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Lab 2 - AI Digital-First Multilingual Patient Journey

Section Agenda - 60 Minutes

# Task Duration
1 Control Hub Foundation 15 min
2 AI Agent Studio – The Digital Duo 15 min
3 Webex Connect – Flow Orchestration 15 min
4 Web Asset & W3Schools Simulation 10 min
5 Final Testing 5 min

Introduction

Welcome back, everyone. Imagine the scene: You've just landed in Las Vegas for Cisco Live. The desert air is dry, your schedule is packed, and suddenly, you're feeling under the weather. You need to visit the clinic, but you don't have time to wait on hold. You need an insurance form, and you need it now. This isn't just a lab; this is the future of patient care. Let's build it.

Key Learning

Unlike voice, digital flows require distinct agents per language to maintain session integrity across the web widget.

Section Independence

Section 2 is entirely independent of Section 1. We have pre-configured the AI Agents so you can focus on orchestration, multilingual deployment, and quality measurement. We are proving how easily we can scale a digital experience and measure the "Pulse" of patient satisfaction in real-time.

The PodID Discipline

Always replace XXX with your assigned 3-digit ID (e.g., 001, 002). Your naming convention must start with the prefix Pod followed by your PodID (PodXXX). If you do not follow this convention exactly, you will overwrite your neighbor's work. Stay disciplined with your naming convention!

Phase 1: Control Hub Foundation

1.1 Channel Configuration

  1. Login to Control hub with your Admin Credentials:
  2. Navigate to Control Hub > Contact Center > Customer Experience > Channels

  3. Click Create Channel and configure as follows:

    Field Value
    Name PodXXX_Cumulus_WebChat
    Description Cumulus Hospital PodXXX
    Channel Type Chat
    Asset Name PodXXX_Cumulus_WebChat
    Service Level Threshold 60 seconds
    Timezone America/Los_Angeles

  4. Click save

1.2 Multilingual Survey Creation

Before You Begin

Prerequisite: Ensure you have downloaded the Cumulus Hospital logo to your local machine. Right-click the image and select "Save image as..." to save it as Cumulus_Hospital.png inside your Desktop folder

Cumulus Hospital

  1. Navigate to Control Hub > Contact Center > Customer Experience > Survey Configuration

  2. Click Create New Survey and select Digital Survey and configure as follows:

    Summary

    Field Value
    Name PodXXX_Cumulus_Survey
    Languages English (Default) · Spanish – Latin America (español)

  3. click next

  4. English Configuration

    Field Value
    Welcome Title Welcome
    Welcome Message (Leave blank)
    Select +Add a question Qestion Type: Star Rating
    Question On a scale of 1 to 5, how satisfied were you with the assistance provided today?
    Start Label Very Dissatisfied (Negative statement)
    End Label Very Satisfied (Positive statement)
    Thank You Title Thank you for your time
    Thank You Message Thank you for your feedback! We appreciate your time and are committed to your health and well-being. Have a great day!

  5. Spanish Configuration: Switch to the Spanish – Latin America tab and configure as follows:

    Field Value
    Welcome Title ¡Bienvenido!
    Welcome Message (Leave blank)
    Select +Add a question Qestion Type: Star Rating
    Question En una escala del 1 al 5, ¿qué tan satisfecho estuvo con la asistencia recibida hoy?
    Start Label Muy insatisfecho (Negative statement)
    End Label Muy satisfecho (Positive statement)
    Thank You Title Gracias!
    Thank You Message ¡Gracias por sus comentarios! Valoramos mucho su tiempo y estamos comprometidos con su salud y bienestar. ¡Que tenga un excelente día!

  6. Click Next (bottom right) and configure as follows:

  7. Appearance Configuration

    Field Value
    Color > Brand Color #0a7ec7
    Text Color (Welcome Title) #FFFFFF
    Brand Logo Upload Cumulus_Hospital.png from your desktop folder
    Background Image Upload Cumulus_Hospital.png from your desktop folder

  8. Click Save

See how to configure

survey

Phase 2: AI Agent Studio – The "Digital Duo"

Navigate to Control Hub > Contact Center > Customer Experience > AI Agent and click on the black button Build your AI Agent.

2.1 English Agent

Step 1 Export

Under UseCase2_English AI Agent, click the three dots (...) and select Export agent. This will download the UseCase2_English.json file to your local machine. Save it in your desktop folder.

See how to Export

Export Agent

Step 2 Import

There in the Studio > Click Import AI Agent. Under the Upload button, select the UseCase2_English.json file.

