The Contact Center AI configuration leverages the Google CCAI Connector to invoke the Contact Center AI service on your conversation profiles or knowledge bases.

Before you begin

1

Sign in to the customer organization using the URL https://admin.webex.com and navigate to Services > Contact Center > Features.

The configured cards appear on the Features page. A default Webex Contact Center AI Config card also appears on the page.

2

Click New > Contact Center AI Config.

3

In the Config Name field, enter a unique name for the configuration.

4

(Optional) In the Description field, enter a brief description of the configuration.

5

From the Google Contact Center AI Connectors drop-down list, select a connector.


 

Only active connectors are listed in the drop-down list.

6

In the Google Conversation Profile field, enter the Google Conversation Profile ID of the Google Cloud Knowledge Base.


 

You can get the Google Conversation Profile ID from the Google Cloud Platform. To copy the auto-generated Google Conversation Profile ID, go to the Agent Assist UI project and click the square shaped icon next to the Integration ID.

7

Choose one or both options to set the default configuration for the Contact Center AI feature:

  • Apply as default for Agent Answers—Set this as a default configuration in your solution for all calls that use the Agent Answer services.
  • Apply as default for Virtual Agent—Set this as a default configuration in your solution for all conversations that use Virtual Agent.
8

Click Save.

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.