Build a Taskbot for Task Assist

Follow the steps on this page to create a taskbot for Copilot Task Assist. You can learn more about Task Assist from the Bot Builder perspective.

Create a Taskbot

You must create a new Bot Builder bot and connect it to Copilot for Agents in Agent Assist Hub.

  1. In Bot Builder, create a new bot.

  2. Build one or more tasks in your new taskbot.

  3. Test each task in Bot Builder.

  4. Enable Task Assist in Copilot for Agents.

  5. Add each task to the Task Assist intent library.

Create and Configure a New Bot

Required permission:  Bot Builder > Launch Bot Builder

Your taskbot should be a dedicated taskbot configuration in Bot Builder. You cannot use one bot configuration as both a chatbot and a taskbot.

A taskbot doesn't need ACD skills like a standard Bot Builder bot does. You also don't need to connect the taskbot to a CXone Mpower employee profile.

    1. Log in to CXone Mpower with your own account.
    2. Click the app selector icon of app selector and select Bot Builder.

    3. Click Create Bot.

    4. Enter a Name and click Continue.

      Screenshot of Bot name dialog

    5. Accept the default skills, then click Create the Bot. You don't need the skills, and will delete them from the bot in a later step.

      the dialogue to select which skills you want to add to your new bot.

    6. It may take several minutes for the setup to complete. You can wait or click Enter the Bot to explore the Bot Builder interface while setup completes.
  1. Go to the NLU > Intents tab and the Dialogues > Rules tab and delete the rules or intents that were added from the default skills when you created the bot.
  2. Click Dialogues icon, which looks like conversation bubbles. in the left icon menu.
  3. Click Slots Icon of a horizontal square bracket in a circle. in the right icon menu and create a custom slot to hold the payload received from Copilot for Agents.
  4. Click Preferences icon, which looks like a gear. in the left icon menu.
  5. On the Settings tab, click VAH Integration.
  6. Choose the custom slot you just created. Your change is saved automatically.

Build a Task

Required permission:  Bot Builder > Launch Bot Builder

Create one or more tasks for your taskbot to complete. Follow these steps for every task.

  1. Map out the steps that bot must follow to complete the task. Consider:

    • The third-party applications that the bot must connect to.

    • Any security protocols it must follow.

    • The data that must be retrieved or stored.

  2. Collect the information you need to build the task, such as:

    • Connection details for APIs or web services you must connect to, including URLs, authentication tokens, and keys.

    • The exact fields in the third-party application that correspond to the data you're working with.

  3. Map fields between the third-party application, Bot Builder slots, and Copilot for Agents responses. Create the mapping on paper or a document on your computer. You'll use this information in later steps of the process.

  4. In Bot Builder, create custom slots. When creating slots: 

    • Give them meaningful names.
    • You don't need unique slots for every third-party system you interact with. For example, if you have two tasks that use address information, you only need one set of slots to hold that information. However, if you have a task that pulls address information from two systems to compare, you would need one set of address information slots for each system.
    • You don't need to enable the Influence dialogue option unless you plan to use slot conditions in the task.

  5. In Bot Builder, create an intent for the task. Give it a name that matches the name of the task as agents will see it in the agent application. You don't need to add examples to the intent.

  6. In Bot Builder, set up a script for this task. You can create a new script integration or create a script action within an existing integration.

  7. Create a story, rule, or flow for the intent:

    1. Start the story, rule, or flow with a contact message that describes the task such as "I want to change my address." The taskbot may not be able to predict the correct intent for the contact message because the intent doesn't have enough examples. This is okay, because the taskbot isn't expected to work like a standard chatbot.

    2. If the taskbot does not correctly identify the intent, select it from the list of intents and click Confirm.

    3. Add one or more bot actions as needed to define each step the taskbot must follow to complete the task. Configure each bot actionClosed What the bot can do on its turn in the conversation, such as send a message or fill a slot. appropriately.

    4. To add your script action to the bot, add the Scripts bot action to your story or rule, or to your flow.

  8. When you're finished making changes, click Train and Stage to update your bot modelClosed Version of a bot that has been trained and staged to test this change.

Test Your Taskbot

Required permission:  Bot Builder > Launch Bot Builder

You can test your taskbot by chatting with it within Bot Builder. This allows you to enter a contact message that will trigger a task.