Bot / Chat suggestions engineBot/chat suggestions engine integration accounts allow you to use third-party bots to automate chat conversations, provide self-service options, intelligently route customers to agents, and provide meaningful suggestions to an agent during active chat sessions.This version of Bright Pattern Contact Center supports the following types of bot/chat integration: AWS Lex and Watson Assistant.See [[Tutorials-for-admins/HowtoAddBotChatSuggestionsEngine | How to Add a Bot/Chat Suggestions Engine Integration Account]].After you add an AWS Lex account, the Properties dialog will appear. In Properties, you enter the credentials of your Lex bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/AI/SetupanAWSLexIntegrationAccount | Set up an AWS Lex Integration Account]].[[File:Lex-8.PNG|450px|thumbnail|center|AWS Lex bot/chat suggestions engine integration account properties]]The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.By default, the type is “AWS Lex” because you selected this type when adding the account.Your AWS Account ID. Find it in AWS by going to ''My Account > Account Settings''The bot name (e.g., “TripBooker”); note this may be different than an alias name. Find it in ''Amazon Lex > Bots (select the name of your bot) > Settings''The alias name (if any); you can add an alias now if you haven’t alreadyThe access key ID (e.g., AKIAIOSFODNN7EXAMPLE).You need to set up access key for AWS Identity and Access Management (IAM) service to get this. See [https://docs.aws.amazon.com/IAM/latest/UserGuide/id_credentials_access-keys.html Managing Access Keys for IAM Users] and [https://console.aws.amazon.com/iam/ AWS Management Console].The secret access key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY)The region for your bot instance (e.g., “US West (Oregon)”)The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond what is included in a free account.After you add a Watson Assistant account, the Properties dialog will appear. In Properties, you enter the credentials of your Watson Assistant bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]].[[File:Watson-Assistant-Properties2-5399.PNG|800px|thumbnail|center|Watson Assistant bot/chat suggestions engine integration account properties]]The name of this integration account.By default, the type is “Watson Assistant” because you selected this type when adding the account.The API endpoint of your Watson Assistant Skill (note that in IBM Watson Assistant Skill Details, this URL is called “Legacy v1 workspace URL” or the "Assistant URL").For example:'''https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12c3a41e-ad2e-341c-12d3-412341ffdffd/message'''You can find the URL by going to ''Skills > your skill > Options''. Click '''View API Details''' and then you will see the skill details and service credentials, and you can copy the URL.The identifying number (string) of your Watson Assistant Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.To find this ID, go to ''Skills > your skill > Options'' and click '''View API Details'''.The API Key (string) used to authenticate the service (e.g., “EEE-MTX13ZS1Ta4pD8qO4rmGP_SXR7HPB8IAAnPgTwKV”).You can find the API Key by going to ''Skills > your skill > Options'' and clicking '''View API Details'''. The API key is either auto-generated for you or created manually in IBM Cloud, in ''Access (IAM) > IBM Cloud API keys''.The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant.If the credentials are invalid, go back to the Url property and make sure you’ve entered it exactly as explained. Test until you see the success dialog: "Account credentials appear to be valid."Lastly, be sure to click '''Apply''' at the bottom of the screen to save your account properties.Watson Assistant (Legacy) is the legacy version of IBM Watson Assistant that uses IBM's V1 runtime API and username/password authentication.Previously, Watson Assistant was called Watson Conversation, and credentials for Watson Conversation included username and password. IBM has since renamed it Watson Assistant and changed its credentials from username/password to API key.To integrate a legacy Watson Conversation bot, add a Watson Assistant (Legacy) account and edit the Properties of your bot instance as follows. This allows Bright Pattern to access your bot and use it in chat interactions.For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]].[[File:Watson-Conversation-Properties3-5399.PNG|800px|thumbnail|center|Watson Assistant (Conversation) bot/chat suggestions engine integration account properties]]The name of this integration account.By default, the type is “Watson Assistant (Legacy)” because you selected this type when adding the account.The Legacy v1 Workspace URL of your Watson Assistant Skill.For example:'''https://api.us-south.assistant.watson.cloud.ibm.com/instances/c1f234f5-1d23-4e51-23af-4cef51b2b345/v1/workspaces/012b31f4-51c2-345d-1aad-23e45d123f4d/message'''To find this ID, go to ''IBM Watson Assistant > Skills'', and click '''View API details'''.The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.To find this ID, go to ''IBM Watson Assistant > Skills'', and click '''View API details'''.The ''username'' (string) that is used to authenticate the Watson Assistant API. The username is provided in the service credentials for the service instance that you want to use.If you do not know your username, you can set '''apikey''' as the username.The ''password'' (string) used to authenticate the Watson Assistant API. The password is provided in the service credentials for the service instance that you want to use.If you do not know your password, you can set your skill's API key.The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant (Legacy).For more information on bot integrations, see:
After you add a Watson Assistantアカウントを追加すると、プロパティダイアログが表示されます。 プロパティで、Watson Assistantボットインスタンスの認証情報を入力します。これにより、Bright Patternがボットにアクセスしてボットをチャットで使用できるようになります。