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Mission 2 : Integrate Scripted Agent with Voice Flow.

Mission Details

Your mission is to integrate the Scripted AI agent with Voiceflow to enable it to answer questions about store hours.

Build

Task 1. Add the newly created Scripted Agent to the Voice flow.

  1. In Control Hub go to Contact Center, click on Flows, and search for the flow with name AutonomousAI_Flow_2000_. Or if you created the flow with a different name in the lab "Autonomous AI Agent, try to find your flow. Profiles

  2. Click on Edit and rename the flow to Autonomous_Scripted_Flow_2000_. Publish the flow. Profiles

  3. Add Menu node in front of the VirtualAgentV2 node. Profiles

  4. Click on the Menu node and Enable Text-to-Speech. Select native Cisco Cloud Text-to-Speech connector, add Text-to-Speech message, remove the Audio File option. Finally enter the text: Press 1 to create a new order. Press 2 to track an order or check the store hours. Profiles

  5. Adjust the Menu node to have options 1 and 2. Profiles

  6. Bring one more VirtualAgentV2 node. Click on it. In the Contact Center AI Config search for scripted and select Webex AI Agent (Scripted). Under the Virtual Agent option, search for the Scripted AI Agent with name _Scripted_AI_Agent. Profiles

  7. Connect Option 1 of the Menu to the VirtualAgentV2 node that is configured with Autonomous AI agent. And connect Option 2 to the VirtualAgentV2 node that is configured with your Scripted AI Agent. Profiles

  8. Connect Escalated output from the VirtualAgentV2 node to the Queue node. Connect Handled output to the Disconnect Contact node. Profiles

  9. Validate and Publish the Flow. Profiles

  10. From Control Hub, make sure that the Channel _2000_Channel. Profiles

  11. Dial the number that is associated with Your_Attendee_ID_2000_Channel Channel. Profiles

  12. During IVR, press 2 and ask What is the store hours?

Congratulations, you have officially completed this mission! 🎉🎉