Use this article to create the Contact Center AI (CCAI) configuration for features such as Virtual Agent–voice and Agent Answers.
The Contact Center AI configuration leverages the Google CCAI connector to invoke bot agent service provided as part of conversation profile or knowledge bases.
This contact center solution offers the following CCAI features:
Virtual Agent handles conversation with a contact center caller through IVR flows.
Agent Answers empowers agents with real-time assistance during the call.
The CCAI features and their availability in contact center solutions are shown in the following table:
|Contact Center solution||CCAI feature||Data Center|
Before you begin
Ensure that the Google Contact Center AI Connector is created. For more details, see the article Google Contact Center AI Connector.
Create a conversation profile using the credentials shared in the email. For more information, see the article Create a conversation profile using Google Contact Center AI (CCAI).
While creating the conversation profile, make sure to enable the Enable virtual agent option under Choose to use Dialogflow.
Sign in to Control Hub using the customer organization credentials and navigate to .
In the Config Name field, enter a unique name for the configuration.
(Optional) In the Description field, enter a brief description of the configuration.
In the Contact Center AI Connector field, choose one of the following connector type options:
The configured connectors get populated in the drop-down list based on the chosen connector type.
From the Select a Connector drop-down list, select a connector.
The connector-specific configurations appear based on the chosen connector.
In the Google Conversation Profile field, enter the Google Conversation Profile ID of the Google Cloud Knowledge Base.
Choose one or more options to set the default configuration of the CCAI feature:
You receive a confirmation message after the configuration is successfully saved. The configured card, with a Contact Center AI label, appears on the Features page.