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• 5.3 • 5.8

Bot / Chat Suggestions Engine Integration

Bright Pattern integrates with chat bots to provide meaningful suggestions to an agent during a chat session and to provide pure bot functionality, in which customers can complete self-service tasks without the help of a live agent. This functionality is enabled through integration with a bot/chat suggestions engine. This version of Bright Pattern Contact Center supports two types of bot/chat integration: Alterra and Watson Conversation.

In Contact Center Administrator, you can select one bot/chat suggestion engine integration account as the suggestion engine per service. You can also select one bot/chat suggestion engine integration account as a chat bot on the chat service launch point. In scenarios, you can select any configured bot/chat suggestion engine integration account with the Chat Bot Select block within the scenario.


Bot / chat suggestions engine properties


Alterra Properties

Bot / Chat suggestions engine integration account properties of the Alterra type are as follows. Note that the properties shown depend on the type of bot/chat suggestions engine selected.


Alterra bot/chat suggestions engine integration account properties


Name

Name is the unique name of this integration account. It is helpful to have a descriptive name if your tenant uses multiple integration accounts of the same type.

Type

Type is the type of integration account.

Url

For Alterra, the default Url value is https://dev.alterra.cc/demo/api.

Method

The default HTTP method is POST, and the drop-down selector is disabled.

API key

This is the API key required to access the service (optional). There is no default value.

Use url encode

For Alterra, the URL encode is 0 and the checkbox is disabled.

Maximum suggestions

Maximum suggestions is the maximum number of suggestions (e.g., 1, 2, or 3) that can be delivered to the Agent Desktop. For Alterra, the maximum number of suggestions is 1.

Watson Conversation Properties

The following properties are shown when you add a Bot / Chat suggestions engine integration account and select Watson as the account type. Fill in these properties to connect your contact center to your existing Watson Assistant instance on IBM Cloud.

For more information on Watson Assistant, see How to Create a Watson Assistant and How to Integrate Bots with Chat


Watson Conversation bot/chat suggestions engine integration account properties


Name

A unique name for your bot.

Type

By default, “Watson Conversation” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant (string). Note that you must enter the Url in the following way for your bot to work properly.

The Url consists of: https://gateway.watsonplatform.net/assistant/api + /v1/workspaces/ + your workspace ID (see below) + /message?version=2017-05-26

For example: https://gateway.watsonplatform.net/assistant/api/v1/workspaces/085c97f9-44c3-403d-8aad-92e86d9379f8d/message?version=2017-05-26

Workspace ID

The identifying number (string) of your Watson Assistant Workspace (i.e., instance).

To find this ID, go to IBM Watson Assistant > Workspaces, click on the desired workspace’s Actions button, and select View details.


IBM Watson Assistant > Workspaces


Copy your workspace ID from there.


Copy your workspace ID


Username

The username (string) that is used to authenticate the Watson Conversation API. The username is provided in the service credentials for the service instance that you want to use.

Password

The password (string) used to authenticate the Watson Conversation API. The password is provided in the service credentials for the service instance that you want to use.

Max API calls per day

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.

Maximum suggestions

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.

Test Connection

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."

Click Apply at the bottom of the screen to save your account properties.


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