Disclaimer

This section gives you an insight into the upcoming feature that is still in development and is subject to change.

LAB 8 (Bonus): Autonomous Agents

Overview

We discuss Autonomous agents presentation

8.1: Prototype: What to expect and what’s new

Step objective

We will dive into the differences between what has changed and what remains the same

We have 2 broad classes of agents: Autonomous and Scripted

Agents that we are using so far Q&A bot and Task bot that fall under scripted agents and now we are introducing Autonomous agents that uses GenAI

When you create a new agent and select Start from Scratch, you will see the below enhanced view

Step 1: Define What type of agent are you building?

You will prompted to pick between Autonomous and Scripted

Defining the terms

Autonomous: Uses generative AI to create dynamics responses

Scripted: Uses natural language processing to follow your set logic and responses

Step 2: What's your agents main function?

You can choose between Answer questions and Perform actions depending on what the agent's main function is

Defining the terms

Answer questions: Delivers answers using information from knowledge base

Perform actions: Automated tasks in response to customer requests

8.2 Scripted Agents: Linking the old with the new

Step objective

We look at how Scripted Agents ties back to what is currently present in production

If you choose Scripted - it is similar to the Q&A Bot and Task bot that is currently present in production

Log in to the Control Hub using the contact center admin credentials.

Go to Contact Center from the left side navigation panel, and under Quick Links, click on Webex AI Agent

If you select Scripted and the Answer questions we will be redirected to the Q&A Bot page:

If you select Scripted and the Answer questions we will be redirected to the Task bot page:

8.3 Autonomous Agents: Whats new?

Step objective

The Autonomous AI Agent for performing actions can handle various tasks, including:

Natural Language Processing (NLP)—Understand and respond to human language in a natural and conversational manner.

Decision making—Make informed choices based on available information and predefined rules. Automation—Automate repetitive or time-consuming tasks

Guide

Autonomous Agents are showcased in the demo session at WebexOne and has not been enabled on the lab tenant. Please feel free attend the session for more details. Below steps are provided only as reference.

Step by step guide and overview: Autonomous Agents

Congratulations, you have officially completed the Autonomous AI lab! 🎉🎉