Creating a Skill using Luma Bot Builder
When creating a Custom skill in Luma Bot Builder, you will need the following details:
Actions or activities to be performed by the skill, such as Reset password, Log a Ticket, Get required information etc.
Inputs required from the end-user to process the request
Set of user phrases that end-user may use to request for the skill
Users/Group of users who should have access to execute the skill.
Based on the above information, Administrators or Skill developers can create custom skills in Luma Bot builder. These skills, when published, are available for the end-user to execute through a configured Chat channel.
To build a custom skill in Luma Bot builder, follow the below steps:
Navigate to Bot menu → Skill Builder.
Click on the Create Skill.
On the Skill details screen, add Skill details such as Name, Category, and Description.
Add KPI Metrics information, indicating how the skill adds value to the organization.
Click Next. On the Invocation Type, select “User Phrase“ and add the User Phrase that can be used to trigger the skill.
Select Command, if you want the skill to be triggered directly with a quick command. This by-passes NLP processing to identify the skill. Skill corresponding to the command is directly executed.
Click Next to add Conversation Flow,
Build the Conversation Flow by adding User prompts, Integrations, Condition Rules, Messages and Suggest Skills as required.
Click Save to finish building the skill.
The next step is to add permission to the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.
Do a Build and Publish to make the skill available in Virtual Agent.
Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.
Your skill is now ready to use. Go to Conversation History to view the list of conversations where the end-user requests the skill.
Points to Note:
Add as many user phrases as you can to train the bot to understand and identify the user’s request.
At least one step is required in the Conversation Flow. ‘Attribute’ cannot be the last step in the conversation Flow.
For beginners, here are a few examples of simple Skills for reference:
Creating a FAQ Skill: Build a skill in Luma Virtual Agent Skill Builder that answers a Frequently Asked Question (FAQ) such as ‘What are the Help desk support hours?’
Automatically redirect user request to a required Support group: Develop a skill in Skill Builder to identify the Support group and executes the ‘Transfer to Agent’ skill with the required support group to handle the user query using Ruleset conditions.