How can I configure Agent Suggestions for BUI Chat?

As of the 24B release, we are in the early adopter phase of the new “Agent Suggestions for Chat in the Browser User Interface” feature. Agents handling chats in the Browser UI can receive suggested responses within the Engagement Panel during the live chat session. The suggestions can be accepted or declined by the agent; if accepted, the content can be modified by the agent before its sent to the customer. In addition to the suggestions that are automatically provided to the agent, Agents can ask the ODA questions in order to use those suggestions within the live chat session. This feature makes it easy for agents to interact with Oracle AI, and increases chat efficiency.

In the 25A release, Administrators can now configure the feature so that suggestions are offered from different Generative AI services. For example: OCI Generative AI Agent, OCI Generative AI, Azure Open AI or any REST endpoint, can now be used to power the suggestions.

Chat Agent: Experience & Preferences

Overview of the Chat Agent Experience:

• Given the Agent Suggestions feature is enabled by the Administrator 
• When Agents receive inbound messages from customers
• Then the Agent receives suggestions
  • The Agent can accept or decline the suggestion; if accepted, the suggestion is added to the public compose field
• And the Agent can submit a request for suggestions
  • The Agent can accept or decline the suggestion; if accepted, the suggestion is added to the public compose field

Chat Display Options:

• Once enabled by the Administrator, this feature is automatically enabled for Chat Agents
• Chat Agents have the ability to change the font color and the bubble color that displays within the suggestions panel
• From within the Browser UI > Go to the Agent Avatar > Select “Preferences” > Go to the "Chat Display Options” menu 
  • Adjust the Font Color for the Suggestion Bubble
  • Adjust the Bubble Color for the Suggestion Bubble
  • Save the selections
• Any Chat Display Options saved are seen by the agent upon their next login to the Browser User Interface

Details of the Chat Agent Experience:

• Given the Agent Suggestions feature is enabled for the agent’s Profile
• When there is an active chat session within the Browser UI, and the customer sends a message to the agent
• Then the agent sees the Suggestions panel within the Engagement Panel
  • Agents are provided up to five suggestions at one time
  • Each suggestion is provided in an individual bubble
  • If a suggestion is lengthy, then 5 lines of content are provided and an option to “show more" is available
• Once suggestions are offered, the agent can 
  • Accept the suggestion, then the content is added to the Public Compose Control and removed from the list of suggestion
  • Decline the suggestion, then the suggestion is removed from the list of suggestions
• And, the agent can request a suggestion
  • When the agent clicks the "bot" button, then a prompt is shown where the agent can request a suggestion. If the agent submits a question, and there are suggestions, then those appear for the agent to refer to
• And, the agent can undock & dock the suggestion panel. When undocked, 
  • The position of the suggestion control must remain within the Browser UI window
  • Suggestions continue to be offered to the agent
  • And the agent is handling multiple chat sessions, then the suggestions provided are unique to the chat that is currently in focus
• The Suggestions panel includes some basic functionality, including
  • The ability to minimize & maximize the suggestions panel within each chat session. If new suggestions are made while the suggestions panel is minimized, then a counter appears for the agent to understand the number of new unread suggestions for the agent to review
  • The ability to pause & resume receiving suggestions. When paused, the agent no longer receives suggestions for this chat session, and the agent is unable to ask a question of the Oracle Digital Assistant

Chat Administrator: Feature Set-up & Configuration when Oracle Digital Assistant is in place

Interested in being an Early Adopter of this feature? Please contact Product Manager Jessica Bradley <jessica.bradley@oracle.com> for more information.

1. Ensure that the Oracle Digital Assistant service is included in your Service Cloud agreement
2. Email Jessica Bradley indicating that you are interested in being an Early Adopter of this feature, please include your test site information (the test site where you expect to test the feature)
3. Identify or create a skill within Oracle Digital Assistant for "Agent Suggestions"
4. Configure the feature within the Administration Configuration menu, more details follow in this answer

System Requirements for the Agent Suggestions feature:

1. Oracle Digital Assistant is enabled for your site
   1. Note: An FAQ Skill must be available for use with this feature
2. External Objects is enabled for your site
3. Engagement Panel v17+ is in place
4. A CX update is not required in order to enable this feature

Configuration Details:

• Oracle Digital Assistant Skill: Create an FAQ Skill for use with this feature
  • The Agent Suggestions feature utilizes an FAQ Skill within ODA, so an FAQ Skill needs to be created if one does not already exist
    • https://docs.oracle.com/en/cloud/paas/digital-assistant/use-chatbot/overview-of-digital-assistants-and-skills.html 
  • Once the FAQ Skill is created, then the remaining configuration steps can be completed
• Browser UI Configuration: To configure the Oracle Digital Assistant tenancy, within the Browser UI, go to the Administration page > Live Chat Configuration > Chat Agent Suggestions > 
  • When the Chat Agent Suggestions configuration page opens for the first time, a blank report shows. Once a configuration is saved, then the columns (Name, Interface & ODA URL) will show the related details. The buttons on this page are:
    • Refresh, when clicked the page is reloaded
    • Add New, create a new connection between Chat and an Oracle Digital Assistant Skill
    • Open, opens an existing configuration
    • Delete, deletes an existing configuration
  • Select “Add New” to create a new connection & complete the following fields for this connection:
    • Name: Any meaningful name with max length of 10 characters
    • Notes: Relevant notes for this connection
  • Navigate to the “Configurations” tab and complete the following fields for this connection:
    • Configurations > Type: Oracle Digital Assistant
    • Configurations > ODA URL: ODA URL
    • Configurations > Channel Id: Channel ID for communicating with ODA. This can be copied from the ODA console
    • Configurations > Channel Secret Key: Channel Secret key of the channel. This can be copied from ODA
    • Configurations > Max Token Expiration (Minutes): Token Expiration in minutes from ODA
  • Navigate to the “Profile Access” tab to assign profiles to this connection:
    • For any interface, use the menu to select the profile(s) for which this feature is enabled
    • Select an interface
    • From the menu on the left, select the profile, then use the arrow button to move the profile to the menu on the right. Multiple profiles can be selected
  • Navigate to the “Customizations” tab to define additional options for this connection:
    • Extensibility can be used for logging
    • Logging Extensibility Action: Name of the registered action (from extensibility). Logs the endpoint for this feature
  • Save your changes
• Once this configuration is complete, then the agents defined in the Profile Access field can utilize the Agent Suggestions feature in Chat 

Chat Administrator: Feature Set-up & Configuration when a Generative AI service is in place

More information on configuring the Chat Agent Suggestions feature so the suggestions are provided by a Generative AI service is available in this blog post: Oracle B2C Service: How to Configure Chat Agent Suggestions