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Use AI Agents for Customer Interactions (Contact Center Enterprise)
Feedback?Once you've created and configured your AI agents in the Webex AI Agent Studio platform, the next step is to integrate them with the voice and digital channels. This integration allows the AI agents to handle voice-based conversations with your customers, providing a seamless and interactive user experience.
Access to the autonomous AI agent for the voice calls is currently limited to specific customers. For more information, please reach out to Cisco support.
The following sections detail the configuration flow for integrating AI agents with the voice channel, enabling them to manage voice-based customer interactions effectively.
Prerequisites
- Ensure that you are using Cloud Connect and Control Hub.
- Ensure that you have configure the required language in the Webex AI Agent Studio. For more information, see, Supported languages and voices for AI agents.
- Define Intents, entities and responses in the Webex AI Agent Studio. For more information, see, Understand intents, entities, and responses in AI Agent Studio.
- Launch the Webex AI Agent Studio, refer to the section Access Webex AI Agent Studio in the Webex AI Agent Studio Administration guide.
- Create and configure the AI agents. For more information, see Set up scripted AI agent section in the Webex AI Agent Studio Administration guide.
Setup AI agents
The following sections detail the configuration flow for integrating AI agents with the voice channel, enabling them to manage voice-based customer interactions effectively.
| Step | Task | Reference |
|---|---|---|
|
1 |
After you configure the AI Agent in Webex AI Agent Studio, copy the Agent ID of your configured AI Agent. |
See the Create a scripted AI agent section of the Webex AI Agent Studio Administration guide article |
|
2 |
In the Call Studio application, configure the Bot ID property of the Virtual Agent Voice element settings using this Agent ID. Unified CVP invokes the script and sends the Bot ID to the orchestrator. The orchestrator invokes the Bot ID. |
See the chapter Virtual Agent Voice of the Element Specifications for Cisco Unified CVP VXML Server and Call Studio at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html |
You can use an VAV node in the Call Studio application to answer specific queries from a corpus or knowledge base. You can also enable multiturn conversations. The AI agent can ask follow-up questions, understand context, and provide personalized responses.
Simply drag and drop the VAV node onto your Call Studio Application to get started. This node helps you use scripted AI agents configured within the Webex AI Agent Studio.
