systems for seamless data exchange.

Our platform provides a simple, yet powerful API-based integration framework that saves you time and money by freeing your developers from writing complex custom code, implementing third-party integration suites, or setting up enterprise service buses for every bot. The platform also allows bots to systematically adhere to channel-specific nuances related to message formatting, authorization, authentication, and more.

Bot Training for Business Readiness provides everything you need to test your bots and train them to interpret diverse human expressions, including a deterministic (fundamental meaning) model and a probabilistic (machine learning) model that can be used separately or together.

Define user utterances, synonyms, and patterns to train your model for intent detection. Manage your model using NLP thresholds that best suit your unique bot use case.

You can enhance the basic bot capabilities by using traits, context tags and sentiment analysis for a more personal and intuitive experience.

Omnichannel Presence

Communicate with your bot in the conversational channel of your choice. The platform supports 30+ enterprise, social, live chat, SMS, and email communication channels as well as voice assistants, websites, and mobile apps from a single configuration, while offering flexibility to customize responses and use the unique UI elements of each channel.
Example Channels

  • Facebook Messenger
  • Web Chat
  • IVR Systems
  • Google Assistant
  • Alexa

Bot Analytics and Dashboard provides all the data and visualization tools you need to measure and analyze your bot performance and to build a deep understanding of bot, employee, and customer behavior.

Better understand how users interact with your bots and see how well your bots perform by tracking bot engagement, conversational analytics, and functional analytics from a centralized dashboard. Plus, custom segmentation, seamless data extraction, and support for custom reports and custom data visualizations ensure you get the actionable insights you need to build the best bots and get the most from your investments.

Bot and User Administration

Manage all your bots and users from a single, comprehensive web application.

Enroll users, create and assign granular bot builder and bot administration roles, and create groups to easily manage assignments at scale. Selective bot publishing and bot assignments, maker-checker options, and secure API access to platform feature ensure you retain complete control over the complete bot building and deployment lifecycle.

Plus, all chat transcripts and bot changes are logged and accessible with full administrative lifetime control, so everything you do is well-documented for performance and compliance purposes.

Multi-Layered Security and Compliance provides a safe place for you to build, deploy, and manage chatbots and virtual assistants, with rigorous security standards and practices, rock-solid encryption, and built-in enterprise-class security and compliance across all components, layers, and interactions.
Our SOC Type 1 certified platform provides powerful mechanisms to protect and mask sensitive user information, uses industry standard SSO to integrate with enterprise authentication, encrypts data during transit as well as at rest, and is fully compliant with the latest industry standards.

Plus, we maintain rigorous internal security practices at all times, regularly perform detailed penetration testing activities, and routinely refine our technical, administrative, and physical safeguards to provide an environment that’s safe for enterprises of all shapes and sizes.