Care Assistant Integrations in webex
Using third-party virtual assistants in conjunction with the Care Assistant bots
Dialogflow integrates Care Assistant bots into their service offerings, providing customers with enhanced self-service capabilities. Dialogflow is an open-source chatbot platform that uses natural language processing and machine learning to provide all users with a conversational user experience. Dialogflow Intents can assist with mapping user actions to automated bot responses, and also allow for escalation to an agent when necessary.
Add an Escalation Intent
If self-help is not successful, your Care Assistant has the option of escalating your request to Cisco Webex Teams experts. An intent can be added to a Dialogflow agent in the following way:
There is an Escalation Intent available for download.
Your Dialogflow agent will receive the Escalation Intent as soon as it has been uploaded. Choose Upload Intent from the Intents page of your Dialogflow agent. You will need to select escalation.json from the file browser.
Escalation conditions should be specified. Choose Escalation Intent on the Intents page of your Dialogflow agent. Change the user expressions that trigger escalation by changing the User Says fields. An expression must include the following:
Make use of the template mode.
Contains a reference to @sys.any:Topic.
An @ symbol precedes a user expression to indicate template mode. You can change the mode by clicking on the symbol. The GetExpert action should not be modified.
Configure the Default Fallback Intent
In the event Care Assistant fails to recognize the user input, configure the Fallback Intent to change the response.
Choose Default Fallback Intent from the Intent page of your Dialogflow agent.
There is a way to create a default fallback intent if you don’t already have one. Click on the vertical ellipsis (⋮) and choose Create Fallback Intent.
Changing the text responses used by the Care Assistant can be done by modifying the Response fields on the Care Assistant’s screen.
Retrieve a Client Access Token
- The Settings icon can be found on the left side of Dialogflow.
- In the section titled API keys, you will find the Client access token.
- The access token for the client should be copied.
- It is necessary to enable the integration of your bot into Care Assistant Administration.
- In the field Provide client access token, enter the client access token that you received from the client.
Check out How to Create a Care Assistant Bot for more information on how to get started creating a Care Assistant bot.