AI Assistant skills are core components that power the suggested responses feature in Webex Contact Center. These intelligent configurations define how the AI Assistant provide real-time guidance to human agents. As an administrator, you use the Webex AI Studio to create, configure, and manage these skills, tailoring them to the specific needs of your contact center’s queues and interaction types.

This article guides you through accessing the Webex AI Studio, understanding its environment, and the detailed process of creating and managing AI Assistant skills.

Accessing Webex AI Studio

To access the Webex AI Studio, follow the instructions:

1

Sign in to Control Hub and navigate to Services > Contact Center.

2

Go to AI Assistant under Desktop Experience in the navigation pane.

3

Under the Suggested responses section, click the Manage AI Assistant skills link. The AI Assistant skills dashboard opens in a new browser tab within the Webex AI Studio.

Understanding Webex AI Studio

The Webex AI Studio provides dedicated dashboards for managing AI Assistant skills and AI Agents.

  • If your organization uses only suggested responses, the AI Assistant skills dashboard is displayed by default.
  • If your organization also uses AI Agents, both the AI Assistant skills and AI Agents dashboards are available, allowing you to switch between them, as needed.

Understanding AI Assistant skills Dashboard

The AI Assistant skills dashboard serves as your central hub for comprehensive management of all AI Assistant skills configured for suggested responses. It provides an overview of your existing skills and quick access to various management functions.

Dashboard display

On the dashboard, AI Assistant skills are presented as cards or rows in a list view. Each entry provides key details for quick reference:

  • Skill Name: The descriptive name you assigned to the AI Assistant skill.
  • Queues: The number of queues the skill is currently linked to.
  • Assistant's Goal: A brief description of the skill's purpose.
  • Last Modified: The date and time the skill was last updated.
  • Last Modified By: The user who last modified the skill.
  • Creation Date: The date the skill was created.
  • Created By: The user who created the skill.

Dashboard actions

From the main dashboard, you can perform the following actions to manage your AI Assistant skills efficiently:

  • Create a new AI Assistant skill: Click + Create skills to begin configuring a new AI Assistant skill from scratch.
  • Import AI Assistant skill: Use Import skills to upload AI Assistant skills in JSON format. This allows you to quickly add pre-configured skills or restore backups from external sources.
  • Search and filter: Utilize the search bar to quickly find skills by name, linked queue, or last modified date.
  • Preview: Open the skill's preview widget to test its responses in a simulated environment.

Individual skill management

For each individual AI Assistant skill listed on the dashboard, you can access additional management options:

  • Modify skill settings: Click on any skill's name or card to open its configuration page and modify its settings, including its profile, knowledge base, and actions.
  • Quick actions: Access quick actions for a specific skill by clicking the ellipsis icon (three dots) to perform tasks such as:
    • Pin: Pin the skill to the top of your dashboard for quick access.
    • Copy Access Token: Copy the skill's access token for seamless integration, authentication, and testing in external applications or development environments.
    • Export: Export the skill's details (in JSON format) to your local folder for backup or transfer.
    • Delete: Permanently delete the AI Assistant skill.

If you attempt to delete a skill that is linked to one or more queues, a confirmation message appears, informing you that the skill is in use. You must confirm before proceeding. If confirmed, the Control Hub is notified of the deletion.

Creating AI Assistant skills

Follow these steps to configure an AI Assistant skill that provides relevant suggestions to your agents:

1

On the AI Assistant skills dashboard, click + Create skills.

2

Select Start from scratch and click Next.

3

Enter a clear, descriptive name in the Skill name field.

The System ID field, which uniquely identifies the skill, is automatically populated based on the Skill name.

4

Provide a concise goal in the Goal field.

Example:“You are a helpful and polite assistant that helps agents answer queries regarding lost baggage and recommend necessary actions.”

For best practices, refer to the Defining goal section.

5

Click Create.

6

On the Skill Configuration screen, the Profile tab is selected by default. In the Instructions text box, provide detailed, step-by-step guidance for the AI’s behavior and response generation.

For best practices, refer to the Crafting instructions section.
7

Switch to the Knowledge tab to select a relevant knowledge base. The skill uses this source to generate suggestions. If a suitable knowledge base does not exist, click + Add new. After creating it, you will return to the skill configuration panel.

  • Each skill can be linked to only one knowledge base.
  • Both AI Assistant skills and AI Agents can use the same knowledge base.

For best practices on organizing a knowledge base, refer to the Structuring Knowledge bases section.

8

Go to the Actions tab to enable, disable, edit, or delete actions. You can also create new actions by clicking + New action.

Actions enable AI skills to suggest or perform specific tasks (such as creating cases, retrieving information, sending emails, or performing integrations), in addition to suggesting information that can be used to respond to the customers.

If you are not connecting to a knowledge base, add at least one action.

For best practices, refer to the Defining actions section.

For detailed instructions, refer to the Configuring actions for AI Assistant skills article.

9

When all required fields are complete, click Save changes.

Before publishing a skill, test its behavior using the Preview button. This allows you to validate the relevance and accuracy of suggestions.

For detailed information, refer to the Previewing AI Assistant skill responses section.

10

Click Publish to finalize the skill.

Note on AI engine: The AI model used for this feature is GPT-4o-mini, to ensure optimal performance and reliability.

What's next?

After creating and configuring your AI Assistant skills, proceed with the next steps in deploying suggested responses for your contact center:

  • Assign AI Assistant skills to queues: To make your skills available to agents, assign them to the relevant contact center queues. Refer to the Link AI Assistant skills to queues article.

Once your skills are assigned and actions are configured (if needed), continue to test and monitor the suggested responses feature to ensure optimal agent performance and customer experience. For guidance on monitoring and continuous improvement, refer to the Test and monitor suggested responses performance article.