Configure Dialogflow CX with Webex Contact Center
Introduction
Prerequisites
Requirements
Components Used
Configure
Provision Google CCAI with Webex Contact Center
Configure Feature Flag in Control Hub.
Create Google Contact Center AI connector in Webex Control Hub.
Create Virtual Agent in Dialogflow CX porta.
Create Contact Center AI Config.
Configure Flow in Webex Contact Center
Configure Virtual Agent in Dialogflow CX portal
Introduction
This document describes how to configure Google Dialogflow CX with Webex Contact Center.
Contributed by Mykola Danylchuk - Cisco TAC Engineer
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
Webex Contact Center 2.0
Google Cloud Platform and Google Dialogflow.
Components Used
The information in this document is based on these software versions:
WxCC 2.0
Google Dialogflow CX
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.
Configure
The integration requires you to do configuration in multiple portals: Google Cloud Platform and Google Dialogflow, Cisco Control Hub, and
Webex Contract Center.
Provision Google CCAI with Webex Contact Center
The integration of Google CCAI with the Webex contact Center starts with Provisioning. Below are the main points which needs to be
completed for the Proficioning of Google CCAI with Webex Contact Center.
Detailed information about the provisioning you can find in the article below.
https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/217594-provision-goog...
Configure Feature Flag in Control Hub.
Open up service request with Cisco Team or work directly with your Customer Success Manager (CSM) to enable the following Feature
Flag for your tenant.
wxcc_ccai_feature
self-service-conv-ivr
flow-control-json-object-support
Create Google Contact Center AI connector in Webex Control Hub.
Step 1. Loging to Webex Control Hub and navigate to Contact Center Services. Select Connectors and Click on Add More under Google
Contact Center AI card.
Step 2. Login with Google user account which you specified when you submitted the provisioning form to Cisco. The google user account
also should have Owner and Dialogflow Admin role in GCP project.
Step 3. Provide the name of the Connector, select GCP Project, select the Cisco-Provided Project, and select the service account which is
configured with Cisco project. You should receive service account information on the email after the provisioning is completed.
Create Virtual Agent in Dialogflow CX porta.
Step 1. Login to Dialogflow CX portal (https://dialogflow.cloud.google.com/cx/) and select the GCP project
Step 2. Provide the name of the virtual Agent and select the Location.
Step 3. Click Menue on the left top corner and select Agent Assist
Step 4. In the Agent Assist options select Conversation Profile.
A Conversation Profile includes settings such as the welcome message that greets the user, the language of the conversation, time zone,
default fallback messages, and other parameters that can affect how the virtual agent interacts with the user.
Step 4. If you don't have any conversation profile configured earlier you can create new one.
Step 5. Provide the name of the Conversation Profile and enable Virtual Agent.
Step 6. In the Virtual Agent field select the virtual agent which you created earlier.
Step 7. Copy the Conversation Profile information as you would need it in the following configurations.
Create Contact Center AI Config.
Step 1. Login to Webex Control Hub, select Contact Center service, and click on create new Feature.
Step 2. Select Contact Center AI Config in the following window.
Step 3. Provide the name for the feature, select the connector, and provide the Conversation profile which you collected earlier.
Configure Flow in Webex Contact Center
Step 1. Login to Webex Contact Center Management portal
Step 2. Add VirtualAgentV2 block to the flow and select Contact Center AI Config which we created in the previous section.
Configure Virtual Agent in Dialogflow CX portal
Step 1. Open up Dialogflow CX portal (https://dialogflow.cloud.google.com/cx/) and select you agent from the list.
Step 2. On the Start Page select to add the Rout and click to add new Intent
Step 3. Give the Inten a name and provide a couple of training phrases and click on Save.
Step 4. On the Same Rote select
