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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.
 
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, AWS Lex, Watson Assistant.
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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]].
 
See [[Tutorials-for-admins/HowtoAddBotChatSuggestionsEngine |  How to Add a Bot/Chat Suggestions Engine Integration Account]].
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[[File:Add-Bot-Account-1-53.PNG|450px|thumbnail|center|Bot/chat suggestions engine integration account types]]
 
[[File:Add-Bot-Account-1-53.PNG|450px|thumbnail|center|Bot/chat suggestions engine integration account types]]
 
 
== Alterra Properties ==
 
After you add an Alterra account, the Properties dialog will appear. In Properties, you enter the credentials of your Alterra bot instance. This allows Bright Pattern to access your Alterra bot and use it in chat interactions.
 
 
For more information, see ''Tutorials for Admins'', section [[Tutorials-for-admins/SetupanAlterraIntegrationAccount | Set up an Alterra Integration Account]].
 
 
[[File:Alterra-Properties-53.PNG|450px|thumbnail|center|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.
 
 
=== 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.
 
 
=== Test connection ===
 
Click to be sure Bright Pattern Contact Center can connect to your Alterra instance.
 
  
  
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* [[5.3:Contact-center-administrator-guide/HowtoIntegrateBotswithChat | How to Integrate Bots with Chat]]
 
* [[5.3:Contact-center-administrator-guide/HowtoIntegrateBotswithChat | How to Integrate Bots with Chat]]
 
* [[Tutorials-for-admins/SetupanAlterraIntegrationAccount | Set up an Alterra Integration Account]]
 
  
 
* [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]]
 
* [[Tutorials-for-admins/SetupaWatsonAssistantIntegrationAccount | Set up a Watson Assistant Integration Account]]

Revision as of 20:51, 16 July 2019

Other languages:
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• 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.


Bot/chat suggestions engine integration account types


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 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 Assistant” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant bot instance (string).

Note that you must enter the Url in the following way for your bot to work properly!

The Url consists of these elements, strung together:

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).

API key

The API key (string) used to authenticate the API.

For example:

EEE-MTX13ZS1Ta4pD8qO4rmGP_SXR7HPB8IAAnPgTwKV

The API key is either auto-generated for you or created manually in IBM Cloud. To create a new key, go to IBM's website and navigate to IBM Cloud > Access (IAM) > IBM Cloud API Keys > Create an IBM Cloud API key. Be sure to download it and save it because the API key will be shown only once.

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 (formerly Conversation.


Watson Assistant (Conversation) Properties

Watson Assistant (Conversation) is the legacy version of IBM Watson Assistant.

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 and password to API key. For backwards compatibility, our integration accounts still work with either type of bot.

To integrate a legacy Watson Assistant (Conversation) bot, add a Watson Assistant (Conversation) 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 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 (Conversation) bot instance (string).

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 (Conversation) Workspace (i.e., instance).

Username

The username (string) that is used to authenticate the Watson Assistant (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 Assistant (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 (Conversation).


Recommended Reading

For more information on bot integrations, see:


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