Tuning Models

Tuning models lets you modify and refine the editable version of an enriched model while tracking its progress. You can adjust how customer intents and actions are organized so the model better reflects your business. When you are satisfied with the changes, you can publish the tuned model for use in CXone Mpower

Managing categories, topics, and subtopics

You can do the following:

  • Categories: Create, rename, remove, and restore.

  • Topics and subtopics: Move/Merge, Rename, remove, and restore.

This helps you keep your model structured and easier to maintain.

Changes you make in the editable model affect how customer intents and actions are detected after you publish the model.

 

Managing Categories

Categories let you group your intents and actions, making them easier to organize and manage in the Topic AI

Create a category

To create a category

  1. Select an editable version of the model.

  2. In the right info panel, click New Category +.

  3. Enter a unique name for the category (maximum 50 characters) and click Save. The new category appears in alphabetical order.

    Note: You can create up to 20 categories per model. If you reach this limit, remove an existing category to add a new one.

Rename a category

To rename a category:

  1. Locate the category in Right Info panel, Statistics Panel, or More Details panel.

  2. Click Options icon for options and then click Rename.

  3. Enter the new name and click Save.

Remove a category

To remove a category:

  1. Locate the category in Right Info panel, Statistics Panel, or More Details panel.

  2. Click Options icon for options and then click Remove.

When you remove a Category:

  • All topics and subtopics under that category are also removed.

  • These are not visible in the UI unless the Removed filter is enabled in the filter panel.

  • Removed items are soft deleted (not permanently deleted) and are hidden by default.

To view removed items:

  1. Select Filter icon for filter.

  2. Under Status, select Removed.

Important: Removing a category affects the entire hierarchy beneath it. Review the topics and subtopics before you confirm the removal.

 

Special Rule for Automatic Removal:

The Topic AI automatically keeps the hierarchy clean so there are no empty levels:

  • If you remove a topic, all its subtopics are also removed.

  • If you remove the last subtopic under a topic, the subtopic and its parent topic are removed.

  • If all topics under a category are removed, the category is also removed.

Restore a category

To restore a removed category:

  1. Select Filters icon for filter, and under Status, select Removed.

    All removed items are displayed.

  2. Find the category you want to restore, and select the Restore icon for restore icon next to it.

When you restore a Category :

  • All topics and subtopics that were removed with that category are also restored.

  • The full hierarchy is restored as it existed before removal.

Note: Removed items are hidden unless the Removed status filter is selected.

Managing Topics and Subtopics

Use topics and subtopics to create a clear hierarchy of customer intents and actions within each category. You can rename, move/merge (where available), remove, and restore topics and subtopics.

Rename a topic or subtopic

To rename a topic or subtopic:

  1. Locate the topic or subtopic and click Options icon for options and then select Rename.

  2. Enter the new name and click Save.

Move or merge topics and subtopics (where available)

To move or merge topics:

  1. On the topic or subtopic, select Move/Merge.

  2. In the dialog:

    1. Use the Expand icon for expand icon to expand items in the Intents section, or

    2. Use the Search field to find the target intent or action.

  3. Select the target intent or action, and select Save.

    1. You can move a lower‑level intent to a higher level or merge similar intents and actions.

    2. When you move a topic to the category level, all its subtopics move with it.

  4. Click More Details to view additional information about a topic or subtopic.

  5. The merged intents / actions will appear as shown below:

  6. Click Restore icon for restore to revert back to the original intents and actions.

    Note: Move and merge options might not be available in all models or configurations.

Remove a topic or subtopic

To remove a topic or subtopic:

  1. Locate the item in Right Info panel, Statistics Panel, or More Details panel.

  2. Click Options icon for options and then click Remove.

When you remove:

  • A topic – all its subtopics are also removed.

  • The last subtopic under a topic – the subtopic and its parent topic are removed.

To view removed items:

  1. Select Filter icon for filter.

  2. Under Status, select Removed.

Restore a topic or subtopic

To restore a removed topic or subtopic:

  1. Select Filters icon for filter, and under Status, select Removed.

    All removed items are displayed.

  2. Find the topic or subtopic you want to restore, and select the Restore icon for restore icon next to it.

When you restore a parent topic or subtopic:

  • Its related child items are restored as well, if they were removed together.

    • For example, restoring a category restores its topics and subtopics.

    • Restoring a topic can restore its subtopics, if they were removed with that topic.