Bug fix for third-party NLU engines

LivePerson has resolved an issue impacting intent domains that integrate with third-party NLU engines (i.e., Google Dialogflow or IBM Watson). This fix was deployed on July 28 and 29, 2021, and your action is required to properly adopt the fix.

If, in Intent Manager, you have one or more domains that uses a third-party NLU engine, please do the following:

  1. In Google Dialogflow or IBM Watson, delete the model versions.
  2. In Bot Accounts, disable (turn off) the WatsonAssistant or Google DialogFlow setting on the Account Details page. Wait a few seconds, and then re-enable the setting.

  3. In Intent Manager, train the domains to create new model versions.

Third-party NLU limitations

  • Doesn't support prebuilt domains or Regular Expression entities.
  • The length of the domain name should not exceed 64 characters. (Watson limitation)
  • A domain can only support one language, which is specified on the Domain Settings page.
  • LivePerson does not support "pulling" into Intent Manager existing models that have been trained in IBM Watson or Google Dialogflow. Only model "push" is supported; this is accomplished by training the model in Intent Manager.

Connect a third-party NLU engine

Step 1: Enable 3rd-party NLU support

Contact your LivePerson account administrator to enable your account for 3rd-party NLU support.

Step 2: Sign up and get the API keys

Repeat this step twice to create two sets of IBM Watson or Google DialogFlow service credentials. When you train the intents in a domain for the first time in Intent Manager, you'll use the first set of credentials. Those credentials will then be active for the first model version that gets created. Since only one set of credentials can be active at a time, you'll need to use the second set of credentials the second time you train. And with each subsequent training, you'll need to alternate back and forth between the credentials.

IBM Watson
  1. Register for or log in to an IBM Cloud account.

  1. Create or access a Watson Assistant resource.

  2. Generate Service Credentials with the role of Manager and an Auto Generated Service ID.

  3. View and copy the newly created credentials.

Google Dialogflow
  1. Log in to the Dialogflow console.

  2. Create a new Dialogflow agent (which will create a new Google project).

  3. Create a new Service Account for the newly created Google project with the role of Dialogflow API Admin.

  4. Create a JSON-formatted private key for the service account by clicking the Create key.

  5. View and copy the created key. This will be used in your Dialogflow config data.

Step 3: Add a domain for the 3rd-party NLU provider

In Intent Manager, add a domain that uses the 3rd-party NLU engine as its NLU provider. You can import the intents and entities at that time or add them later but before proceeding to step 5.

Step 4: Create the NLU provider credentials

In Intent Manager, in the domain that you created in the previous step, create the NLU provider credentials for the 3rd-party NLU engine. This is when you'll copy and paste in the credentials that you downloaded from IBM Watson or Google Dialog flow (step 2 above).

Step 5: Train the domain

In Intent Manager, train the domain. Once training is completed (which creates the model version), you can start to test.