The steps below describe the general process of setting up a CXone Mpower Autopilot (Amelia) text virtual agent. If you need help completing this process, contact your Account Representative.
To set up Autopilot (Amelia) as a voice virtual agent, contact your Account Representative. Setup for voice virtual agents happens outside of Virtual Agent Hub. It also involves custom scripting that requires additional assistance. The steps on this page apply to text virtual agents only.
Prerequisites
Before setting up Autopilot (Amelia), you must have:
- An account with Amelia.
- A fully configured and trained Amelia chat virtual agent.
- A chat-based digital channel
A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. set up and configured in CXone Mpower.
Prepare Your Autopilot (Amelia) Virtual Agent
Contact your Account Representative for assistance when working with CXone Mpower Experience Optimization (XO).
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Collect interaction transcriptions from your organization.
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Feed those transcriptions into XO. XO analyzes those transcriptions. It identifies utterances
State that allows an agent to complete work requirements after finishing an interaction and intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. -
Import the data from XO into Autopilot (Amelia). Autopilot (Amelia) uses those utterances and intents to build conversation flows.
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Review the custom scripting guidelines for Autopilot (Amelia).
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Follow the remaining steps on this page to integrate Autopilot (Amelia).
Create a Script
Required permissions:
You need at least one Studio script to route interactions to your virtual agent. Follow the .
You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.
When your virtual agent is ready to go into production, assign the script to one or more points of contact.
Add an App to Virtual Agent Hub
Required permissions:
Adding a configuration app to Virtual Agent Hub establishes the connection between CXone Mpower and your
- In CXone Mpower, click the app selector
and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub. - Click Add Bot.
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Enter a Virtual Agent (Bot) Name and click
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Click Next.
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Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.
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Click Next.
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If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, contact your Account Representative.
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Click Next.
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On the Transcript page, select the option for whether you want the conversation transcript and intent information captured. If this tab is not available, the feature is not enabled for your tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. Contact your Account Representative for more information about this feature. Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection.Learn more about fields in this step
Option Details Intent information only Select this option if you want to want to capture intent information only. Captured data is stored only for the duration of the interaction by default.
This option requires custom scripting.
Nothing Select this option if you don't want to capture conversation transcriptions or intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish information. Transcript and intent information Select this option if you want to capture both transcript and intent data. Captured data is only stored for the duration of the interaction by default.
This option requires custom scripting.
Transcript only Select this option if you want to capture transcript information only. Captured data is stored only for the duration of the interaction by default. This option requires custom scripting.
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Click Next.
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On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings.
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Click Add.
Autopilot (Amelia) Configuration Page Details
Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub
Learn more about fields in this step
|
Field |
Details |
|---|---|
| Integration Version |
Select the version of Virtual Agent Hub that you want to use. This option allows you to use a previous version of Virtual Agent Hub until you're ready to switch to a newly-released version. The available versions are:
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| SIP Configured |
Do not enable this option. If you're setting up a voice virtual agent, work with your Account Representative. |
| URL |
Your organization's URL for Autopilot (Amelia). Your Account Representative will provide this to you. This is a required field. |
| Amelia Domain |
Your organization's business sector, such as banking, healthcare, and so on. This determines the kind of information Autopilot (Amelia) is trained with. This is a required field. |
| Username |
Enter the user name your organization uses to log in to Autopilot (Amelia). This is a required field. |
| Password |
Enter the password your organization uses to log in to Autopilot (Amelia). This is a required field. |
| Silence BPN |
The name of the Business Process Network (BPN) that you want Autopilot (Amelia) to use when it detects silence or no input from the user. For example, CustomerSilence. |
| Welcome BPN |
The name of the BPN that contains the welcome message you want Amelia to use to start conversations. For example, CustomerWelcome. |
| External Provider Timeout |
Enter the number of seconds you want the script to wait for a response from . When the timeout is reached, control returns to the script, which takes the error branch. |
Assign the Autopilot (Amelia) App to a Studio Action
Required permissions:
When the virtual agent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.
- In Studio, open the script you want to modify.
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Locate the virtual agent action in the script and double-click it to open Virtual Agent Hub.
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In the left column, locate the virtual agent that you want to assign to the action and click the checkmark
next to it.An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the virtual agent app name into the Virtual Agent ID property of the Virtual Agent Hub action you're using.
- Click Close.
Test Your Virtual Agent
Required permissions:
You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can:
- Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
- Add custom payload JSON to test the virtual agent's handling of custom payload data.
- Trigger a welcome intent event to test how the virtual agent begins a conversation.
- Trigger a custom intent event to test any custom events you've created for your virtual agent.
- Trigger a timeout event to test how the virtual agent responds when the contact times out.
The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.
- In CXone Mpower, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
- Click to select the configuration app for the virtual agent you want to test from the list on the left.
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In the Test pane, enter a test message in the Type a message field and press Enter to send it.
- Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.
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Click More Options
to test other aspects of your virtual agent.Learn more about fields in this step
Field Details Add Custom Payload JSON Select to test sending custom payload JSON to your virtual agent.
Enter the custom payload in the Add Custom Payload JSON text box that appears on the Test + Add page. Press Enter after each line.
Send a test message when you're ready to test the custom payload. When you're finished testing custom payload, click Close on the Add Custom Payload JSON pane.
Trigger Welcome Intent Event Select to test the default Welcome intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. The virtual agent sends the welcome message. Enter a message to respond. Trigger Custom Intent Event Select to test a custom intent event. Enter the Event Name in the pop-up that appears and click Trigger. The virtual agent sends the message for the intent you entered. Send a response to test the intent. Trigger Timeout Event Select to view the default timeout intent. The virtual agent sends the timeout response message that it's configured with. - Click Reset to start your test again.
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If you need to make changes based on the results of your testing, you can:
- Modify the Studio scripts for the virtual agent.
- Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
- Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the
icon on it to indicate that the link opens an external site.
- Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
- When you're finished testing, click Close.