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<translate>= Bot / Chat Suggestions Engine Integration =
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<translate>= Bot / Chat Suggestions Engine Integration = <!--T:1-->
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.
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Bot/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.
  
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 [[scenario-builder-reference-guide/Purpose|scenarios]], you can select any configured bot/chat suggestion engine integration account with the Chat Bot Select block within the scenario.
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<!--T:2-->
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This version of Bright Pattern Contact Center supports the following types of bot/chat integration: AWS Lex and Watson Assistant.
  
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<!--T:3-->
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See [[Tutorials-for-admins/HowtoAddBotChatSuggestionsEngine |  How to Add a Bot/Chat Suggestions Engine Integration Account]].
  
[[File:Chat-Bot-Suggestions-Properties-50.png|650px|thumbnail|center|Bot / chat suggestions engine properties]]
 
  
 +
== AWS Lex Properties == <!--T:4-->
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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.
  
== Alterra Properties ==
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<!--T:5-->
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.
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For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/AI/SetupanAWSLexIntegrationAccount | Set up an AWS Lex Integration Account]].
  
  
[[File:Alterra-Properties-50.png|450px|thumbnail|center|Alterra bot/chat suggestions engine integration account properties]]
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<!--T:6-->
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[[File:Lex-8.PNG|450px|thumbnail|center|AWS Lex bot/chat suggestions engine integration account properties]]
  
  
=== Name ===
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=== Name === <!--T:7-->
''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.
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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.
  
=== Type ===  
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=== Type === <!--T:8-->
''Type'' is the type of integration account.
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By default, the type is “AWS Lex” because you selected this type when adding the account.
  
=== Url ===  
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=== User ID === <!--T:9-->
For Alterra, the default ''Url'' value is ''https://dev.alterra.cc/demo/api''.
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Your AWS Account ID. Find it in AWS by going to ''My Account > Account Settings''
  
=== Method ===
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=== Bot name === <!--T:10-->
The default HTTP method is POST, and the drop-down selector is disabled.
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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''
  
=== API key ===
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=== Bot alias === <!--T:11-->
This is the ''API key'' required to access the service (optional). There is no default value.
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The alias name (if any); you can add an alias now if you haven’t already
  
=== Use url encode ===
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=== Access key === <!--T:12-->
For Alterra, the URL encode is 0 and the checkbox is disabled.
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The access key ID (e.g., AKIAIOSFODNN7EXAMPLE).
  
=== Maximum suggestions ===
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<!--T:13-->
''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.
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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].
  
== Watson Conversation Properties ==
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=== Secret key === <!--T:14-->
Bot / Chat suggestions engine integration account properties of the Watson type are as follows. Note that the properties shown depend on the type of bot/chat suggestions engine selected.
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The secret access key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY)
  
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=== Region === <!--T:15-->
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The region for your bot instance (e.g., “US West (Oregon)”)
  
[[File:Watson-Conversation-Properties-50.png|450px|thumbnail|center|Watson Conversation bot/chat suggestions engine integration account properties]]
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=== Max API calls per day === <!--T:16-->
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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.
  
=== Name ===
 
''Name'' is the Unique name of this integration account.
 
  
=== Type ===  
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== Watson Assistant Properties == <!--T:17-->
''Type'' is the type of integration account.
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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.
  
=== Url ===
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<!--T:18-->
For Watson integrations, you should specify the URL prefix (string), which is the endpoint for the service instance. The full URL is created within the provider (e.g., https://gateway.watsonplatform.net/conversation/api/v1/workspaces/)
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For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]].
  
=== Workspace ID ===
 
The ''Workspace ID'' (string) is the ID of the Watson Conversation workspace associated with the service instance.
 
  
=== Username === 
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<!--T:19-->
The ''username'' (string) is the username used to authenticate the Watson Conversation API. The username is provided in the service credentials for the service instance that you want to use.
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[[File:Watson-Assistant-Properties2-5399.PNG|800px|thumbnail|center|Watson Assistant bot/chat suggestions engine integration account properties]]
  
=== Password ===
 
The ''password'' (string) is the password 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 ===  
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=== Name === <!--T:20-->
''Max API calls per day'' is the maximum number of calls per day.
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The name of this integration account.
  
=== Maximum suggestions ===  
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=== Type === <!--T:21-->
''Maximum suggestions'' is the maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop.
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By default, the type is “Watson Assistant” because you selected this type when adding the account.
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=== Url === <!--T:22-->
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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").
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<!--T:23-->
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For example:
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<!--T:24-->
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'''https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12c3a41e-ad2e-341c-12d3-412341ffdffd/message'''
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<!--T:25-->
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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.
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=== Skill ID === <!--T:26-->
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The identifying number (string) of your Watson Assistant Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.
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<!--T:27-->
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To find this ID, go to ''Skills > your skill > Options'' and click '''View API Details'''.
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=== API Key === <!--T:28-->
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The API Key (string) used to authenticate the service (e.g., “EEE-MTX13ZS1Ta4pD8qO4rmGP_SXR7HPB8IAAnPgTwKV”).
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 +
<!--T:29-->
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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''.
 +
 