Step 3 Naming

Field Value
Name PodXXX_UseCase2_English (Replace XXX with your PodID)
System ID Keep the default

Click Import

See how to Import

Import Agent

Step 4 – Knowledge Configuration

In the PodXXX_UseCase2_English AI Agent page, go to the Knowledge tab, and configure as follow from the dropdown menu:

Field Value
Knowledge Base PodXXX_UseCase2_AIAgentCumulus_EN

Remeber to replace XXX with your PodID

Each student has their own Knowledge Base. Selecting the wrong one will break another student's lab.

Click Save and then Publish. For the comment, use: V1

Step 5 – Test

Use the Preview feature in the AI Agent Studio to simulate a live chat. Inside PodXXX_UseCase2_English AI Agent page Select Preview and Start a chat and verify:

  • Identity Capture: The agent asks for your name.
  • Conversational NLU: Test the agent's ability to handle context by saying: Hi, I’m currently in Las Vegas on a business trip and I’m feeling under the weather. I don’t feel well and I think I need to get medical assistance
  • Intent Recognition: The agent recognizes the Insurance Forms intent when you say: I need some forms
  • Form Delivery: The agent provides the correct URL for the requested form.
  • Language Consistency: The entire interaction remains in English.
Test Script — English
Role Message
🤖 Prompt Hello, I am Pulse from Cumulus Hospital. May I have your name, please, so I can assist you better?
👤 User Caro
🤖 Prompt Hello, Caro. I am Pulse from Cumulus Hospital, how can I help you?
👤 User Hi, I'm currently in Las Vegas on a business trip and I'm feeling under the weather. I don't feel well and I think I need to get medical assistance.
🤖 Prompt Caro, I'm sorry to hear that you're not feeling well. Cumulus Hospital has a facility in Las Vegas located at 123 Neon Way, Las Vegas, NV 89101. They offer emergency services, MRI, X-Ray, and general surgery. If you need immediate medical attention, please visit this location for assistance. Is there anything else I can help you with today?
👤 User Yes, I need a form.
🤖 Prompt Caro, here are the standard forms available: Patient Registration Form · Insurance Claim Form · Authorization Form · Medical Records Release Form. Please let me know which form you need, and I will share the link with you.
👤 User Patient Registration Form
🤖 Prompt Thank you, Caro. The form has been shared. Please complete the document and return it to our registration office at your earliest convenience. Here is the Patient Registration Form: Patient Registration Form 2026. Is there anything else I can help you with today?
See how it works

Preview English

Step 6 – Session Inspection

In the PodXXX_UseCase2_English AI Agent page, open the Sessions tab located on the left-hand navigation menu. Review the most recent session log to confirm the conversation was triggered and processed correctly.

See how it works

inspection

2.2 Spanish Agent

Step 1 – Export

Under UseCase2_Spanish AI Agent, click the three dots (...) and select Export agent. This will download the UseCase2_Spanish.json file to your local machine. Save it in your desktop folder.

Step 2 – Import

There in the Studio > Click Import AI Agent. Under the Upload button, select the UseCase2_Spanish.json file.

Step 3 – Naming

Field Value
Name PodXXX_UseCase2_Spanish (Replace XXX with your PodID)
System ID Keep the default

Click Import

Step 4 – Knowledge Configuration

In the PodXXX_UseCase2_Spanish AI Agent page, go to the Knowledge tab, and configure as follow from the dropdown menu:

Field Value
Knowledge Base PodXXX_UseCase2_AIAgentCumulus_ES

Remeber to replace XXX with your PodID

Each student has their own Knowledge Base. Selecting the wrong one will break another student's lab.

Click Save and then Publish. For the comment, use: V1

Step 5 – Test

Use the Preview feature in the AI Agent Studio to simulate a live chat. Inside PodXXX_UseCase2_Spanish AI Agent page Select Preview and Start a chat and verify:

