Integrate Cognigy AI Bot

Prerequisites

To use Cognigy AI with CXone Mpower, you need:

  • A Cognigy AI platform account.
  • A Cognigy AI virtual agent configured with and trained to use the responses that fulfill your contacts' requests.

  • For each virtual agent, you must have separate and unique Cognigy AI service account credentials. Additionally, create a Virtual Agent Hub configuration that maps to each of those virtual agents.

  • Cognigy AI for to use when communicating with the Cognigy virtual agent. Each virtual agent must have its own service credential and configuration.
  • Virtual Agent Hub enabled for a business unit or tenant. If you need assistance with enabling the Virtual Agent Hub contact your Technical Account Manager.

Create a Script

Required permissions : View Scripts, Create/Edit Scripts

You need at least one Studio script to route interactions to your virtual agent. Follow the script guidelines. The supported virtual agent action for this provider is Textbot Exchange and your script must have the digital media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..

You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.

Add a Configuration to the Virtual Agent Hub

Required permissions: Automation & AI > Launch Automation & AI

  1. 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.

  2. Click Add Bot.

  3. Enter a Virtual Agent (Bot) Name and click Cognigy AI in the list of virtual agent providers.

  4. Click Next.

  5. Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section.

  6. Click Next.

  7. To setup a text virtual agent, select Text Only (No Voice Support) on the Voice page. To setup a voice virtual agent, contact your Account Representative.

  8. 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 tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. Contact your Account Representative for more information about this feature. This option is only available for text virtual agents. This option is only available for text virtual agents and utterance-based voice virtual agents.

    Option Details
    Intent information only

    Select this option if you want to capture the 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 intentClosed 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.

  9. Click Next.

  10. On the Test + Add page, you can test your bot's connection by sending text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings.

  11. Click Add.

Cognigy AI Configuration Page Details

Use the information in the following table when completing the Configuration page. You see this page when adding a virtual agent configuration in Virtual Agent Hub

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. Cognigy AI supports only version 3.0.0 for integration. This version introduces StandardBot, which standardizes how CXone Mpower communicates with virtual agent providers. The customPayload object returns as an array, as customPayloadscriptPayloads[n].xxxx.
URL Enter your Cognigy AI endpoint URL. This information is available in the Cognigy AI management console after you successfully deploy your virtual agent.
Verify Token Enter your Cognigy AI verify token. This information is available in the Cognigy AI management console after you successfully deploy your virtual agent.
Timeout Intent Enter the name of the intent configured to handle timeouts in the Cognigy AI management console.

Assign the Cognigy AI Virtual Agent Hub Configuration to an Action

Required permissions : View Scripts, Create/Edit Scripts

After configuring a virtual agent in Virtual Agent Hub, you must associate that configuration with the Virtual Agent action in your script. This connects the action and the script to the Cognigy AI platform.

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

  2. If you have not done so already, click the Tools tab, expand the Automation and AI category, and add the virtual agent action you want to use. Be sure to put it in the correct location in your script. If you don't see the action you expect, verify that your script media type is correct. For example, if you're creating a script for a text virtual agent, the script must be designed for digital channels such as chat or messaging.

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

  4. In the left column, locate the virtual agent that you want to assign to the action and click the checkmark An icon of a circle with a checkmark inside. next to it. The checkmark turns green for the bot you select.

    An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the virtual agent configuration name into the Virtual Agent ID property of the Virtual Agent Hub action you are using.

  5. Click Close.

Test Your Virtual Agent

Required permissions: Automation & AI > Launch Automation & AI

You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent's properties page in Virtual Agent Hub. When testing, you can: 

  • Verify that the virtual agent is correctly configured to communicate with the Cognigy AI.
  • 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.
  • Test how the virtual agent handles DTMFClosed Signaling tones that are generated when a contact presses a key on the telephone keypad. input.

The following image is an example of the properties page for a virtual agent configurations in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.

  1. 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.

  2. Click to select the configuration app for the virtual agent you want to test from the list on the left.

  3. In the Test pane, enter a test message in the Type a message field and press Enter to send it.

  4. 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.

  5. Click More OptionsAn icon with three dots stacked vertically. to test other aspects of your virtual agent.

    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 intentClosed 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.
  6. Click Reset to start your test again.

  7. 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 virtual agent's configuration settings in the Cognigy AI 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 Cognigy AI Bot button. It has the An icon that has a square with an arrow overlaid on top of it. The arrow points from the center of the square to the top right corner of the square. icon on it to indicate that the link opens Cognigy AI console.
  8. Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
  9. When you are finished testing, click Close.