Create Enlighten Copilot for Agents Profiles

After initially setting up Enlighten Copilot for Agents with help from your CXone Account Representative, you must create a Studio script and an Enlighten Copilot for Agents profile in CXone. You can create additional profiles to customize the Enlighten Copilot for Agents experience for different business requirements. For example, you may want billing and sales agents to see only next-best responses, but support agents to see both next-best responses and KB answers.

Create a Script for Copilot for Agents

Permissions Required: Studio Script View, Create/Edit

You need to create or modify at least one Studio script to set up Copilot for Agents in your contact center. The scripts must:

• Be designed to route interactions by skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge to the agents you want Copilot for Agents to be available for.
• Include the Agent Assist Studio action. It must be placed in your script after the ONANSWER action.

To complete the configuration of your script: 

• Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
• Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
• Complete any additional scripting and test the script.

Create a Copilot for Agents Profile

Permissions Required: Integrations > Launch Integrations

You need to create at least one Copilot for Agents profile in Agent Assist Hub. Each profile is a separate agent assist app in Agent Assist Hub.

1. Click the app selector and select Other > Automation & AI and then click Agent Assist Hub.
2. Click Add Agent Assist App.
3. Enter the Agent Assist App Name and click Enlighten Agent Copilot in the list under Select Agent Assist App Type.

4. In the Generative Response Tone drop-down, select the tone of voice you want Copilot for Agents to use.

   Learn more about response tones

   Response Tone	Details
   Casual	Suggested responses are relaxed and friendly. For example, "Oh no! Let's get this fixed. Can I have your order number?"
   Confident	Suggested responses are sure and upbeat. For example, "Don't worry. I'll make sure this problem gets fixed. Can you please send me your order number?"
   Empathetic	Suggested responses show empathy for the contact's negative experience. For example, "I'm sorry you're having trouble with your order. This must have been difficult to deal with. I'm here to help! To start, can you send me your order number?"
   Formal	Suggested responses are precise and proper. For example, "I apologize for the inconvenience this has caused you. Please provide your order number."
   Instructive	Suggested responses provide clear, straightforward instructions. For example, "Send me your order number. To find it, open your profile and scroll down to the My Orders section."

5. In the Copilot Persona field, enter a short, specific persona description for this Copilot for Agents profile. The persona description describes its role and purpose. For example, You are a friendly agent assistant answering questions about billing. This gives Copilot for Agents context and instructions to help it generate more relevant suggestions. The maximum character count is 250.

   Make your Copilot Persona description concise and easy to understand. A poorly written description may result in poor suggestions from Copilot for Agents.

   View example descriptions

   • "You're a technical expert answering questions about our appliance company, OneAppliance. OneAppliance sells and services washers, dryers, and dishwashers. Be succinct and use technical language."

   • "You're an assistant for customer service agents answering questions about our university, OneUniversity. One University is an accredited four-year online university. Be friendly and use concise language."

   • "You're a banking expert answering questions about our bank, OneBank. Common topics include personal finance, investing, and taxes. Your specialty is taxes. Be as concise as possible."

6. Click Next.
7. Configure the fields on the Configuration tab.
   1. In the Channels drop-down, select the channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want this Copilot for Agents profile to apply to.
   2. If you selected Voice in the previous step, select a Transcription Service.

   3. In the AI Response Settings section, enable the types of content you want Copilot for Agents to generate.

      Learn more about fields in this step

      Option	Details
      Sentiment	The contact's current mood: Positive, Negative, or Neutral. Includes the reason for the sentiment. Use the drop-down for Reason Length to set the target word count.
      Real-Time Summary	Summaries of live interactions. As the interaction progresses, its real-time summary updates. Use the drop-down for Response Length to set the target word count.
      Final Summary	Summaries of finished interactions. These appear in the Notes field in CXone Agent. They can be passed to a supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application. Use the drop-down for Response Length to set the target word count.
      Agent Transfer Summary	Summaries of interactions before they were transferred. These appear to receiving agents, allowing them to catch up on the contact's conversation with the previous agent. Use the drop-down for Response Length to set the target word count.
      Behavioral Guidance	Suggested responses based on what the contact says. For example, if a contact says their order is late, the suggested response could be, "I'm sorry your order is late. I'm here to help!" Use the drop-down for Response Length to set the target word count. In the # Of Response field, enter the number of responses you want Copilot for Agents to generate at a time.

