How can I configure Agent Suggestions for chat in the BUI?

As of the 24B release, we are in the early adopter phase of the new feature “Agent Suggestions for Chat in the Browser User Interface”. 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 initial release of this feature, the suggestions are provided by Oracle Digital Assistant. In subsequent releases, it will be possible to utilize a different AI service.

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 from the Oracle Digital Assistant
  • 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 to the Oracle Digital Assistant
  • 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 and the ODA sends a suggested answer(s) to the agent
  • Agents are provided up to five suggestions at one time, from the ODA
  • 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 from the Oracle Digital Assistant
  • 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 the Oracle Digital Assistant has 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

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 (your site will be updated to the proper EP version as part of the Service Request enablement process)
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-digital-assistants-and-skills.html#GUID-3BE4756F-4C99-42E9-9CAA-862C62074BBC
  • 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”, and a new workspace opens where the connection between Chat and an Oracle Digital Assistant Skill is configured
    • For the Name field, enter an internal name that allows the Interface & Skill combination to be easily identified
    • For the Interface field, select a site or an interface from the list. If a site is selected, then the Oracle Digital Assistant Skill applies to all of the interfaces associated with the site. If an interface is selected, then the Oracle Digital Assistant Skill applies to that interface only. Please Note: If an interface is selected, then that configuration overrides any site configuration
    • For the Profile Access field, select the Profile(s) for which this feature is enabled
    • Enter the information for your Oracle Digital Assistant tenancy in the following fields:
      • ODA URL
      • Channel ID
      • Channel Secret Key
      • Max Token Expiration
  • 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