Integrate Google Contact Center AI

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Permissions Required: Automation & AI > Launch Automation & AI Studio Script View, Create/Edit

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Create a Script

Use the following samples as a foundation to create the scripts to integrate your agent assist application into CXone. Inbound and outbound interactions require separate scripts. The following image shows the essential actions for an inbound script:

An example script showing the onAnswer action connected to the Rest API action, which is connected to the Agent Assist action.

This image shows the essential actions for an outbound script: 

In both scripts, the Script Param Payload Snippet is optional. You only need to include it if you need to pass parameters to the agent assist application. If you're using speech context hints to improve recognition during conversations, you need to add them in a Script Parameters snippet.

To complete the script, you must: 

  • Connect the other branches of each action, as described in the scripting guidelines for agent assist applications.
  • Add other actions, configurations, and scripting logic as needed so the script functions as required in your environment.
  • Ensure that the optional Script Param Payload Snippet action contains the custom payload JSON to send to the agent assist provider.

  • Ensure that the scriptParams property in the Agent Assist action is set to {customPayloadJSON}. This is only required if you include the optional Snippet action with custom payload.
  • Assign the Google CCAI configuration app to the Agent Assist action.
    • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
    • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
    • Complete any additional scripting and test the script.

Use Conversation ID in Scripts

Each conversation that Google Contact Center AI handles has a unique ID that applies to all messages in that conversation. This ID allows you to do things such as:

  • Retrieve knowledge base articles to give to agents.
  • Extract conversation summaries.
  • Use the ID in CCAI Insights or Google Cloud Platform (GCP) logs.

CXone cannot use CCAI conversation IDs. To accomplish these tasks when you use CCAI with CXone, you need to configure your Studio script to assign conversation IDs that you can then map to CCAI or your GCP account.

  1. Configure your script to generate conversation IDs. You can do this using an Assign Conversation ID Snippet action in your script.

  2. Use the variable that you defined in the Assign Conversation ID Snippet in GCP or CCAI to map the variable to the data you want to pull into your script. For example, you might use CCAI API endpoints that use a conversation ID to find conversations or other resources.
  3. Configure your script to receive the data from GCP/CCAI.

Add an App to Agent Assist Hub

You need to add an app for CCAIExpert Assist to Agent Assist Hub. This establishes a connection between CXone and your agent assist provider.

  1. Click the app selector and select Other > Automation & AI and then click Agent Assist Hub.
  2. Click Add Agent Assist App.

  3. Enter an Agent Assist App Name and click CCAI Knowledge AssistExpert Assist in the list of agent assist providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following table.

  6. Click Create.

  7. Click Close.

Assign the CCAI App to an Action

If you haven't done so already, you need to assign the Google Contact Center AI app to the Agent Assist actionClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script.

  1. In Studio, open the script you want to use.
  2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

  3. Double-click the Agent Assist action to open Agent Assist Hub.

  4. In the left column, click the checkmark in a circle A light gray checkmark inside a light gray circle. next to the agent assist application or profile you want to assign to this script.
  5. Click Close.