Service Bots - Cobalt - Release Notes


Note: This is a version release document.
  • Some of the screenshots may show a slight difference compared to the release version as we are constantly seeking to improve the design and usability up until the release date.
  • The pages on the wiki detailing these differences will be updated soon. For more up-to-date information, please consult: Open url.png Wiki News

Cobalt version 1.1

ReleaseNotes_1_1

What's new: Association of virtual agents with MS Teams

You can associate a Service Bots virtual agent with the collaborative tool, Microsoft Teams. It will then appear just like any other corporate team member and can interact in a natural way with users via the chat.

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 Implementation principle

1. Go to the Admin module and select Administration > Service Bots > Agents in the menu.

2. Select the virtual agent to be associated with MS Teams.

3. Click Associate MS-Teams bot in the toolbar.

4. Complete the form displayed in the side pane to associate the Service Bots virtual agent with MS Teams.

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Dictionary management

A dictionary appears as a CSV file comprising a list of terms and the links that exist among them.

You can now manage dictionaries in the Service Bots module via the Admin module by selecting Administration > Service Bots > Dictionary in the menu.

List of functionalities

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(1): Import a new dictionary.
(2): Update an existing dictionary by importing a new CSV file.
(3): Export a dictionary to a CSV file.
(4): Modify a dictionary.
(5): Delete a dictionary.
(6): Access the list of terms in the dictionary.

Description of functionalities

Import a new dictionary

This functionality is used to import a new dictionary and associate it with one or more Self Help projects specific to a virtual agent. In this way, an administrator can import a list of project-specific terminology.
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1. Click Import new dictionary in the toolbar.

2. Enter a name for the new dictionary.

3. Select the CSV file to be imported.

4. Specify the language of the dictionary.

5. Add a description of the characteristics of the dictionary if required.

6. Click Import. The new dictionary will appear in the list of dictionaries available on the server.
 

Update an existing dictionary

This functionality is used to replace or add terms to an existing dictionary on the server.

1. Select the dictionary you want to update and click Import in the toolbar.

2. Select the CSV file to be imported.

3. Specify if you want to overwrite the existing dictionary with the terms in the imported CSV file, or if you want to keep the existing dictionary terms and add new terms from the imported CSV file. If you want to overwrite the existing dictionary, check the Replace existing dictionary box.

4. Click Import. The dictionary will be updated on the server.

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Export a dictionary to a CSV file

This functionality is used to export an existing dictionary to a CSV file.

1. Select the dictionary you want to export and click Export in the toolbar. The dictionary's details will appear in the side pane.

2. Click Export. The dictionary will be exported to a CSV file.

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Modify a dictionary

This functionality is used to modify the details of a dictionary and define the domain and projects with which it should be associated.

1. Select the dictionary you want to modify and click Modify in the toolbar.

2. Modify the required information, e.g. name, language, description, etc.

3. Select the domain in which Self Help projects to be associated with the dictionary belong.

4. Select the Self Help projects to be associated with the dictionary.

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Integration forms in the virtual agent procedures

Dynamic information can now be collected during a chat with the virtual agent. To do this, you should integrate forms in specific procedures. You can subsequently use or retrieve this information in the rest of the procedure.

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 Implementation principle

You implement a form within a virtual agent procedure in the same way as you would implement any other Self Help procedure.

Cobalt version

What's new: Service Bots module

Self Help integrates now a Service Bots module for deploying virtual agents. 

A virtual agent is a new functionality that opens a conversation panel enabling an artificial intelligence to provide relevant knowledge to users via a text discussion. To do this, it relies on an NLP (Natural Language Processing) engine.
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Characteristics

  • The virtual agent can be integrated within a customer portal for a given domain.
    • You can create several virtual agents.
    • Each agent will be linked to a specific domain and to one or more projects within this domain.
  • It can also be integrated within a HTML page to be accessed independently of the portal.
  • The interface uses the evSH theme.
  • You can define several properties to modify the characteristics of the agent, e.g. font displayed in the conversation panel, configuration of the call button, header and data entry field in the conversation panel, keywords displayed in the tag cloud when the conversation panel is opened, etc.

Implementation principle

Customer portal

  • Go to the Home page of the Self Help Studio and open the Admin module.
  • Select Virtual Agent > List in the menu and click Add.
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  • Specify a name for the new agent.
  • Select the relevant domain and projects.
  • Click Add.
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HTML page

  • You must add a JavaScript code in the <head> section of the page.
  • This code enables you to specify the domain, agent ID, language, public account and theme to be used.

See the JavaScript code

<script type="text/javascript" src="https://www.myselfhelpdomain.com/va-themes/EVSelfHelp.widget.min.js"></script>
<script type="text/javascript">
  var ezEvie = new EVSelfHelp.Widget(
   {
    "assistant-id": "MyAgentID",
    "lang": "en_US",
    "is-test": false,
    "config-url": "https://www.myselfhelpdomain.com/va-themes/ezv-panel/config.json",
    "quicklinks": ["Text1","Text2"],
    "contextvars":
     {
      "shoptions": "public",
      "theme": "evsh"
     },
    "custom":
     {
    "ff": "verdana",
    "fs": "14px",
    "f_color": "#1e1f1f",
    "title": "https://www.domain.com/logo.png",
    "subtitle": "Your virtual agent",
    "subtitle_color": "#ffffff",
    "bg_color": "#6eb0da"
    "cb_name": "EVie",
    "cb_color": "#6eb0da",
    "cb_color_alt": "#2c658a",
    "user_color": "#ffffff", //f6f7f9
    "user_bgcolor": "#fa7268", //ffbb00
    "footer_color": "#ffffff",
    "placeholder": "Enter your question",
    "textarea_border": "1px solid #e8e8e8"
     }
   });
</script>

Parameters to modify

  • www.myselfhelpdomain.com: Replace this with the address of the Self Help domain hosting the project.
  • assistant-id: ID of the virtual agent.
  • lang: Language to be used, e.g. fr_FR, en_US.
  • is-test: Used to indicate if the agent should use the project version currently being modified (value true) or not (value false). Note: Users must have the relevant rights.
  • config-url: Location of the theme.
  • quicklinks: Predictive text suggested to users.
  • contextvars.shoptions: Public account when data must be made accessible to non-connected users.
  • contextvars.theme: evSH theme to be used for displaying procedures.
  • custom: Parameters for customizing the conversation panel.

Virtual agent parameters

You can use a set of properties to configure the virtual agent.

  • Configuration parameters: Self Help domain hosting the project, virtual agent language, customization of the conversation panel, etc.
  • Virtual agent customization parameters: Font, size, text color, logo, agent name, etc. This depends on the theme.
  • Methods for opening the virtual agent in the page, e.g. when a question is asked, or when a new conversation is initiated.
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Last modified by Unknown User on 2020/10/20 15:00
Created by Administrator XWiki on 2020/10/20 15:00

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