Create Copilot for Agents Profiles

This is the second step of setting up Copilot for Agents. The first step is to contact your Account Representative to enable Copilot for Agents and Agent Assist Hub for your organization.

You need to create at least one Copilot for Agents profile. You can create additional profiles to customize the Copilot for Agents experience for different business requirements. For example, you may want billing and sales agents to see only customer sentiment, but support agents to see both customer sentiment and KB answers. Each profile is a separate agent assist app.

Complete each of these tasks in the order given.

Enter General Information about the Copilot for Agents Profile

Navigate to the Copilot for Agents Config page and configure the fields on the General tab of the profile.

  1. In CXone Mpower, click the app selector and select Admin.

  2. Select AI Studio >  Copilot for Agents Config.
  3. Click Add Copilot Profile.
  4. In the Copilot Profile Name field, enter a name for this Copilot for Agents profile.
  5. In the Profile Type drop-down, select Copilot.
  6. Select the Language you want Copilot for Agents to use.

  7. In the Generative Response Tone drop-down, select the tone of voice you want Copilot for Agents to use.

    Response Tone Details
    Formal Suggested responses are precise and proper. For example, "I apologize for the inconvenience this has caused you. Please provide your order number."

    Casual

    Suggested responses are relaxed and friendly. For example, "Oh no! Let's get this fixed. Can I have your order number?"
    Empathetic Suggested responses show empathy for the contact's negative experience. For example, "I'm sorry you're having trouble with your order. This must have been difficult to deal with. I'm here to help! To start, can you send me your order number?"
    Confident Suggested responses are sure and upbeat. For example, "Don't worry. I'll make sure this problem gets fixed. Can you please send me your order number?"
    Instructive Suggested responses provide clear, straightforward instructions. For example, "Send me your order number. To find it, open your profile and scroll down to the My Orders section."

  8. In the Copilot Persona field, enter a short, specific persona description for this Copilot for Agents profile. The persona description describes its role and purpose. For example, You are a friendly agent assistant answering questions about billing. This gives Copilot for Agents context and instructions to help it generate more relevant suggestions. The maximum character count is 250.

    Make your Copilot Persona description concise and easy to understand. A poorly written description may result in poor suggestions from Copilot for Agents.

    • "You're a technical expert answering questions about our appliance company, OneAppliance. OneAppliance sells and services washers, dryers, and dishwashers. Be succinct and use technical language."

    • "You're an assistant for customer service agents answering questions about our university, OneUniversity. One University is an accredited four-year online university. Be friendly and use concise language."

    • "You're a banking expert answering questions about our bank, OneBank. Common topics include personal finance, investing, and taxes. Your specialty is taxes. Be as concise as possible."

  9. To display a disclaimer to agents that AI is being used, enable AI Disclosure for Agent. The disclaimer displays to agents as a card in Copilot for Agents.
    1. Enter a title for the disclosure. The default is Legal Disclosure. You can enter up to 75 characters.
    2. In the AI Disclosure Description field, enter a description for the disclosure. For example, Copilot's answers are generated with AI. Always check to make sure the answer is correct before sending. You can enter up to 1000 characters.

Configure the Copilot for Agents Profile

Configure the fields on the Configuration tab of the profile.

  1. Click the Configuration tab at the top of the profile.
  2. Under Channels, select the channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. you want this Copilot for Agents profile to apply to.

  3. In the AI Response Settings section, enable the types of content you want Copilot for Agents to generate.

    Option Details
    Sentiment

    The contact's current mood: Positive, Negative, or Neutral. Includes the reason for the sentiment.

    Use the drop-down for Reason Length to set the target word count.

    To use Copilot with MAX, disable this setting.

    Real-Time Summary

    Summaries of live interactions. As the interaction progresses, its real-time summary updates.

    Use the drop-down for Response Length to select the target word count.

    To use Copilot with MAX, disable this setting.

    Generate Autosummary

    Generates a summary of finished interactions.

    Use the drop-down for Auto Summary Profile to select the prompt profile to use for this summary.

    These appear in the Notes field in Agent. They can be passed to a supported CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. application.

    • Enable Send Autosummary to Outcome Panel to show the summary in the Notes field in Agent.

    • Enable Show Autosummary Card to show the summary as a Copilot for Agents card.

    Self-Service Transfer Summary

    Generates a summary of a self-service interaction. This assists agents get up to speed quickly when handling an escalated interaction.

  4. To enable Copilot for Agents to generate email responses, enable Email Channel. Then configure the other fields in the Email Channel section to customize the email experience.

