Integrate Google Contact Center AI

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Create a Script

Use the following samples as a foundation to create the scripts to integrate your agent assist application into CXone. Inbound and outbound interactions require separate scripts. The following image shows the essential actions for an inbound script:

An example script showing the onAnswer action connected to the Rest API action, which is connected to the Agent Assist action.

This image shows the essential actions for an outbound script: 

In both scripts, the Script Param Payload Snippet is optional. You only need to include it if you need to pass parameters to the agent assist application. If you're using speech context hints to improve recognition during conversations, you need to add them in a Script Parameters snippet.

To complete the script, you must: 

  • Connect the other branches of each action, as described in the scripting guidelines for agent assist applications.
  • Add other actions, configurations, and scripting logic as needed so the script functions as required in your environment.

  • Ensure that the optional Script Param Payload Snippet action contains the custom payload JSON to send to the agent assist provider.

  • Ensure that the scriptParams property in the Agent Assist action is set to {customPayloadJSON}. This is only required if you include the optional Snippet action with custom payload.
  • Assign the Google CCAI configuration app to the Agent Assist action.
    • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
    • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
    • Complete any additional scripting and test the script.

Use Conversation ID in Scripts

Each conversation that Google Contact Center AI handles has a unique ID that applies to all messages in that conversation. This ID allows you to do things such as:

  • Retrieve knowledge base articles to give to agents.
  • Extract conversation summaries.
  • Use the ID in CCAI Insights or Google Cloud Platform (GCP) logs.

CXone cannot use CCAI conversation IDs. To accomplish these tasks when you use CCAI with CXone, you need to configure your Studio script to assign conversation IDs that you can then map to CCAI or your GCP account.

  1. Configure your script to generate conversation IDs. You can do this using an Assign Conversation ID Snippet action in your script.

    The format for conversation IDs must be BusNo-<BusNo>_ContactId-<ContactId>, where <BusNo> is your business unit number and <ContactId> is the contact ID, held in the contactId variable, of the call. For example, BusNo-12345678_ContactId-987654321. 

    // Assign conversationID using BusNo and ContactId
ASSIGN conversationID = "BusNo-{BusNo}_contactId-{contactId}"
  2. Use the variable that you defined in the Assign Conversation ID Snippet in GCP or CCAI to map the variable to the data you want to pull into your script. For example, you might use CCAI API endpoints that use a conversation ID to find conversations or other resources.
  3. Configure your script to receive the data from GCP/CCAI.

Add an App to Agent Assist Hub

You need to add an app for CCAI to Agent Assist Hub. This establishes a connection between CXone and your agent assist provider.

  1. In Studio, open the script you're modifying and add an Agent Assist action, if it doesn't contain one already.
  2. Double-click the Agent Assist action to open Agent Assist Hub.
  3. Click Add Agent Assist App.

  4. Enter an Agent Assist App Name and click CCAI Knowledge Assist in the list of agent assist providers.

  5. Click Next.

  6. Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.

  7. Click Create.

  8. If you want to assign this agent assist application to the action you added in this task, click the selection icon next to the application name in the left panel of the Agent Assist Hub.

  9. Click Close.

CCAI Configuration Page Details

The Configuration page for adding a Google Contact Center AI agent assist bot to Agent Assist Hub.

Field

Details
JSON Service Account

Paste in the entire contents of the service account key that you created in the Google Cloud Console for Google Contact Center AI. The service account key is a JSON object similar to the following example.

{

"type": "service_account",
"project_id": "ic-aai-gcp",
"private_key_id": "sdv80sdf08ssd9sdf0sdf8sdfsdf90sdf8",
"private_key": "-----BEGIN PRIVATE KEY-----
nMIIEvgIBADANBgkqhkiG9w0BAQEFAASCBKgwggSkAgEAAoIBAQCzgrS8vp
<private key has been truncated for this example>
----END PRIVATE KEY-----\n",
"client_email": "your@client_email-gcp.iam.gserviceaccount.com",
"client_id": "123456789",
"auth_uri": "https://accounts.google.com/o/oauth2/auth",
"token_uri": "https://oauth2.googleapis.com/token",
"auth_provider_x509_cert_url": "https://www.googleapis.com/oauth2/v1/certs",
"client_x509_cert_url": "https://www.googleapis.com/robot/v1/metadata/x509/dialogflow-dthjop%40ic-aai-gcp.iam.gserviceaccount.com"
}

Language

Select the language you want the agent assist app to use. This should match the language that your agents use when handling interactions.
Region Enter the region where your CCAI agent assistant is hosted.
Conversation Profile ID Enter the ID of the conversation profile you want this CCAI agent assist app to use. You must create a conversation profile as part of setting up CCAI with Google. It determines the suggestions made to agents during interactions.
Model

Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. Configure this field for voice-based agent assist applications only. Not all languages support every model. Refer to the Google documentation for information about language support.

