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Slots are like your bot's
Virtual agent designed to handle specific interactions memory. You can use them to personalize interactions between bots and contacts. Slots are set up as key/value pairs. The value of each slot can come from one of these two sources:
- Contact messages—You can extract entities Defined keyword or phrase, with or without variants, in an interaction or message from a contact message Anything a contact says in a bot interaction, whether question or statement, written or spoken. and save them in slots
- Custom—You can create custom slots to hold information based on business logic.
Bots created with CXone Bot Builder include two system slots by default:
- Last customer message—Always includes the entire last message from the contact.
- Customer ID—Always includes the ID assigned to the contact in the current interaction.
The help desk at Classics, Inc., handles more than 100 calls a day for users who need to reset their passwords. The administrator, Akela Wolfe, has successfully created a bot to assist these users. After some time, she decides to enable the bot to gather the user's location. This will help her see if certain locations might need additional training. She sets up entities and slots for this purpose.
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