    This feature is part of a Controlled Release program. Contact your Account Representative if you're interested in knowing more.

    1. In Editing Options, select the editing options you want to appear to agents. Agents can use these to prompt Copilot for Agents to edit parts of its generated email response. The options include:
      • Simplify: Use simpler, fewer words.
      • Rephrase: Rewrite generally.
    2. Use the drop-down for Response Length to select the target word count.

  5. In the Feedback Detail Card section, enable the types of feedback you want agents to provide about Copilot for Agents.

    Feedback is supported for these channels:

    Option Details
    Overall Subcard

    Allows agents to enter general feedback about their experience with Copilot for Agents.
    Per-Suggestion Subcards

    Allows agents to provide feedback about each KB answer generated during the interaction.
    Positive Feedback

    Allows agents to provide additional context about the KB answers they liked, inserted, or sent through:

    • Feedback Comments: Enable this to allow agents to enter comments to provide context about their feedback.

    • Feedback Tags: Enable this to allow agents to apply tags to their feedback.
    Negative Feedback

    Allows agents to provide additional context about the KB answers they disliked through:

    • Feedback Comments: Enable this to allow agents to enter comments to provide context about their feedback.

    • Feedback Tags: Enable this to allow agents to apply tags to their feedback.
    Unrated Feedback Allows agents to like or dislike KB answers they didn't like or dislike during the interaction. If they select Like icon of a thumbs up., tags and a space for comments appear if you enabled them for Positive Feedback. If they select Dislike icon of a thumbs down., tags and a space for comments appear if you enabled them for Negative Feedback.
  6. To enable Copilot for Agents to generate journey summaries, enable Journey Summary. Then configure the other fields in the Journey Summary section to customize the journey summary experience.

    1. Use the drop-down for Journey Summary Profile to select the prompt profile you want to use for this summary.

    2. In Interaction Count, enter the number of past interactions you want to include in the journey summary. For example, if you enter 2, only the past two interactions with the contactClosed The person interacting with an agent, IVR, or bot in your contact center. will be used to generate the journey summary. You can enter a number 1 through 5.
    3. In Interaction Period, select the maximum number of days you want to include in the journey summary. For example, if you select Last 30 days, only interactions from the past 30 days will be used to generate the journey summary. You can also select Custom, enter a number of days, and click Save.
    4. In Response Length, select how long you want the journey summary to be: Short (0 - 10 words), Medium (11 - 20 words), or Long (21 - 30 words).
    5. To give agents the option to expand icon of four arrows pointing opposite directions. the journey summary to view details about each of the past interactions, enable Detail View.

Integrate the Copilot for Agents Profile with a Knowledge Base

To integrate Copilot for Agents with your knowledge baseClosed A knowledge management system that hosts knowledge articles. (KB), configure the fields on the Knowledge tab of the profile. There are two connectors you can use to do this:

  • Knowledge Hub: Allows you to connect eGain, CXone Mpower Expert, Guru, Microsoft SharePoint, Salesforce, ServiceNow, Zendesk, or a custom knowledge source to Copilot for Agents.

    To use the Knowledge Hub connector, you need a Knowledge Hub knowledge base (KB). Knowledge Hub KBs connect your knowledge source to CXone Mpower. Your Account Representative creates Knowledge Hub KBs for you.

  • Direct Expert Connector: Allows you to connect CXone Mpower Expert to Copilot for Agents.

Using the Knowledge Hub Connector

  1. Click the Knowledge tab at the top of the profile.

  2. In the Knowledge Source drop-down, select Knowledge Hub.

  3. Turn on Enable KB Answers.

  4. In Knowledge Hub Profile drop-down, select the Knowledge Hub knowledge base (KB) to use. Knowledge Hub KBs connect your knowledge source to CXone Mpower. Your Account Representative creates Knowledge Hub KBs for you.

  5. Enable Agent Manual Query Input to display a search bar at the bottom of Copilot for Agents. This search bar allows agents to prompt Copilot for Agents. Select the prompt profile to use from the Manual Query Prompt drop-down.

  6. Configure the fields under Primary KB Answer Configuration.

    Field Details
    KB Answer Prompt Use this drop-down to select the prompt profile you want to use for KB answers.
    Article Count The maximum number of KB articles used to generate the KB answer. You can enter a number 1 through 5.
    Primary Assets Are Shareable

    Enable to display the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for links or images from KB answers.
    Primary Like and Dislike Feedback Enable to display the Like icon of a thumbs up. and Dislike icon of a thumbs down. icons for KB answers.
    Primary Process Steps Enable to use the process steps add-on.
    Enable KB Web Links Turns on KB web links.
    Web Link Maximum Count The maximum number of KB web links displayed at once.
    Enable KB Images Turns on KB images.
    Image Maximum Count The maximum number of KB images displayed at once.
    Primary Content Sub-Filters and Metadata

    Allows you select tags and values to filter by. This restricts KB answer access to the knowledge source. For example, Plan = Gold only gives the KB answers access to articles with the Plan filter set to Gold.