For agent assist applications, the preferred option is the Phone Call model with the Enhanced variant, if it's available for the language you're using. Another option is to select Unspecified as the model and Best Available as the Model Variant. If you use the second option, the system automatically chooses the best model and variant available for the region where the agent assist application is hosted.

Available options are: 

  • Command and Search: Use when transcribing shorter audio clips, such as commands or voice search. Consider using Latest Short instead.
  • Latest Long: Use with long-form content such as spontaneous speech or conversations.
  • Latest Short: Use when the utterances are a few seconds long, such as commands. Consider using this model instead of Command and Search.
  • Phone Call: Use for transcribing the audio from a phone call.
  • Unspecified: Use when you're not sure which model to use. CCAI chooses the best option available for your selected Language and Region.
Model Variant

Select the variant of the selected Model you want the agent assist app to use. Some models have an enhanced variant that provides higher quality results. Refer to the CCAI documentation for more information about the models that support an enhanced variant. Enhanced models are billed at a higher rate than standard models.

For Phone Call models, the recommended variant is Enhanced.

Available options for this field are: 

  • Best Available: Select if you want CCAI to use the enhanced model if it's available for the selected model. If it's not, the standard model is used.
  • Enhanced:  Select to use the enhanced model. If an enhanced model isn't available for the selected Model, CCAI uses the standard model.
  • Standard:  Select to use the standard model even if an enhanced model is available.
  • Unspecified: Select if you aren't sure which variant to use. CCAI defaults to the best available variant of the selected model.
Single Utterance

Click this option to On if you want the transcription service to detect single utterances. This is helpful if the conversations the agent assist application processes contain short responses. When this option is enabled, the transcription service doesn't wait for additional speech from the speaker when it detects that an utterance has finished.

For agent assist applications, this option should be enabled if the selected Model and Model Variant support it. This option is currently supported with the following models and variants only: 

  • Phone Call model and the Best Available, Enhanced, and Unspecified variants.
  • Command and Search model, all variants.
  • Latest Long model, all variants.
  • Latest Short model, all variants.
  • Unspecified model, all variants.
Participants Select whether you want the agent assist app to listen to the Patron Only, the Agent Only, or Both. This setting defines the assistance the agent sees. For example, if you select Patron Only, CCAI only listens to the contact's side of the conversation. The information that CCAI displays to assist the agent is based only on what the contact says or types.
Agent UI Option

Select the option for how you want CCAI to display information to the agent: 

  • CXone Agent Assist Panel: The agent sees suggestions in the agent assist panel in the agent application. Suggestions appear in real time as CCAI determines resources that address the contact's needs.
  • No Assist Panel shown to Agent: The agent application doesn't display an agent assist panel to the agent. Instead, CCAI sends all agent assistance to a different location, such as a screen in a third-party CRM application. This option requires additional configuration in Google Contact Center AI.
  • Use custom URL for Agent Assist Panel: The agent assist panel in the agent application displays content from the URL you provide. You can configure CCAI to populate the URL with the assistance it provides. In addition to knowledge base articles, this could include items such as checklists for compliance or forms to complete. Enter the Custom App URL and the Custom App Panel Title. If you choose this option, you are responsible for configuring the system to display information at this URL. This might include modifying Studio scripts and configuring the agent assist provider itself.

Assign the CCAI App to an Action

If you haven't done so already, you need to assign the Google Contact Center AI app to the Agent Assist actionClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script.

  1. In Studio, open the script you want to use.

  2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

  3. Double-click the Agent Assist action to open Agent Assist Hub.

    The Agent Assist Hub page in Agent Assist Hub, showing the agent assist applications that are available in your environment.
  4. In the left column, click the checkmark in a circle A light gray checkmark inside a light gray circle. next to the agent assist application or profile you want to assign to this script.
  5. Click Close.