Mission 1: Configure Suggested Responses with Knowledgebase.

Mission overview

Your mission is to:

Create a Knowledge Base for the AI Assistant skill to use. This knowledge base will contain document will provide the necessary information for the AI Assistant to knowledgeably provide suggestions to the agent.

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Build

Task 1. Create Knowledgebase.

1. [IMPORTANT] Download .xlsx the file Flowrs_Catalog.

   Flower_Catalog.xlsx - file contains information on the available single flowers and bouquets, including the price of the flowers or bouquets and occasions that suit the flowers.

2. Open up and review the file.

3. From Control Hub, go to Contact Center and open Webex AI Agent Studio portal.

4. Select Knowledge and click on Create Knowledge base.

5. Provide the name as _Suggested_Responses_Knowledge and click on Create.

6. Add Flower_Catalog file. The same file that you used for the Autonomous AI Agent lab.

7. Process the file.

Task 2. Creat AI Assistant skills.

1. Select AI Dashboard and click on Create skills.

2. Select Start from scretch and click Next.

3. Name the skill as _Suggested_Responses_Skill. Discribe the goals as Answer question about flower suggestion, flower availability, prices, delivery cost and order status.. And then click on Create.

4. Link the knowledge base to the skill in the Knowledge section. Save and Publish the changies.

Task 3. Assigned AI skills to your queue.

1. In the Webex Control Hub, go to Contact Center, scroll down until you see the AI Assistant module. Open it and scroll down to the Suggested Responses feature. Click on Assign AI Assistant skills. In the following window, select the skill that you created in the previous tab, _Suggested_Responses_Skill, and add your queue _2000_Voice_Queue. Then click Save.

Task 4. Add "Start Media Stream" block to the voice flow.

1. In the Webex Control hub find and open your flow, _SR_Voice_Flow.

2. Click on Edit.

3. Select Event Flows. Drag and drop Start Media Stream block and connect AgentAnswered block to the Start Media Stream block. Drag and drop End Flow node and connect Start Media Stream block to the End Flow block.

4. Validate and Publish the flow with Latest task.

Task 5. Test Suggested Responses Feature.

1. Log in to the Agent Desktop.

2. Place the call to the number that is related to your Channel.

3. Once the call is connected to your Agent Desktop, click on the AI Assistance module. You will see the option Get Suggestion. Click on it and try to order some flowers. You should see that the AI Agent will suggest flower availability and prices to the human agent based on the Knowledge Base.