8. Click Next.
9. To integrate Copilot for Agents with your CXone Expert knowledge base A website that stores troubleshooting articles. (KB), configure the fields on the Knowledge tab.
   1. Enable Expert Copilot Integration.
   2. Enter your Client Key, Client Secret, and Site URL.
   3. To limit this Copilot for Agents profile's access to a specific section of your CXone Expert KB, enter the path to that section in Default Path. It should be in this format: Page/Subpage. For example, if you enter Laundry/Dryers, Copilot for Agents will only have access to articles in the Laundry > Dryers section of the site. Click + to add more paths.
   4. To limit the number of CXone Expert kernels Copilot for Agents uses when generating content, enter a numeral in Kernel Count Limit. For example, if you enter 2, Copilot for Agents only uses the top two kernels that relate to the contact's issue.

   5. To require a match percentage for kernels, enter the decimal form of a percentage in Kernel Relevance Threshold. For example, if you enter 0.85, Copilot for Agents doesn't use kernels that are less than 85% a match for the contact's issue. The default value is 0.6.

      Testing is useful in determining your optimal match percentage. It depends on the kind of questions contacts ask and the kind of knowledge content you have. If Copilot for Agents is providing too many unhelpful responses, increase your match percentage.

   6. In the Expert Copilot Features section, enable the types of content you want Copilot for Agents to generate.

      Learn more about fields in this step

      Option	Details
      KB Answers	Suggests responses with solutions to the contact's issue. These are based on your organization's CXone Expert knowledge base. Use the Response Length drop-down to set the target word count.
      KB Web Links	Links to articles in your CXone Expert knowledge base. Configure the Maximum number of links that are displayed.
      KB Images	Images from articles in your CXone Expert knowledge base. Configure the Maximum number of images that are displayed.
      Process Steps	Breaks down KB answers into individual steps. Agents can send one step at a time to walk the contact through the process of solving their issue. In order to see this option, your CXone Account Representative must first enable Process Steps for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
      Agent Manual Query Input	Display a search bar at the bottom of Copilot for Agents that allows agents to prompt it for help.

10. Click Create.

Assign a Profile to a Studio Script

Permissions Required: Studio Script View, Create/Edit

1. In Studio, open the script you want to use.

2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

3. Double-click the Agent Assist action to open Agent Assist Hub.

4. In the left column, click the checkmark in a circle next to the agent assist application or profile you want to assign to this script.
5. Click Close.

Assign Multiple Profiles to a Studio Script

Permissions Required: Studio Script View, Create/Edit

You can use Studio variables to assign multiple Copilot for Agents profiles to one Studio script. You then use logic code that determines when each profile is used.

These steps describe a simple example of assigning two Copilot for Agents profiles to one script. Your script might be more complex. Contact CXone Services for the best design and implementation.

1. In Studio, open the script you want to use.

2. If you haven't done so already, add an AGENT ASSIST action to the correct location in your script.

3. Add a SNIPPET action before the AGENT ASSIST action and connect them.

4. Double-click the SNIPPET action.

5. In the Snippet editor window, create three variables. You need two variables to hold the Copilot for Agents profile names, and one variable to hold the name of the profile you want the script to use when it runs.

   View example code

   ASSIGN profile1="Profile1"
   ASSIGN profile2="Profile2"
   ASSIGN profileToUse = "profile2"

6. Underneath those variables, enter logic code that determines when each profile is used. This code changes the value of the profileToUse variable.

7. Double-click the AGENT ASSIST action to open Agent Assist Hub.

8. For each Copilot for Agents profile you want to use:

   1. Click the profile name in the left column.

   2. Copy the profile name from the General tab.

      View image

      

   3. Paste it into the snippet code you created previously as the value of one of the profile name variables. In the previous example code, the variable names are profile1 and profile2.

      View example code

      ASSIGN profile1="MyCopilot"
      ASSIGN profile2="MyCopilot2"
      ASSIGN profileToUse = "profile2"

9. Right-click the AGENT ASSIST action. In the assistLaunchConfigName property, enter {profileToUse}. This is the name of the variable that holds the profile you want the script to use, enclosed in curly brackets.

   View image

   

10. Save your script.