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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: Alterra, AWS Lex, Watson Assistant.

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 your Alterra credentials into 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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