Create Copilot for Agents Profiles

After initially setting up CXone Mpower Copilot for Agents with help from your Account Representative, you must create a Studio script and an Copilot for Agents profile in CXone Mpower. 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 next-best responses, but support agents to see both next-best responses and KB answers.

Complete each of these tasks in the order given.

Create a Script for Copilot for Agents

Required permissions: Studio Script View, Create/Edit

You need to create or modify at least one Studio script to set up Copilot for Agents in your contact center. The scripts must:

  • Be designed to route interactions by skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to the agents you want Copilot for Agents to be available for.
  • Include the Agent Assist Studio action. It must be placed in your script after the ONANSWER or ONASSIGNMENT action.
  • Include a SNIPPET action before the AGENT ASSIST action, if you're working with a digital script. Give this SNIPPET action a Caption of Set AgentID. Copy the following line of code and paste it into the Text View tab of the Editor window.
ASSIGN global:__AgentId = "{AGENTID}""

To complete the configuration of your script: 

    • 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.

Create a Copilot for Agents Profile

Permissions Required: Integrations > Launch Integrations

You need to create at least one Copilot for Agents profile in Agent Assist Hub. Each profile is a separate agent assist app in Agent Assist Hub.

Enter General Information about the Copilot for Agents Profile

Navigate to Agent Assist Hub and configure the fields on the General Information tab of the profile.

  1. Click the app selector icon of app selector and select Other > Automation & AI and then click Agent Assist Hub.
  2. Click Add Agent Assist App.
  3. In the Agent Assist App Name field, enter a name for this Copilot for Agents profile.
  4. In the list under Select Agent Assist App Type, click Enlighten Agent Copilot.
  5. Select the Language you want Copilot for Agents to use.
  6. Enable HIDE RTIG PANEL FOR AGENT. Copilot for Agents will not work correctly if it is disabled.

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

    Response Tone Details

    Casual

    Suggested responses are relaxed and friendly. For example, "Oh no! Let's get this fixed. Can I have 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?"
    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?"
    Formal Suggested responses are precise and proper. For example, "I apologize for the inconvenience this has caused you. Please provide 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.
  10. Click Next.

Configure the Copilot for Agents Profile

Configure the fields on the Configuration tab of the profile.

  1. Under Channels, select the channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want this Copilot for Agents profile to apply to.
  2. If you selected Voice in the previous step, select a Transcription Service. Select None in this drop-down if you are using the CONTINUOUS TRANSCRIPTION action in your Studio script. When using CONTINUOUS TRANSCRIPTION, you select your transcription service in that action's wizard instead of in the Copilot for Agents profile. Use CONTINUOUS TRANSCRIPTION if you plan to use Copilot for Agents along with another Agent Assist Hub application, such as CXone Mpower AutoSummary.

  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.
    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.
    Final Summary

    Also called Copilot AutoSummary. This generates summaries of finished interactions. 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.

    Use the drop-down for Final Summary Profile to select the prompt profile you want to use for this summary.
    Behavioral Guidance

    Suggested responses based on what the contact says. For example, if a contact says their order is late, the suggested response could be, "I'm sorry your order is late. I'm here to help!"

    Use the drop-down for Response Length to select the target word count. In the # Of Response field, enter the number of responses you want Copilot for Agents to generate at a time.

  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. 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.
    2. 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.
    3. In Response Length, select how long you want the journey summary to be: Short (0 - 25 words), Medium (26 - 50 words), or Long (51 - 100 words).
    4. 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.
  7. Click Next.

Integrate the Copilot for Agents Profile with a Expert Knowledge Base

To integrate Copilot for Agents with your Expert knowledge baseClosed A website that stores troubleshooting articles. (KB), configure the fields on the Knowledge tab of the profile.

  1. Turn on Enable Expert Copilot Integration.
  2. Enter your Client Key, Client Secret, and Site URL.
  3. 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.
  4. 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.

  5. 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.

    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.

  6. 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.

  7. 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.

  8. 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:

    • 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.

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

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

    • 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.

  9. 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.

  10. 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.

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

  12. Enable KB Web Links to display links to articles in your Expert knowledge base. Configure the Maximum number of links that are displayed.

  13. Enable KB Images to display images from articles in your Expert knowledge base. Configure the Maximum number of images that are displayed.

  14. 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.

  15. Click Create.

Assign a Profile to a Studio Script

Required permissions: Studio Script View, Create/Edit

Use these example scripts for voice and digital.

The digital example script, with ONASSIGNMENT, SNIPPET, and AGENT ASSIST actions.

  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. If you're using Desktop Studio, double-click the Agent Assist action to open Agent Assist Hub. If you're using Studio, click open editor on the Agent Assist action.

  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 app or profile you want to assign to this script.
  5. Click Close.

Assign Multiple Profiles to a Studio Script

Required permissions: Studio Script View, Create/Edit

You can use Studio variables to assign multiple Copilot for Agents profiles to one Studio script. You then use logic code that determines when each profile is used.

Use these example scripts for voice and digital.

The digital example script, with ONASSIGNMENT, two SNIPPET, and AGENT ASSIST actions.

These steps describe a simple example of assigning two Copilot for Agents profiles to one script. Your script might be more complex. Contact CXone Mpower Services for the best design and implementation.

  1. In Studio, open the script you want to use.

  2. If you haven't done so already, add an AGENT ASSIST action to the correct location in your script.

  3. Add a SNIPPET action before the AGENT ASSIST action and connect them.

  4. Double-click the SNIPPET action.

  5. In the Snippet editor window, create three variables. You need two variables to hold the Copilot for Agents profile names, and one variable to hold the name of the profile you want the script to use when it runs. 

    ASSIGN profile1="Profile1"
ASSIGN profile2="Profile2"
ASSIGN profileToUse = "profile2"

  6. Underneath those variables, enter logic code that determines when each profile is used. This code changes the value of the profileToUse variable.

  7. Double-click the AGENT ASSIST action to open Agent Assist Hub.

  8. For each Copilot for Agents profile you want to use:

    1. Click the profile name in the left column.

    2. Copy the profile name from the General tab.

      The profile name appears on the General tab in Agent Assist Hub, under Agent Assist App Name.

    3. Paste it into the snippet code you created previously as the value of one of the profile name variables. In the previous example code, the variable names are profile1 and profile2.

      ASSIGN profile1="MyCopilot"
ASSIGN profile2="MyCopilot2"
ASSIGN profileToUse = "profile2"

  9. Right-click the AGENT ASSIST action. In the assistLaunchConfigName property, enter {profileToUse}. This is the name of the variable that holds the profile you want the script to use, enclosed in curly brackets.

    In the Agent Assist properties window, {profileToUse} is entered in the assistLaunchConfigName parameter.

  10. Save your script.