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How can I configure the Proofread Agent feature for BUI Chat?

Environment 

Chat, Browser UI  

Oracle B2C Service 

Resolution 

To enhance the Chat Agent Experience, we've introduced the Proofread Agent, allowing agents to have their outbound messages reviewed by an AI service before sending them to customers during live chat sessions. 

The proofread version of the message can be accepted or declined by the agent; if accepted, the content can be modified by the agent before its sent to the customer. Previously, agents relied on browser-based spell checking, but no dedicated proofreading capabilities existed within the chat panel itself. With this update, agents now have seamless access to a built-in Proofread Agent directly within the chat panel, ensuring greater accuracy and professionalism in customer interactions. This enhancement leverages AI services to optimize communication, helping agents deliver the best possible chat experience for customers. 

Administrators can configure the feature so that suggestions are offered from different Generative AI services. This guide provides instructions on how to configure the Proofread Agent feature to integrate with any AI service. Additionally, Administrators can find further configuration insights in this blog post: Oracle B2C Service: Proofread Agent for Chat.

Chat Agent Experience: Overview & Details

Overview of the Chat Agent Experience:

• Given the Proofread Agent feature is enabled by the administrator
• If an agent wants a message proofread before sending
• Then they can click the "proofread" button within the public compose toolbar
• When the agent receives a proofread version of the original message and the agent can accept or decline the proofread message
  • If accepted, then the original message is removed from the public compose field and the proofread message is added to the public compose field
  • If declined, then the proofread message is removed from the suggestions panel
• Then the agent can send the message to the customer
   

Details of the Chat Agent Experience:

• The Proofread Agent feature must be enabled for the agent’s profile
• If there is no text in the public compose field, then the Proofread Agent button is disabled
• Agents are provided one proofread message, and the proofread message includes the label "Proofread Agent" and the improved text is provided below the label
• Agents can modify the proofread message before sending to the customer
• Agents can resubmit a proofread message for further improvement, before sending to the customer
• Proofread messages are provided to the agent within the Suggestion panel, and
  • If the proofread message is lengthy, then 5 lines of content are provided and an option to “show more" is available
  • The agent can undock & dock the suggestion panel. When undocked, the position of the suggestion control must remain within the Browser UI window
  • The agent can minimize & maximize the suggestions panel within each chat session
     

Chat Administrator Experience: System Requirements & Configuration Details

System Requirements for the Proofread Agent feature:

• An AI Service to provide the proofreading functionality
• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
• External Objects is enabled for your site
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is available beginning on June 06, 2025
   

Configuration Details:

Step 1 - Create the integration within External Objects

• Follow the steps in this documentation to create an External Object/Integration.
   

Step 2 - Create a new connection for the Proofread Agent feature

Create a new connection for the Proofread Agent feature within the Browser UI:

• Log into the Browser UI
• Go to the Administration page (menu in the upper left corner)
• Go to “Chat Configuration”
• Go to “Proofread Agent”
• When the Proofread Agent configuration page opens for the first time, a blank report shows. Once a configuration is saved, then the columns show the related details.
  • The buttons on this page are:
  • Refresh, when clicked the page is reloaded
  • Add New, create a new connection opens
  • Open, opens an existing connection
  • Delete, deletes an existing connection
• Select “Add New” to create a new connection & complete the following fields for this connection:
  • Name (required field): Any meaningful name with max length of 10 characters
  • Provider (required field): This is the AI service provider
  • Connection (required field): Select the External Object connection
  • Maximum Character Limit: The limit is dependent on the max character limit of the connection used. The Maximum character limit can be a value of 5000 or less. If a prompt contains more than the max limit, then the prompt is not sent to the AI service
  • Notes: Helpful notes about this connection
  • Created: Date and time this connection was created
  • Created By: The name of the user that created this connection
  • Updated: If this connection is updated, the date & time are listed
  • Updated By: If this connection is updated, the name of the user that made the update is captured
     

Step 3 - Configure the Proofread Agent feature

Within the new connection, navigate to the “Configurations” tab and complete the following fields for this connection:

• A default prompt for the selected service provider is available, can be modified, and must be tested
• A list of the parameters that are included in the request payload is provided
• 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:
  • Configure "Logging Extensibility Action" if desired. Provide the name of the registered action (from extensibility). Extensibility Code that is triggered when an action is performed from Oracle B2C Service Agent Browser UI. This will be helpful if you wish to monitor the usage of this feature for a site. This is an optional step.
  • Configure "Feedback Extensibility Action" if desired. Provide the name of the registered action (from extensibility). Extensibility Code that is triggered when an action is performed from Oracle B2C Service Agent Browser UI. This will be helpful if you wish to provide your agents with feedback capabilities when using this feature for a site. This is an optional step.
  • More information about configuring this feature can be found in Answer ID 13011: Requirements to configure the Suggestion Feedback feature for Chat in the Browser User Interface.
  • Configure "Convert Request Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the request payload for getting the proofread text from the AI Service endpoint.
  • Configure "Convert Response Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the response format required by the AI Service.
     

Step 4 - Save your changes

• Note: To edit an existing connection, simply open the connection, make the changes, save your work