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Updated:August 1, 2023
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
A Dialogflow CX agent is a virtual agent that handles concurrent conversations with your end-users. It is a natural language understanding module that understands the nuances of human language. Dialogflow translates end-user text or audio during a conversation to structured data that your apps and services can understand. You design and build a Dialogflow agent to handle the types of conversations required for your system.
A Dialogflow agent is similar to a human call center agent. You train them both to handle expected conversation scenarios, and your training does not need to be overly explicit.
Dialogflow CX, provides a new way to design agents, which changes from a state machine (static conversations) approach to a more “agent”-design one. This gives you clear and explicit control over a conversation, a better end-user experience, and a better development workflow when you build a conversational AI experience for your environment.
Note: Dialogfow CX agent is supported only for OEM (Cisco billed).
Create Google Project and Dialogflow CX Agent
A Google Project needs to be created and provision with Cisco, in addition a Virtial Agent (Dialogflow CX) needs ton be created before you can start the integration with CCE. When a project is provisioned to Cisco you are considered a OEM customer (Cisco billed). If you need information on how to create and provision the project, and how to create the Dialogflow CX agent visit: Create Google Project and Dialogflow CX Agent
Create Virtual Agent Profile
When you create the Dialogflow Virtual agent you select the Google Data Center location. The steps to create the conversation profile depend on the Dialogflow CX location.
Location - US / Global
Step 1. Log in to Google Agent Assist and choose the project which was used when you created the Dialogflow CX agent.
Step 2. Select the Conversation profiles and click Create new as shown in the image.
Step 3. Ensure the Agent Assist URL uses the same location as the agent you want to create the conversation profile for. In this example, you see that the URL is in location global.
The agent you previously created was on global location, so you do not have to change the location in the URL.
Step 4. Add the name and the language.
Step 5. Scroll down and select Enable Virtual agent and then select the Dialogflow CX agent.
Now the conversation profile is created for the agent.
Webex Control Hub Configuration
Create a CCAI configuration in Cisco Webex Control Hub at Control Hub . A CCAI configuration leverages CCAI Connectors to invoke the CCAI services. For details, visit the Configure Contact Center AI article at Webex Help Center