Integrate SmartAssist

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

Amelia Configuration

You need to train Ameliato handle interactions the way you want it to. All customization of your SmartAssist virtual agent takes place in the Amelia administration pages. This is where you can:

  • Create and Manage Business Process Networks (BPNs): BPNs allow you to teach Amelia the processes you want it to follow when conversing with contacts. They define the various responses contacts may give and how you want Amelia to handle each one. BPNs provide information Amelia can use to determine the contact's intent and goals. They also specify what information or data Amelia needs to capture to complete a task, such as the contact's name and address.
  • Create and Manage Intents: Intents are the goals contacts have when they contact your organization. For example, contacts might want to open an account or schedule an appointment.
  • Provide and Manage Knowledge and Semantic MemoryAmelia requires a thorough database of information that it can use during conversations. It needs information about your organization and your business domain. You need to provide as much information as possible. Amelia can use many sources of information. You can upload sources such as FAQs, lists of questions and answers, blog articles, Wiki pages, and so on.

All information about configuring Amelia is available in the Amelia documentation. Your CXone Account Representative can provide you a link and information about logging in to access the documentation.

Create a Script

You need to create at least one Studio script to route interactions to your virtual agent. Follow the script guidelines and requirements. The supported virtual agent action for this provider is Textbot Exchange. The supported virtual agent action for SmartAssist text virtual agents is TextBot Exchange. If you're setting up a voice virtual agent, you need to work with your CXone Account Representative.

If you're using a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection with your virtual agent, contact your CXone Account Representative for help with the integration.

If you're using a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection with your virtual agent, your script has different requirements.

You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.

When your virtual agent is ready to go into production, assign the script to one or more points of contact.

Add an App to Virtual Agent Hub

Adding a configuration app to Virtual Agent Hub establishes the connection between CXone and your virtual agent provider.

  1. In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
  2. Double-click the virtual agent action to open Virtual Agent Hub.
  3. Click Add Bot.
  4. Enter a Virtual Agent (Bot) Name and click SmartAssist in the list of virtual agent 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 Next.

  8. If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, contact your CXone Account Representative.

  9. Click Next.

  10. On the Transcript page, select the option for whether you want the conversation transcript and intent information captured. This option is only available for text virtual agents. It's not supported for voice integrations that use a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection.

  11. Click Next.

  12. On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings. You may also need to verify configurations in your virtual agent provider's management console.

  13. Click Add.

SmartAssist Configuration Page Details

Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub

Configure Voice Integration Options

Permissions Required: View Scripts, Create/Edit Scripts

  1. In Virtual Agent Hub, add a new configuration app and configure it according to the steps in the Add an App to Virtual Agent Hub section  on this page.
  2. Click Next on the Configuration page.

  3. Select a TTS Vendor.
  4. Under Transcription options, select a Transcription Profile or click Add New Turn by Turn Transcription Profile to create a new profile.
  5. Click Next.
  6. Return to the Add an App to Virtual Agent Hub section  on this page to finish adding the configuration app.

Assign the SmartAssist App to an Action

When the virtual agentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.

  1. In Studio, open the script you want to modify.
  2. Locate the virtual agent action in the script and double-click it to open Virtual Agent Hub.

  3. In the left column, locate the virtual agent that you want to assign to the action and click the checkmark An icon of a circle with a checkmark inside. next to it.
  4. Click Close.

Change the Transcription Profile a Virtual Agent Uses

Permissions Required: View Scripts, Create/Edit Scripts

A transcription profile allows you to use a different transcription service from the one the virtual agent provider offers. Each virtual agent can have one transcription profile. You only need to follow the steps in this section if you are working with a voice virtual agent and need to change the transcription profile.

  1. In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
  2. Double-click the virtual agent action to open Virtual Agent Hub.
  3. In the list of virtual agent configuration apps on the left side of the Virtual Agent Hub page, click the one you want to modify.
  4. In the center of the virtual agent app properties page, click the Voice tab.
  5. Under Transcription Options, select Use CXone transcription Profile if it isn't already selected.

  6. Select the Turn by Turn Transcription Profile you want this virtual agent integration to use. If the option you want to use isn't there, you can add it.

  7. Click Save.
  8. Test your transcription service by using the microphone option in the Test section of your virtual agent app properties page.

Test Your Virtual Agent Bot

You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can: 

  • Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
  • Add custom payload JSON to test the virtual agent's handling of custom payload data.
  • Trigger a welcome intent event to test how the virtual agent begins a conversation.
  • Trigger a custom intent event to test any custom events you've created for your virtual agent.
  • Trigger a timeout event to test how the virtual agent responds when the contact times out.

The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.

  1. In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
  2. Double-click the virtual agent action to open Virtual Agent Hub.
  3. Click to select the configuration app for the virtual agent you want to test from the list on the left.
  4. In the Test pane, enter a test message in the Type a message field and press Enter to send it. You can also click Microphone An icon shaped like a microphone. and speak into your computer's microphone.

  5. Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.
  6. Click More Options An icon with three dots stacked vertically. to test other aspects of your virtual agent.

  7. Click Reset to start your test again.
  8. If you need to make changes based on the results of your testing, you can: 

    • Modify the Studio scripts for the virtual agent.
    • Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
    • Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the An icon that has a square with an arrow overlaid on top of it. The arrow points from the center of the square to the top right corner of the square. icon on it to indicate that the link opens an external site.
  9. Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
  10. When you're finished testing, click Close.