  • Identity Capture: The agent asks for your name.
  • Conversational NLU: Test the agent's ability to handle context by saying: Hola, estoy actualmente en Las Vegas en un viaje de trabajo y me siento un poco mal. No me siento bien y creo que necesito recibir asistencia médica
  • Intent Recognition: The agent recognizes the Insurance Forms intent when you say: Necesito unos formularios
  • Form Delivery: The agent provides the correct URL for the requested form.
  • Language Consistency: The entire interaction remains in Spanish.
Test Script — Spanish
Role Message
🤖 Prompt Hola, soy Pulso del Hospital Cumulus. ¿Podría decirme su nombre, por favor, para poder asistirle mejor?
👤 User Caro
🤖 Prompt Hola, Caro. Soy Pulso del Hospital Cumulus, ¿en qué puedo ayudarle hoy?
👤 User Hola, estoy actualmente en Las Vegas en un viaje de trabajo y me siento un poco mal. No me siento bien y creo que necesito recibir asistencia médica.
🤖 Prompt Caro, lamento que no se sienta bien. El Hospital Cumulus cuenta con una sede en Las Vegas ubicada en 123 Neon Way, Las Vegas, NV 89101, donde puede recibir atención médica de emergencia, servicios de rayos X, cirugía general y más. El hospital está abierto de lunes a viernes, de 8:00 a. m. a 6:00 p. m. ¿Le gustaría información sobre cómo llegar, los servicios disponibles o necesita algún formulario específico para su atención? Estoy aquí para ayudarle.
👤 User Necesito un formulario.
🤖 Prompt Caro, estos son los formularios estándar que puedo proporcionarle: Formulario de Registro de Paciente · Formulario de Reclamo de Seguro · Formulario de Autorización · Formulario de Liberación de Registros Médicos. ¿Podría indicarme cuál de estos formularios necesita? Así podré compartirle el enlace correspondiente.
👤 User Formulario de Reclamo de Seguro
🤖 Prompt Gracias, Caro. Aquí tiene el enlace para descargar el Formulario de Reclamo de Seguro 2026. Por favor, complete el documento y devuélvalo a nuestra oficina de registro a la brevedad posible. ¿Hay algo más en lo que pueda ayudarle hoy?
See how it works

Preview spanish

Phase 3: Webex Connect – Flow Orchestration

In this phase, you will "activate" the brain of Cumulus Hospital. You will map the routing logic to the language-specific agents and ensure the patient experience is seamless.

Pro-Tip

Think of this flow as the "brain" of Cumulus Hospital. The Digital flow acts as the receptionist, and the routing and decision nodes act as the hallways that direct the patient to the specific specialist who speaks their language.

logic

3.1 Navigate to Webex Connect

Go to Control Hub > Contact Center > Quick Links > Digital Channels > Webex Connect and navigate to your own service: PodXXX_LTRCCT2001_CUMULUS.

Remeber to replace XXX with your PodID

Each student has their own Webex Connect Service. Selecting the wrong one will break another student's lab.

3.2 Open the Flow

Open the UseCase2_webChat flow. You will see the complete architecture for our bilingual digital journey. Your task is to "activate" the orchestration by mapping the variables and agents.

Cumulus Digital Architecture

Reference Key: Each configuration number shown in the diagram above corresponds directly to the step-by-step instructions provided in the sections below (3.2.1 through 3.2.3). Use this as your reference key to ensure every node is correctly mapped within your Webex Connect flow.

After opening the flow you can zoom out to see the same diagram

zoomout

3.2.1 Language Decision

Locate the Language Decision branch node.

Number Node Color Action Function
1 Language Decision Blue Configure as follow for English & Spanish Branch Evaluate the 'receive.message' variable captured by your Quick Replies. This logic directs the patient to the English or Spanish path based on their button selection.

For Branch 1

Open the Language Decision Node, expand the Branch 1 and configure as follow:

Field Value
Branch Name Change from Branch 1 to English
Variable $(n2545.receive.message) - leave it as configured
Condition Contains ignore case - leave it as configured
Value English
See Example — ① Language Decision - English

English Branch

👆 Rename Branch 1 to English and set the value to English.

After renaming, make sure to click ✅ to save name changes

For Branch 2

In the same Language Decision Node, now expand the Branch 2 and configure as follow:

Field Value
Branch Name Change from Branch 2 to Spanish
Variable $(n2545.receive.message) - leave it as configured
Condition Contains ignore case - leave it as configured
Value Español

After Spanish Branch´s configuration make sure to Save

See Example — ① Language Decision - Spanish

Spanish Branch

👆 Rename Branch 2 to Spanish and set the value to Español.

After renaming, make sure to click ✅ to save name changes

None of the above: Leave it as it is.

3.2.2 Language Agent Orchestration

Locate the numbered nodes in your flow, double-click to open each one, and configure them as follows:

Number Node Color Action Function
2 AI Agent Language1 Red
  • Rename node to: AI Agent English
  • Select your AI agent PodXXX_UseCase2_English
    		 English AI Agent
    5 AI Agent Language2 Green
    • Rename node to: AI Agent Spanish
    • Select your AI agent PodXXX_UseCase2_Spanish
      		 Spanish AI Agent

      After each configuration make sure to Save

      See Example — ② AI Agent English

      English AI Agent Rename

      👆 Rename the node to AI Agent English and select PodXXX_UseCase2_English.

