Integrate Expert Assist

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 Account Representative.

Prerequisites

Before you can set up Expert Assist to work withCXone Mpower, you must have:

  • A Expert knowledge base set up and configuredA square with an arrow pointing from the center to the upper right corner. with the knowledge articles you want to be available for your agents.
  • A server API tokenA square with an arrow pointing from the center to the upper right corner. for your instance of Expert.
  • A Expert user account. Expert Assist uses this account for authentication with Expert.

Create a Script

Required permissions: Studio Script View, Create/Edit

Use the following samples as a foundation to create the scripts to integrate your agent assist application into CXone Mpower. 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.

If your script is a custom personal queues script and includes agent-to-agent transfers, you must include the AGENT ASSIST action in the OnAnswer branch. This ensures that the transcript includes the segmentClosed A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. of the interaction after the transfer.

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.

Add an App to Agent Assist Hub

Required permissions: Automation & AI > Launch Automation & AI

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

  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. Enter an Agent Assist App Name and click Expert Assist in the list of agent assist providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following drop-down.

    Field

    Details
    Client Key

    Paste in the client key from the server API token you generated in Expert. This field is required.
    Client Secret Paste in the client secret from the server API token you generated in Expert. This field is required.
    Site URL Enter the base URL of your Expert instance. For example, yourcompany.mindtouch.us. This field is required.
    User Name Enter the name of the Expert user created for this integration. This field is required.
    Article Count Limit Enter the number of articles you want Expert Assist to show agents at a time. The articles appear in a panel on the side of the agent application.
    Participants

    Select whether you want the agent assist app to listen to the Patron Only, the Agent Only, or Both.

    This setting defines what part of the conversation Expert Assist uses. For example, if you select Patron Only, it only listens to the contact's side of the conversation. This means that the articles Expert Assist displays to the agent are based only on what the contact says or types.

  6. Click Create.

  7. Click Close.

Assign the Expert Assist App to an Action

If you haven't done so already, you need to assign the Expert Assist app to the Agent Assist actionClosed Performs a process within a Studio script, such as collecting customer data or playing music. 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. 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 A light gray checkmark inside a light gray circle. next to the agent assist app or profile you want to assign to this script.

    An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the app or profile name into the Assign Launch Config Name property of the AGENT ASSIST action.

  5. Click Close.