    You can configure different operators for filters, such as equals (=) and does not equal (≠), as well as and/or logic between filters and filter groups.

    Click Add Filter Group, then configure a filter by entering a key, selecting an operator, and entering a value. Click Add Filter to add another filter to the group. You can add up to five filter groups, with five filters per group.

  7. Click Save. The Copilot for Agents profile is now created.

Using Direct Expert Connector

  1. Click the Knowledge tab at the top of the profile.
  2. Click Enable KB Answers.

  3. In the Knowledge Source drop-down, select Expert.

  4. Enter your Client Key, Client Secret, and Site URL.
  5. To limit this Copilot for Agents profile's access to a specific section of your Expert KB, enter the path to that section in Default Path. It should be in this format: Page/Subpage. For example, if you enter Laundry/Dryers, Copilot for Agents will only have access to articles in the Laundry > Dryers section of the site. Click + to add more paths.
  6. To limit the number of Expert kernels Copilot for Agents uses when generating content, enter a numeral in Kernel Limit. For example, if you enter 2, Copilot for Agents only uses the top two kernels that relate to the contact's issue. You can enter a number 1 through 5.

  7. To require a match percentage for kernels, enter the decimal form of a percentage in Kernel Threshold. For example, if you enter 0.85, Copilot for Agents doesn't use kernels that are less than 85% a match for the contact's issue. The default value is 0.6. You can enter a number 0.05 through 0.9.

    Testing is useful in determining your optimal match percentage. It depends on the kind of questions contacts ask and the kind of knowledge content you have. If Copilot for Agents is providing too many unhelpful responses, increase your match percentage.

  8. Under Expert Copilot Features, enable Agent Manual Query Input to display a search bar at the bottom of Copilot for Agents. This search bar allows agents to prompt Copilot for Agents.

  9. Enable KB Answers to have Copilot for Agents suggest responses with solutions to the contact's issue. Copilot for Agents uses the articles in your Expert knowledge base to do this.

  10. In Expert, you can assign each article a privacy status using the Page Privacy setting . The possible privacy statuses are Private, Public, Semi-Private, and Semi-Public. Copilot for Agents only distinguishes between public and private Expert articles. Articles with a Page Privacy of Private or Semi-Private are considered private articles. Articles with a Page Privacy of Public or Semi-Public are considered public articles.

    You can configure how this Copilot for Agents profile handles public and private Expert articles when generating KB answers. In the Public and Private Content Presentation drop-down, select one of the following:

    • Public-only: Only use public Expert articles to generate KB answers.

    • Private-only: Only use private Expert articles to generate KB answers.

    • Separate Public and Private: Use both public and private Expert articles to generate KB answers. Information from public Expert articles is displayed in the main KB answer card. Information from private Expert articles is displayed in a sub-card.

    • Combine Public and Private: Use both public and private Expert articles to generate KB answers. Combine content from both into the same KB answer card.

    1. If you selected Separate Public and Private, Private-only, or Combine Public and Private in the Public and Private Content Presentation drop-down, configure the Private Shareable Assets field. This field determines if content from private Expert articles can be shared with customers through digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions:

      • Disable Private Shareable Assets to hide the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for private KB answers. Agents will not be able to send links or images from private KB answers.

      • Enable Private Shareable Assets to show the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for private KB answers. Agents will be able to send links and images from private KB answers.

    2. If you selected Separate Public and Private or Private-only in the Public and Private Content Presentation drop-down, customize the KB answer card for private KB answers:

      • In Private Response Title, enter the title of the private KB answer card. You can use this to alert agents that the content in this KB answer is private. For example, Internal Use Only.

      • In Private Response Tooltip, enter the hover tooltip text for the private KB answer card.

  11. To allow agents to provide feedback about KB answers generated using public KB articles, enable Public Feedback. You can configure the types of feedback agents can provide in the Feedback Detail Card section on the Configuration tab.

  12. To allow agents to provide feedback about KB answers generated using private KB articles, enable Private Feedback. You can configure the types of feedback agents can provide in the Feedback Detail Card section on the Configuration tab.

