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<translate>= Bot / Chat Suggestions Engine Integration =
 
<translate>= Bot / Chat Suggestions Engine Integration =
Bright Pattern integrates with chatbots 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 a bot/chat suggestions engine integration account. Integration accounts are what allow your contact center to operate with third-party services.
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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.
  
 
This version of Bright Pattern Contact Center supports the following types of bot/chat integration:  Alterra and Watson Conversation.
 
This version of Bright Pattern Contact Center supports the following types of bot/chat integration:  Alterra and Watson Conversation.
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== Alterra 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.
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Bright Pattern integrates with Alterra.ai's Answer Bot and NLP Engine. To set up your integration account, you will need to plug in your Alterra credentials to the integration account properties (see the following descriptions).
  
  
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=== Name ===
 
=== 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.
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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 ===  
 
=== Type ===  
''Type'' is the type of integration account.
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By default, the type is “Alterra” because you selected this type when adding the account.
  
 
=== Url ===  
 
=== Url ===  
For Alterra, the default ''Url'' value is ''https://dev.alterra.cc/demo/api''.
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The endpoint of your Alterra instance. The default ''Url'' value is ''https://next.alterra.ai/api/faq/v1/''.
  
 
=== Method ===
 
=== Method ===
The default HTTP method is POST, and the drop-down selector is disabled.
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The HTTP method. The default is POST.
  
 
=== API key ===
 
=== API key ===
This is the ''API key'' required to access the service (optional). There is no default value.
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The API key (string) required to access the service. There is no default value.
  
=== Use url encode ===
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You can find your API key in your Alterra account, in ''Settings > My Account''.
For Alterra, the URL encode is 0 and the checkbox is disabled.
 
  
 
=== Maximum suggestions ===  
 
=== 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.
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''Maximum suggestions'' is the maximum number of suggestions (e.g., 1, 2, or 3) that can be delivered to the Agent Desktop for the agent to select and use in chat replies. The maximum number of suggestions is 1.
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=== Test connection ===
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Click to be sure Bright Pattern Contact Center can connect to your Alterra instance.
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If the credentials are invalid, go back to the Url property and API key and make sure you’ve entered them correctly. Test until you see the success dialog: "Account credentials appear to be valid."
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Click '''Apply''' at the bottom of the screen to save your account properties.
  
  
 
== Watson Assistant Properties ==
 
== Watson Assistant 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.
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Bright Pattern integrates with IBM Watson Assistant instances on IBM Cloud. To set up your integration account, you will need to plug in your IBM Watson credentials to the integration account properties (see the following descriptions).
  
 
For more information on Watson Assistant, see [[5.3:Tutorials-for-admins/HowtoCreateWatsonAssistant |  How to Create a Watson Assistant]] and [[5.3:Contact-center-administrator-guide/HowtoIntegrateBotswithChat | How to Integrate Bots with Chat]]
 
For more information on Watson Assistant, see [[5.3:Tutorials-for-admins/HowtoCreateWatsonAssistant |  How to Create a Watson Assistant]] and [[5.3:Contact-center-administrator-guide/HowtoIntegrateBotswithChat | How to Integrate Bots with Chat]]
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=== Name ===  
 
=== Name ===  
A unique name for your bot.
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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 ===  
 
=== Type ===  
By default, “Watson Conversation” because you selected this type when adding the account.
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By default, the type is “Watson Conversation” because you selected this type when adding the account.
  
 
=== Url ===  
 
=== Url ===  

Revision as of 20:31, 28 November 2018

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: Alterra and Watson Conversation.

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


Alterra Properties

Bright Pattern integrates with Alterra.ai's Answer Bot and NLP Engine. To set up your integration account, you will need to plug in your Alterra credentials to the integration account properties (see the following descriptions).


Alterra 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 “Alterra” because you selected this type when adding the account.

Url

The endpoint of your Alterra instance. The default Url value is https://next.alterra.ai/api/faq/v1/.

Method

The HTTP method. The default is POST.

API key

The API key (string) required to access the service. There is no default value.

You can find your API key in your Alterra account, in Settings > My Account.

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 the agent to select and use in chat replies. The maximum number of suggestions is 1.

Test connection

Click to be sure Bright Pattern Contact Center can connect to your Alterra instance.

If the credentials are invalid, go back to the Url property and API key and make sure you’ve entered them correctly. 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.


Watson Assistant Properties

Bright Pattern integrates with IBM Watson Assistant instances on IBM Cloud. To set up your integration account, you will need to plug in your IBM Watson credentials to the integration account properties (see the following descriptions).

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

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 “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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