      After renaming, make sure to click ✅ to save name changes

      See Example — ⑤ AI Agent Spanish

      Spanish AI Agent Rename

      👆 Rename the node to AI Agent Spanish and select PodXXX_UseCase2_Spanish.

      After renaming, make sure to click ✅ to save name changes

      3.2.3 Closing & Survey Hooks

      Configure the final nodes to ensure a graceful exit and accurate data collection.
      Locate the numbered nodes in your flow, double-click to open each one, and configure them as follows:

      Close AI Agent Nodes

      Number Node Color Action Function
      3 Close AI Agent English 1 Red Select PodXXX_UseCase2_English Ensures session cleanup upon error
      4 Close AI Agent English 2 Red Select PodXXX_UseCase2_English Handles session closure after survey is presented to the user
      6 Close AI Agent Spanish 1 Green Select PodXXX_UseCase2_Spanish Ensures session cleanup upon error
      7 Close AI Agent Spanish 2 Green Select PodXXX_UseCase2_Spanish Handles session closure after survey is presented to the user

      After each configuration make sure to Save

      See Example — ③ ④ English Nodes

      Close AI Agent English 1

      👆 Select PodXXX_UseCase2_English — Ensures session cleanup upon error.

      Close AI Agent English 2

      👆 Select PodXXX_UseCase2_English — Handles session closure after survey is presented.

      See Example — ⑥ ⑦ Spanish Nodes

      Close AI Agent Spanish 1

      👆 Select PodXXX_UseCase2_Spanish — Ensures session cleanup upon error.

      Close AI Agent Spanish2

      👆 Select PodXXX_UseCase2_Spanish — Handles session closure after survey is presented.

      Survey Hook – English Path

      Locate the numbered node in your flow, double-click to open, and configure it as follows:

      Number Node Color Action Function
      8 Survey Purple set the Preferred Language field to English Triggers English CSAT survey

      After configuration make sure to Save

      See Example — ⑧ Survey English

      English Survey

      👆 Set the Preferred Language field to English to trigger the English CSAT survey.

      Survey Hook – Spanish Path

      Locate the numbered node in your flow, double-click to open, and configure it as follows:

      Number Node Color Action Function
      9 Survey Purple set the Preferred Language field to Spanish Triggers Spanish CSAT survey

      After configuration make sure to Save

      See Example — ⑨ Survey Spanish

      Spanish Survey

      👆 Set the Preferred Language field to Spanish to trigger the Spanish CSAT survey.

      Phase 4: Web Asset & W3Schools Simulation

      4.1 Web Chat Asset

      Before You Begin

      Ensure you have downloaded the Cumulus Hospital logo to your local machine and saved it as Cumulus_Hospital.png on your desktop (See Step 1.2 — Multilingual Survey Creation).

      Navigate to Control Hub > Contact Center > Digital Assets and locate the asset PodXXX_Cumulus_WebChat, and click on it to open the configuration settings:

      Asset Settings

      Configure as follow:

      Field Value
      Notifications Turn on – Play chime sound when user receives a new message

      Website

      Navigate to the Website tab, then click Add Website to launch the configuration workflow. In the General section, configure the following fields:

      Field Value
      Chat widget language English
      Display name Cumulus Hospital
      Byline text Leave it blank
      First message Hi!
      PCI compliance banner message We are committed to protecting your information. This chat is secure and PCI compliant.
      Domain www.w3schools.com

      Email transcript: Leave it as it is configured. Click Next.

      Appearance tab Configure the following fields:

      Field Value
      Widget color #0a7ec7
      Widget Button Select the first option available
      Logo Upload Cumulus_Hospital.png from your desktop
      Message composer Turn on Allow emojis · Turn on Allow attachments

      Click Next.

      Availability tab

      Click Save and Next.

      Banned Visitors

      Click Done.

