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Configure a Virtual Agent for Webex Contact Center

ByCorporate Guider Home, Webex

Before you begin

Automate the response process using Dialogflow agents.

Click Services in the customer view at https://admin.webex.com .

Choose Features from the Contact Center card.

You can create a virtual agent by clicking New > Virtual Agent.

In the Create a Dialogflow agent before proceeding page, choose one of the following options:

  • No, I don’t have a preconfigured Dialogflow agent :

  • The sample agent can be downloaded, then imported and customized.

  • Yes, I have a preconfigured Dialogflow agent :

  • The button on this page will allow you to download a zip file with both Escalation intents (for escalating customer interactions to agents) and Handled intents (for ending the Virtual Agent interaction with the customer and marking it as completed by the Virtual Agent).

Please click Next.

Please provide the following information in the Provide a unique name section of the page:

  • Provide a unique name for your Virtual Agent :Give the Virtual Agent a unique name by entering the following information. It is mandatory that you fill out this field. The Virtual Agent activity should be named the same in the Flow Designer as it should be in the Virtual Agent activity.

  • Provide Dialogflow Project ID :If you choose to use dialogflow with AI-powered Contact Center powered by Google Cloud subscription, please enter your customer’s Dialogflow Project ID. It is assumed that if you do not specify a Project ID in the JSON key for the service account, the Project ID from that account will be used instead.

    There are only OEM customers who can use this field. A Cisco-created Google Cloud Project (GCP) account is setup for the OEM customer in order to use voice bots and chat bots from Cisco-created Voice Bots powered by Google Cloud (CCAI).

This field is not applicable to non-OEM customers.

  • Provide Dialogflow Region ID :In order to rationalize and store your data within the same region, you will need to enter the Region ID (optional). As long as you do not specify a region ID, then the default region will be global if you have not specified one. When a region ID is not entered correctly, an API error may occur if the region ID is not valid. Please refer to http://cloud.google.com/dialogflow/es/docs/how/region for more information about the supported region IDs.

Please click the Next button.

When the authentication key has been uploaded, it will appear along with the JSON file on the Complete Dialogue Integration page. Click on the Validate button once the authentication key has been uploaded, and then click on the Next button when it has been successfully verified. 

Google Cloud Platform provides you with an authentication key, which is contained in a JSON file, when you register for a Google Cloud Platform Service Account. https://cloud.google.com/dialogflow/docs/ contains official documentation for DialogFlow.

Upload your avatar and click Next once your avatar has been uploaded in the Avatar section of the page.

You will be directed to the Done page where you can create your Virtual Agent by clicking the Finish button.

This card appears on the Website’s Features page. Virtual Agents are used in a number of chat templates, as can be seen from the In Use label on their cards. A zero appears on the label of new Virtual Agents.

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