Creating Virtual Assistants

Virtual Assistants can be configured to provide support for both your customers and your agents.

Before you begin building your Virtual Assistant, make sure that the following components are configured:

  1. Chat Entry Points (Need to be created only while configuring Virtual Assistants for customers)

  2. Case Base Author

  3. Starter Case Base

  4. Portal for the Virtual Assistant

Creating the Virtual Assistant

Only users with the AI Administrator role can create new Virtual Assistants. Additionally, users require the Author role to view and edit the case base and portal properties in the Knowledge Console.

To create a new assistant:

  1. From the Navigation menu, browse to Bots > Assistants.

  2. From the List page toolbar, click the New  button.

  3. The Create Assistant page opens. On the Assistant Details tab, provide the following details:

    1. Department: From the dropdown menu, choose a department. Users can only select the department that the user belongs to.  

    2. Default Bot: Choose a type of bot from the drop down menu. You can create the following types of bots:

      1. Customer Bot: Select this option to configure bots to assist customers by providing solutions to their queries.

      2. Agent Bot: Select this option to configure bots to assist agents while interacting with customers. 

      3. Instant Answer: Select this option to configure Instant Answer to aid users on portals by providing them with instant solutions based on their search query.  

    3. Name: Provide a name for the Virtual Assistant.

      The value for the name field should only contain alphanumeric characters or the underscore (_) or hyphen (-) character without any space in between. Also, make sure that the name does not start or end with the hyphen or underscore. 

    4. Description: Provide a suitable description.

    5. Session Timeout (in minutes): Set the amount of time for user inactivity after which the Virtual Assistant session is suspended. The default value for this field is 30.

      The minimum value for this field is 1 minute and the maximum value is 240 minutes.

    6. Register Bot as Conversation Participant: This field is applicable only for customer bots. From the dropdown menu, select Yes if you want to register the bot as a Messaging Hub participant. 

  4. Next, go to the AI Configuration tab and provide the required details. For more information, see Configuring AI Settings.

  5. Next, go to the Classifier Configuration tab and provide the required details. For more information, see Configuring Classifier Settings.

  6. Next, go to the Other Configuration tab and provide the required details. For more information, see Configuring Chat Settings.

  7. Next, go to the Screen Texts tab and provide the required details. For more information, see Configuring Screen Text Settings. 

  8. Click the Save button.

Once you have created the virtual assistant, it can be viewed on the Assistants page with the following details:

  1. Assistant ID: This is an automatically generated numeric ID for the virtual assistant.

  2. Name: This is the name provided to the virtual assistant.

  3. Version: This is the application version number on which the virtual assistant is created.

  4. Description: This column provides a brief description of the virtual assistant.

  5. Department: This column denotes the department in which the virtual assistant is created.

  6. Bot Type: The value for this column can be Agent, Customer, or Instant Answer.

  7. Created: This column denotes the date of creation for the virtual assistant. If the virtual assistant is edited, then this column denotes the date on which the changes are made.

  8. Portal: Clicking this button takes the user to the portal page in the Knowledge Console where the virtual assistant is deployed. 

  9. Dialog: Clicking this button takes the user to the case base page in the Knowledge Console.

  10. Chat: Clicking this button allows users to test the flow of the case base.

    The Chat button is only visible to those users that have the Botmaster Analyst role assigned to them.