After completing the prerequisite steps, you should have an Airlines knowledge base powered by the LP_Airline domain intents, as well as two bots that are connected to agents. You can now move your focus to Conversation Assist to configure its capabilities.

Step 6: Configure the bots for Conversation Assist

  1. Open the menu on the left side of the page, and select Automate > Conversation Assist to open Conversation Assist.

    The Automate menu with the Conversation Assist menu option highlighted

    If it's your first time accessing Conversation Assist, you might see a window that introduces you to the application. Just click Get started in the window, and then click Got it at the next prompt. You'll be on the Recommendation Sources page at this point, which is good.

  2. If necessary, click Recommendation Sources at the top of the page, and then select the Bots tab.

  3. Click Sync icon over on the right.

    This syncs with Conversation Builder and shows you the available bots.

    Any bots that are connected to active agent connectors should now be visible here.

    The Bots tab under Recommendation Soures, showing a Seating Bot and a Booking Bot that are both set to Off

    Recommendations are tied to skills, so you must assign skills to the bots before the bots can be offered to human agents during conversations.

    Earlier, you assigned an "Agent" skill to the logged-in human agent; this is what needs to be assigned for these two bots to be recommended.

  4. Assign the "Agent" skill to the Seating Bot:

    1. Beside the bot, click the Manage source icon (Manage source) icon.
    2. In the Manage recommendation source dialog, change the Status value to "ON," enter a description for the bot, and add the "Agent" skill.

      The Manage recommendation source window, setting the Status of the Seating Bot to On

    3. Click Save.
  5. Repeat the process for the previous step to change the status of the Booking Bot, enter its description, and assign the "Agent" skill to it.

Step 7: Configure the knowledge base for Conversation Assist

  1. Still on the Recommendation Sources page, select the Knowledge Bases tab.

    The Knowledge Bases tab under Recommendation Sources, showing the Airline FAQ knowledge base set to Off

  2. Click Sync icon to sync with KnowledgeAI.

  3. Beside the knowledge base, click the Manage source icon (Manage source) icon.

  4. Change the Status of the Airline FAQ knowledge base (KB) to "ON," turn on Enriched answers via Generative AI, and assign the "Agent" skill. Click Save.

    Turning on the knowledge base and configuring it to support answers enriched via Generative AI

    The Knowledge Bases tab under Recommendation Sources, showing the Airline FAQ knowledge base set to On and the Agent skill as an assigned skill

    For the purpose of this tutorial, we're relying on the default values for several settings, e.g., the Max # of recommendations to offer at any one time. We're also relying on the default Enrichment prompt:

    The default prompt for knowledge recommendation sources in Conversation Assist

Learn about answers enriched via Generative AI (they're smarter, warmer, and better). And learn about setup in Conversation Assist.

Customize your POC: If you built out additional resources in previous steps, make sure to turn on those resources too. Depending on the number of resources, it might be useful to increase the number of recommendations that you display to your agents when they are in a conversation.

Step 8: Create the Web messaging engagement

Updates to the Conversation Assist configuration can take up to 20 minutes to be reflected in conversations. While waiting for these changes to take effect, create a web messaging engagement that connects to the “Agent” skill.

  1. Open the menu on the left side of the page, and select Engage > Campaign Builder to open Campaign Builder.
  2. Click + Add campaign in the lower-left corner.
  3. On the page that appears, specify the following:

    • Campaign name: Enter "Conversation Assist Testing."
    • Campaign goal: Click + Add goal. Select "Interact with consumers." And click Done.
    • Engagement: Click + Add engagement. For the engagement source, select "Web." In the gallery that appears next, select a messaging template, and click Next. In the resulting Engagement Settings, select "Messaging" for the Conversation type. For Routing, select "Specific skill," and then select the "Agent" skill.

    The Engagement settings, showing Routing to a specific skill named Agent

    It is important that this engagement is routing to the "Agent" skill that has been assigned to the human agent. As the Conversation Assist settings have been configured to recommend bots and answers to this particular skill, skipping this important step will result in recommendations not being sent.

  4. Click Next, and continue through the workflow, accepting the default values. When you’ve reached the last option, "Behavioral targeting library," click Done in the lower-right corner.

  5. Back on the "Conversation Assist Testing" page, confirm that the skill being routed to is "Agent." If so, select the orange Publish button in the upper-right corner. Once published, there will be a visible Running icon The Running icon to the right of the engagement.

    The final, published campaign that has an engagement that routes to the Agent skill

What's next?

Continue on to the next step in the tutorial.