      See Example

      WebChat

      WebChat Assest

      4.2 W3Schools Simulation

      1. Open the W3Schools HTML Editor at https://www.w3schools.com/

      2. Click on the Try it Yourself button

      4.3 Apply Branded HTML Structure

      Apply the recommended branded HTML structure for Cumulus Healthcare. Copy and paste this: 

      <!DOCTYPE html> 
<html lang="en"> 
<head> 
    <meta charset="UTF-8"> 
    <meta name="viewport" content="width=device-width, initial-scale=1.0"> 
    <title>Cumulus Hospital | Digital Assistant</title> 
    <style> 
        body { 
            font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif; 
            background-color: #f4f7f9; 
            display: flex; 
            flex-direction: column; 
            align-items: center; 
            padding: 50px; 
            margin: 0; 
        } 
        .header-container { 
            text-align: center; 
            margin-bottom: 30px; 
            background: white; 
            padding: 30px 40px; 
            border-radius: 15px; 
            box-shadow: 0 4px 15px rgba(0,0,0,0.1); 
            width: 100%; 
            max-width: 600px; 
        } 
        .logo-img { 
            width: 120px;
            height: auto; 
            margin-bottom: 15px; 
        } 
        h1 { 
            color: #005073;
            margin: 0; 
            font-size: 28px; 
        } 
        p { 
            color: #56627c; 
            font-size: 1.1em; 
            margin-top: 5px; 
        } 
    </style> 
</head> 
<body> 
    <div class="header-container"> 
        <img src="https://qaemailmedia.s3.amazonaws.com/ba7f153c-fb89-4dbf-a6f6-2a6628dfde7c/CumulusHospital_1234268365472632.png" alt="Cumulus Hospital Logo" class="logo-img"> 
        <h1>Cumulus Hospital</h1> 
        <p>Digital Patient Care & Virtual Assistant Portal</p> 
    </div> 

<!-- Paste here your installation script --> 

</body> 
</html>

      4.4 Verify Branding

      Click Run and confirm the page is branded with Cumulus HealthCare information.

      See Example

      W3School Try Yourself

      W3School

      4.5 Copy Web Chat Installation Script

      Go to Control Hub > Contact Center > Digital Settings > Web Chat Assets. Select your asset PodXXX_Cumulus_WebChat, navigate to the Installation tab, and click Copy.

      See Example

      WebChat Installation Script

      WebChat Installation Script

      4.6 Insert and Run

      Insert your Web Chat Installation Script (copied in the previous step) into the W3Schools portal in the space indicated in the HTML script.
      | <!-- Paste here your installation script --> |

      Click Run. If the widget appears in the preview pane, you have successfully connected your Cumulus Hospital portal to Webex Contact Center.

      See Example

      W3School with WebChat installed

      W3School with WebChat

      Success

      Your Cumulus Hospital web chat widget is now live and connected to Webex Contact Center.

      Phase 5: Final Testing

      The Digital-First Mindset

      When you test, observe the transition from the Quick Replies to the Language Agent. It should be invisible to the patient. That is the hallmark of a high-quality omnichannel experience.

      Run the full test twice — once in English, then in Spanish.

      Step 1 – English Test

      Test Script – English

      1. Launch the chat widget
      2. Select English and provide your name
      3. Type: I am in Las Vegas on a business trip and I am not feeling very well, I need assistance
      4. Wait for the AI Agent response
      5. Ask for a form to get assistance (Patient Registration Form, Insurance Claim Form, Authorization Form, Medical Records Release Form)
      6. Verify the agent responds in English and provides the correct URL
      7. Wait 60 seconds and complete the survey
      See Example

      English Test

      English Test

      Step 2 – Spanish Test

      Test Script – Spanish

      1. Open the chat widget
      2. Select Spanish and provide your name
      3. Type: Estoy en Las Vegas en un viaje de negocios y no me siento muy bien, necesito asistencia
      4. Wait for the AI Agent's response
      5. Request a form to get assistance (Formulario de Registro de paciente, Formulario de reclamo de seguro, Formulario de Autorización, Formulario de liberación de registros médicos)
      6. Verify that the agent responds in Spanish and provides the correct URL
      7. Wait 60 seconds and complete the survey
      See Example

      Spanish Test

      Spanish Test

      Lab 2 Complete – Congratulations!

      You have successfully completed Lab 2 – AI Digital-First Multilingual Patient Journey.

      Component Status
      Web Chat Channel Created and configured
      Multilingual Survey (EN + ES) Created and branded
      English AI Agent Imported, configured, and published
      Spanish AI Agent Imported, configured, and published
      Webex Connect Flow Orchestration Configured and activated
      Web Chat Asset Configured and branded
      W3Schools Simulation Connected and validated
      End-to-End Testing (EN + ES) All scenarios validated

      ✨ Omnichannel Consistency: You’ve bridged the gap between voice and digital, ensuring Cumulus Hospital provides a seamless experience for every patient.

      If you run into any issues, flag me down. Let’s go!