Create a Contact Center AI configuration
Use this article to create the Contact Center AI (CCAI) configuration for features such as Virtual Agent–voice and Agent Answers.
Create a Contact Center AI configuration
The Contact Center AI configuration leverages the built-in and service-specific integration connectors to invoke the AI services provided by Cisco and third-party vendors, respectively.
This contact center solution offers the following CCAI features:
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Virtual Agent handles conversation with a contact center caller through IVR flows.
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Agent Answers empowers agents with real-time assistance during the call.
The CCAI features and their availability in contact center solutions are shown in the following table:
Contact Center solution |
CCAI feature |
Data Center |
---|---|---|
|
Virtual Agent–voice |
US, UK, Frankfurt, Australia, Japan, Singapore and Canada. |
|
Agent Answers |
US, UK, Frankfurt, Australia, Japan, Singapore and Canada. |
Before you begin
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Ensure that the service-specific integration connector is created. For example, Google Contact Center AI connector.
1 |
Sign in to Control Hub using the customer organization credentials. |
2 |
Navigate to . |
3 |
Go to the Features tab. Click . |
4 |
In the New Contact Center AI Config page, configure the following details. |
5 |
In the Config Name field, enter a unique name for the configuration. |
6 |
(Optional) In the Description field, enter a brief description of the configuration. |
7 |
In the Contact Center AI Connector field, choose one of the following connector type options:
The configured connectors get populated in the drop-down list based on the chosen connector type.
|
8 |
Choose one or more options to set the default configuration of the CCAI feature:
|
9 |
Click Save. You receive a confirmation message after the configuration is successfully saved. The configured card, with a Contact Center AI label, appears on the Features page. |