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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
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Ensure that the Cloud Connect publisher and subscriber nodes are installed.
For more information, see the Create VM for Cloud Connect Publisher and Create VM for Cloud Connect Subscriber sections in Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.
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Register Cloud Connect in the Unified CCE Administration console to establish a secure and trusted communication channel between the Cisco Contact Center on-premises deployment and cloud services.
For details, see the Cloud Connect Administration section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
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Configure Cloud Connect with CVP and VVB devices in Unified CCE Administration.
For more information, see Configure Cloud Connect Section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
After an upgrade, Cloud Connect must be reconfigured with VVB devices.
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Import the Cloud Connect certificate to the CVP and VVB servers.
For more information, see the Unified CVP Security > Import Cloud Connect Certificate to Unified CVP Keystore section in the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.
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Configure the Virtual Agent Voice (VAV) elements to enable Call Studio applications to communicate with the CCAI services.
For more information, see the section Settings of the VirtualAgentVoice chapter in 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.
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 |
Launch the Webex AI Agent Studio |
See the section Access Webex AI Agent Studio in the Webex AI Agent Studio Administration guide. |
|
2 |
Create and configure the AI agents |
See the section Set up scripted AI agent section in the Webex AI Agent Studio Administration guide. |
|
3 |
After you configure the AI Agent in Webex AI Agent Studio, copy the Agent ID of your configured AI Agent. |
See the section Create a scripted AI agent of the Webex AI Agent Studio Administration guide. |
|
4 |
In the Call Studio application, configure the Agent ID property of the Virtual Agent Voice element settings by copying the Agent ID configured in the Webex AI Agent Studio. Unified CVP invokes the script and sends the Agent ID to the orchestrator. The orchestrator invokes the Agent 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.
Prerequisites
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Integrate Webex Connect and Contact Center Enterprise. Webex Connect and Contact Center Enterprise integration currently supports six channels, namely WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business, and Live Chat. For more information on the integration, see the chapter Digital Channels Integration Using Webex Connect in the Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.
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Configure your digital channel. For more information to configure the channel assets for each of these channels, see the section Channel Asset Configuration of the Webex Connect Documentation at https://help.webexconnect.io/docs/channel-asset-configuration-cce.
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Creating flows using the flow builder. For more information, see the section Creating a Flow on Webex Connect of the Webex Connect Documentation at https://help.webexconnect.io/docs/create-a-new-flow.
Setup AI Agents
The following sections detail the configuration flow for integrating AI agents with the digital channel, enabling them to manage text-based customer interactions effectively:
|
Step |
Task |
Reference |
|---|---|---|
|
1 |
Launch the Webex AI Agent Studio |
See the section Access Webex AI Agent Studio in the Webex AI Agent Studio Administration guide. |
|
2 |
Create and configure the AI agents |
See the section Set up scripted AI agent and Setup Autonomous AI Agent in the Webex AI Agent Studio Administration guide. |
|
3 |
Create and configure the flows of Webex Connect |
See the section Flow Configurations of the Webex Connect Documentation at https://help.webexconnect.io/docs/cce-flow-configurations. |
|
4 |
Integrate AI Agents into your Webex Connect flows by using AI Agent pre-built integration node. |
See the section AI Agent of the Webex Connect Documentation at https://help.webexconnect.io/docs/ai-agent-node. |
