OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
PLAN & USAGE
Overview
Usage Plans
Support Plans
Invoices
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  1. Docs
  2. Virtual Assistants
  3. Advanced Topics
  4. Universal Bot
  5. Customizing the Universal Bot’s Default Dialog Task

Customizing the Universal Bot’s Default Dialog Task

While a Universal Bot acts as a container for Standard Bots and has limited functionality. Listed here are the aspects that can be customized:

Default Dialog Task

Before you Begin

This article assumes that you understand the fundamentals of creating dialog tasks using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of dialog tasks, read Dialog Tasks.

Universal bots come with a built-in dialog task that triggers automatically for unidentified intents. You can customize this dialog task, or import another, but cannot replace it with other standard responses. You can add more nodes to the default dialog task to build a custom experience

Default Dialog Nodes

Nodes that can be added to universal bot are limited compared to the standard bots. Below is the list of nodes that can be added to the default dialog task in the universal bot:

  • Send a message
  • Ask a question
  • Ask for an entity
  • Make a service call
  • Run a JavaScript
  • Initiate Agent Transfer
  • Enable WebHook connections

Customize the Default Dialog

Follow these steps to customize the default dialog message:

  1. Open the universal bot for which you want to configure the default dialog.
  2. Select the Build tab from the top menu.
  3. Select Intelligence -> Default Dialog.
  4. Listed will be the default dialog – Intent Not Identified.
  5. Click to open the dialog. You will see an Intent and Message node already configured.
  6. You can customize the default dialog like any other dialog task adding the above-mentioned nodes.

Customizing the Default Dialog for an Enabled Language

If the Kore.ai NLP engine cannot recognize the user intent, the universal bot responds to the users with the default dialog. You must create language-specific versions of the default dialog for each enabled language so that such bot responses go in the users’ preferred language. Otherwise, the universal bot responds applies the default bot language regardless of the user’s preferred language. Learn more.

Event Handlers

Before you Begin

This article assumes that you understand the fundamentals of Event Handler functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Event Handling, read Event Based Bot Actions.

The ‘Events’ in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’

Variable Management

While building Universal bots you might want to propagate few values to the linked bots, like:

  • the environment details, when building multi-lingual bots, while migrating the universal bot from one environment to another.
  • the tenant values for scoping the bot intents.

Before you Begin

This article assumes that you understand the fundamentals of creating variables using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of variable management, read Using Bot Variables.

Variable Declaration

As with Standard bots, you can

  • Define Global and Content variables.
  • Enable the propagation of the variable value to a selected linked bot.
  • You can access these variables in the script using {{env.<variable-name}} and {{content.<variable-name>>}}
  • In case the variable name is defined in both linked and universal bot, Universal bot variable value would take precedence.

Sentiment Management

Before you Begin

This article assumes that you understand the fundamentals of Sentiment functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Sentiment Management, refer here.

The Sentiment Based Events in the Universal Bot support triggering of the Dialog Tasks from the linked bots. For events that support the execution of tasks, you can choose the linked bot and a task from the linked bot.

The linked task will be executed at the trigger of the event. If the linked bot task is not available at the run time or in the language that the end-user is having the conversation in, then the end-user would be presented with the relevant Standard Response ‘Dialog task required for conversation is not available’.

Digital Views

Before you Begin

This article assumes that you understand the fundamentals of Digital Views functionality using the Kore.ai Bots Platform and therefore focuses on the aspects specific to the universal bots. To refer to the fundamentals of Digital Views, refer here.

The Digital Views in the Universal Bot allows you to view the desired information (via widgets) from various linked bots in a single UB panel so that you can get the relevant details without conversing with the bot.

You can create a panel in the Universal Bot and add Widgets from the linked bots. You cannot edit the widgets. You can perform only the following actions on the panel

  • Edit the panel name, display name, and icon
  • Add Widgets from linked bots
  • Remove a widget from the panel
  • Test a Panel
  • Delete a Panel
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