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=== Max API calls per day === <!--T:30-->
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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 === <!--T:31-->
 +
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 === <!--T:32-->
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Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant.
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 +
<!--T:33-->
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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."
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 +
<!--T:34-->
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Lastly, be sure to click '''Apply''' at the bottom of the screen to save your account properties.
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 +
 
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== Watson Assistant (Legacy) Properties == <!--T:35-->
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Watson Assistant (Legacy) is the legacy version of IBM Watson Assistant that uses IBM's V1 runtime API and username/password authentication.
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<!--T:36-->
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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.
 +
 
 +
<!--T:37-->
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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.
 +
 
 +
<!--T:38-->
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For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]].
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 +
 
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<!--T:39-->
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[[File:Watson-Conversation-Properties3-5399.PNG|800px|thumbnail|center|Watson Assistant (Conversation) bot/chat suggestions engine integration account properties]]
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=== Name === <!--T:40-->
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The name of this integration account.
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=== Type === <!--T:41-->
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By default, the type is “Watson Assistant (Legacy)” because you selected this type when adding the account.
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=== Url === <!--T:42-->
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The Legacy v1 Workspace URL of your Watson Assistant Skill.
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<!--T:43-->
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For example:
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<!--T:44-->
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'''https://api.us-south.assistant.watson.cloud.ibm.com/instances/c1f234f5-1d23-4e51-23af-4cef51b2b345/v1/workspaces/012b31f4-51c2-345d-1aad-23e45d123f4d/message'''
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 +
<!--T:45-->
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To find this ID, go to ''IBM Watson Assistant > Skills'', and click '''View API details'''.
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 +
<!--T:46-->
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Please note that earlier versions of Bright Pattern Contact Center (earlier than version 5.3.21) required the URL to be in the format “<Legacy v1 Workspace URL>?version=2017-05-26”. Now, “version=2017-05-26” is added by default (so you do not have to append the version to the URL manually). You have the option to use another version from the list recommended by IBM.
 +
 
 +
=== Skill ID === <!--T:47-->
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The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.
 +
 
 +
<!--T:48-->
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To find this ID, go to ''IBM Watson Assistant > Skills'', and click '''View API details'''.
 +
 
 +
=== Username === <!--T:49-->
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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.
 +
 
 +
<!--T:50-->
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If you do not know your username, you can set '''apikey''' as the username.
 +
 
 +
=== Password === <!--T:51-->
 +
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.
 +
 
 +
<!--T:52-->
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If you do not know your password, you can set your skill's API key.
 +
 
 +
=== Max API calls per day === <!--T:53-->
 +
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 === <!--T:54-->
 +
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 === <!--T:55-->
 +
Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant (Legacy).
 +
 
 +
 
 +
== Recommended Reading == <!--T:56-->
 +
For more information on bot integrations, see:
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* [[5.3:Tutorials-for-admins/HowtoCreateWatsonAssistant |  How to Create a Watson Assistant]]
 +
 
 +
<!--T:57-->
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* [[5.3:Contact-center-administrator-guide/HowtoIntegrateBotswithChat | How to Integrate Bots with Chat]]
 +
 
 +
<!--T:58-->
 +
* [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]]
  
  
  
 
</translate>
 
</translate>

Latest revision as of 23:19, 8 September 2021

Other languages:
English • ‎日本語
• 5.3 • 5.8

Bot / Chat Suggestions Engine Integration

Bot/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 How to Add a Bot/Chat Suggestions Engine Integration Account.


AWS Lex Properties

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 Set up an AWS Lex Integration Account.


AWS Lex bot/chat suggestions engine integration account properties


Name

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.

Type

By default, the type is “AWS Lex” because you selected this type when adding the account.

User ID

Your AWS Account ID. Find it in AWS by going to My Account > Account Settings

Bot name

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

Bot alias

The alias name (if any); you can add an alias now if you haven’t already

Access key

The 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 Managing Access Keys for IAM Users and AWS Management Console.

Secret key

The secret access key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY)

Region

The region for your bot instance (e.g., “US West (Oregon)”)

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 what is included in a free account.


Watson Assistant Properties

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 Set up a Watson Assistant Integration Account.


Watson Assistant bot/chat suggestions engine integration account properties


Name

The name of this integration account.

Type

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

Url

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.

Skill ID

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.

API Key

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.

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."

Lastly, be sure to click Apply at the bottom of the screen to save your account properties.


Watson Assistant (Legacy) 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 Set up a Watson Assistant Integration Account.


Watson Assistant (Conversation) bot/chat suggestions engine integration account properties


Name

The name of this integration account.

Type

By default, the type is “Watson Assistant (Legacy)” because you selected this type when adding the account.

Url

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.

Please note that earlier versions of Bright Pattern Contact Center (earlier than version 5.3.21) required the URL to be in the format “<Legacy v1 Workspace URL>?version=2017-05-26”. Now, “version=2017-05-26” is added by default (so you do not have to append the version to the URL manually). You have the option to use another version from the list recommended by IBM.

Skill ID

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.

Username

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.

Password

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.

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 (Legacy).


Recommended Reading

For more information on bot integrations, see:


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