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. Builder
  4. Creation
  5. 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.
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