Contact Center AI Integrations with Google Setup
Use this article to integrate with different CCAI providers to enable features like Agent Answers and Virtual Agent (Voice).
To create a Conversation Profile:
1.First, using your Google account, log in to the Google Cloud Platform (GCP), and then complete the following steps:
a. Begin by establishing a project on Google Cloud. One way to keep track of all of your Google Cloud resources is through a project in Google Cloud. Visit https://cloud.google.com/resource-manager/docs/creating-managing-projects for more information regarding the process of putting together a project.
b. Once a project has been created, be sure to make a note of the project ID. During step 3, you will communicate this project ID to the Cisco agent so that they may set up your Google Cloud Service Account. See the section on Identifying Projects for more information on how to acquire the project ID.
c. To enable the beta features for the agent, click the Settings button that is located to the left of the agent’s name in the left pane, and then toggle the button labeled “Enable the beta features and APIs.”
d. Establish a database of relevant information. A knowledge base is a collection of papers that are used to generate suggestions that are then presented in the Agent Answers gadget. Visit https://cloud.google.com/dialogflow/es/docs/how/knowledge-bases for further information on how to build a knowledge base.
2. Make a Conversation profile by utilizing the User Interface for the Agent Assist. It is possible to configure agents and related services for an agent using something called a Conversation profile. Create a Conversation profile for more information on how to do this.
3. In order to set up a Google Cloud Service Account, you will need to inform your Cisco representative of both the project ID (obtained in step 1-b) and the email address (which will be used to log in to GCP).
This Service Account will be charged for any use fees incurred by your Google Cloud project. For more, check https://cloud.google.com/iam/docs/creating-managing-service-accounts.
After the creation of the Service Account, a notification email will be sent to the email address that is used to sign in to GCP. This email will contain the Google Cloud Service Account ID as well as the Project Name.
What to do next
Adjust the settings for the Google CCAI connector. Please refer to the article “Configure Google Contact Center AI Connector” for any additional information.