  13. In the Response Length drop-down, select the target word count for KB answers.

  14. Enable KB Web Links to display links to articles in your Expert knowledge base. Configure the Maximum number of links that are displayed. You can enter a number 1 through 5.

  15. Enable KB Images to display images from articles in your Expert knowledge base. Configure the Maximum number of images that are displayed. You can enter a number 1 through 5.

  16. Enable Process Steps to break down KB answers into individual steps. Agents can send one step at a time to walk the contact through the process of solving their issue.

    In order to see this option, your Account Representative must first enable Process Steps for your system.

  17. Click Save. The Copilot for Agents profile is now created.

Enable Task Assist

To enable and configure Task Assist, you must first configure a CXone Mpower Agent Builder bot to integrate with Copilot for Agents. Then, configure the fields on the Task Assist tab of the profile.

  1. Set up a Agent Builder taskbot.

  2. In CXone Mpower, click the app selector and select Admin > AI Studio > Copilot for Agents Config.

  3. Select the Copilot for Agents profile you just created.

  4. Click the Task Assist tab.

  5. In the Select Supporting Bot drop-down, select the Agent Builder taskbot you configured for Task Assist.

  6. Configure the Intent Library. This is a listing of the intents available with the selected taskbot.

    1. Select the intent from the list and select Icon that contains three stacked black dots.> Edit.

    2. The Bot Intent Name is prefilled to match the name of the intent you created in Agent Builder.

    3. Enter an Intent Name (Card Title). This is the name of the task that appears in Copilot for Agents. It should be agent-friendly and may be different from the Bot Intent Name.

    4. Enter an Intent Description (Card Description). This is the description of the task that appears to agents. It should help the agent make the right task choice even if some intents have similar names.

    5. Select a Timeout Duration. This is the amount of time Copilot for Agents will wait for the taskbot to retrieve data before timing out.

  7. If the agent needs to enter values for the intent, do the following:

    1. Enable Form Capture. Additional fields appear where you define the schema for a form to use to collect input from the agent.

    2. Define an agent input form and add the schema code to the Enter Adaptive Card JSON Schema here text box. You can do this in one of these ways:

      • Check the Select Template drop-down and see if there is an input form template that looks correct for your intent. Several templates are provided. If you see a match, select the template. The schema is added to the text box.

      • If no template looks correct, and if you are familiar with Microsoft, Adaptive CardsAn icon of a square with an arrow pointing from the center out to the upper right corner., you can create a custom agent input form in the Designer. When done adding the input fields and the submit button, copy the generated schema for the form into the Enter Adaptive Card JSON Schema here text box.

      • Or, if you are unfamiliar with Adaptive Cards, you can simply ask ChatGPT or any other LLM to generate the Adaptive Cards schema for your agent input form. For example, if you need two fields, one for city name and another for country name, you might ask ChatGPT:

        Create an Adaptive Card schema for a use case of a form that contains fields for City Name and Country Name

        Copy the generated schema into the Enter Adaptive Card JSON Schema here text box.

    3. Edit the schema for the form so that the IDs for the text fields match the slot name from the intent in Agent Builder. Click Add Inline Validation to add validation code to the form. This adds client side validation in the form. But you may also want to include some validation on the Agent Builder side.

  8. Configure the Card Fields List. This is the list of fields in your form that you will need to map to the intent's slots. You can have one or more slots for the same intent. 

    1. Click Add Slot.

    2. Enter the name of the Bot Slot. This should match the name of a slot created in Agent Builder for the intent you're working on.

    3. Set Slot Source to one of the following:

      • JSON Data: Use this option to set the JSON key. Find the key by adding a snippet action in the Studio script that predefines the context variables.

      • Transcript: Use this option when it is possible to get the slot value from the transcript. In the Transcript field, enter text that will help the LLM to identify the value from the transcript.

    4. Click Preview to view the fields and any preset values.

  9. Click Save.

Assign Skills and a Transcription Service

Configure the fields on the Assignments tab of the profile.

If you have already set up Copilot for Agents using scripting, you can continue with that implementation. If you are new to Copilot for Agents, and you are fine using skills to determine Copilot for Agents assignments, you can use the Assignments tab to assign skills and skip the scripting step.

  1. Click the Assignments tab at the top of the profile.

  2. Set Voice Transcription Provider to your transcription service.

  3. In the Assign Skills to Copilot section, click Add Skills to select the skills to assign to the profile.

  4. Click Add to List after selecting all the desired skills select the skills to assign to the profile.

  5. Click Save.