Rules

The Rules engine within AI Studio allows you to define custom rules that monitor live customer interactions for specific keywords and phrases. When these keywords or phrases are detected, the engine automatically triggers helpful actions or suggestions to assist agents in real time.

The engine is powered by the Realtime Insights Orchestrator (RTI), which monitors live interactions, detects defined keywords, phrases, or conditions, triggers relevant actions or suggestions, and delivers them to the agent through the Copilot interface.

The Rules engine offers several key benefits that enhance its usability and effectiveness. It is customizable, allowing tenants to define their own rules and actions based on specific business needs. The engine is highly flexible, supporting a wide range of triggers and responses to suit various interaction scenarios. It is also integrated seamlessly with other Copilot for Agents features such as Real-time Summary, Sentiment Analysis, and Automated Summary (AutoSummary), ensuring a unified experience. Lastly, the engine is scalable, built to adapt to evolving business requirements and diverse interaction types across different industries.

Manage Rules

1. Click the app selector and select AI Studio > Rules. The application displays the Rules interface.

Create New Rule

1. In the Rules interface, click Add Copilot Rule.

2. In the General tab, do the following:

   1. In the Name field, enter a unique name for the rule.

      Rule names must be unique. Rule names must not exceed 250 characters.

   2. In the Description field, enter a brief explanation of what the rule does.

   3. In the Notes field, add any optional comments or context for future reference.

3. In the Rule Logic tab, do the following,

   1. In the Observation Interval field, select the time range in the call transcript that the application should monitor for rule evaluation.

      This setting does not trigger the rule. It only defines when in the call the application should begin checking for the selected keywords or phrases. Choose one of the following options:

      • After – The application starts evaluating the transcript after a specified number of seconds from the start of the call. For example, check the transcript after 20 seconds until the end of the call.

      • Between –The application evaluates the transcript only within a defined start and end time (in seconds). For example, check only between 30 and 90 seconds.

      • None – Choose this if no time-based condition is required. The system evaluates the entire transcript.

      • Within the First – Specify a time frame (e.g., first 30 seconds) within which the rule should trigger.

        Enter the required values based on the selected interval type.

   2. In the Rule Triggers section, define the conditions that activate the rule. You can configure the rule using one of these trigger types:

      1. Keywords or Phrases

      2. Intent Based Conditions

   3. Select the Keywords Or Phrases option to activate a rule when the system detects specified text in the interaction transcript.

      1. In the Add Keywords or Phrases field, click Add Keywords to enter one or more keywords or phrases that the system should look for within the selected interval. Use Clear to remove previously added keywords or phrases.

      2. In the Apply Rule When field, specify the condition that determines how the rule should evaluate the presence or absence of the entered keywords or phrases. Select one of the following options from the dropdown:

         • Any keyword or phrase is present: The rule activates if at least one of the selected keyword or phrase appears in the interaction.

         • All keywords or phrases are present: The rule activates only if every keyword or phrase you selected appears in the interaction.

         • Any keyword or phrase is missing: The rule activates if at least one of the selected keywords or phrases is not found in the interaction.

         • All keywords or phrases are missing: The rule activates only if none of the selected keywords or phrases appear in the interaction.

      3. In the Party That Activates Rule field, specify whose speech the system should evaluate when looking for the keywords. Select one of the following options from the dropdown:

         • Customer: Evaluate only customer utterances.

         • Agent: Evaluate only agent utterances.

         • Either Party: Evaluate utterances from the agent or customer.

      4. In the Activation Threshold field, enter the number of times the rule’s condition must be met before the rule activates for the first time.

   4. Select the Intent Based Conditions option to activate a rule when the system identifies a specific customer intent. The application performs intent detection only on customer transcripts.

      1. In the Rule Intent field, enter the intent that activates the rule. The intent name supports up to 100 characters. You can optionally enter a description and example utterances. Each field supports up to 500 characters.

      2. Use the Confidence Threshold slider or numeric field to define the minimum confidence score required for the detected intent to activate the rule. The supported range is 0.0 to 1.0, and the default value is 0.7.

         The rule activates only when the detected intent confidence score is greater than or equal to the configured threshold.

   5. The Activation Limits section defines how frequently the rule can trigger and how long it must wait between activations during a single interaction. This section includes the following fields:

      • Occurrence Limit:The maximum number of times the rule can trigger within a single interaction. Once the rule has been triggered up to the Occurrence Limit, it will no longer be activated during that interaction.

      • Cool Off Period: The minimum amount of time, in seconds, that must pass before this rule can be triggered again.

   6. Click Save. The rule is created and you can link actions to these rules.

4. In the Linked Actions tab, link the rule to an existing action. To link the rule to an existing action, do the following,

   1. In the Linked Actions list, select the check box next to each action you want to link, or you can use the Search Actions box to find a specific action.

   2. Click Save.

Activate a Rule

1. Identify the rule you want to activate in the Rules list.

2. Click the More options icon () next to the rule.

3. From the menu, select Activate.

4. The rule’s status changes to Active in the list.

Deactivate a Rule

1. Identify the rule you want to deactivate in the Rules list.

2. Check the Status column to confirm the rule is Active.

3. Click the More options icon () next to the rule you want to deactivate.

4. From the menu, select Deactivate.

5. In the Are You Sure? dialog box, review the profiles that will be impacted. Click Deactivate to confirm.

6. The rule’s status changes to Inactive in the list.

Edit a Rule

1. Locate the rule you want to edit in the Rules list.

2. Click the More options icon () next to the rule you want to edit.

3. From the menu, select Edit.

4. Make the necessary changes in the rule configuration screen.

5. Click Save to apply your changes.

Filter Rules by Status

1. On the Rules page, click the Filter icon next to the search box.

2. Select one of the following options:

   • All to view all rules.

   • Active to view only active rules.

   • Inactive to view only inactive rules.

3. The list updates to show rules based on your selection. The applied filter appears above the list.

4. To remove the filter, click Clear All.

1. In the Linked Actions tab, click on Link Action.

2. In the Link Action dialog box, select an Action Type from the dropdown menu, for example, Text Card, Checklist, Decision Tree, and so on.

3. Based on the selected type, additional fields may appear:

   • For Text Card, choose a Card Type.

   • For a Checklist, select a checklist from the Select Checklist dropdown.

   • For a Decision Tree, select a decision tree from the Select Decision Tree dropdown.

4. Click Link Action to add the new action to the existing list of actions.

Edit an Action

1. In the Linked Actions tab, locate the action you want to modify.

2. Click the More options icon () next to the action name.

3. Select Edit from the dropdown options.

4. Update the action details such as Action Type and other related fields.

5. Click Update Action to apply your changes.

Activate or Deactivate an Action

1. In the Linked Actions tab, locate the action you want to modify.

2. Click the More options icon () next to the action name.

3. From the menu, select Activate.

4. The action’s status will change to Active.

   Similarly, you can deactivate a action.

Remove an Action

1. In the Linked Actions tab, locate the action you want to modify.

2. Click the More options icon () next to the action name.

3. From the menu, select Remove.

   The action is removed from the rule.

Bulk Remove Actions

1. In the Linked Actions tab, select the action(s) you want to remove from the list.

2. Click the Remove Action button located next to the Link Action button.

3. Confirm the removal if prompted.

4. The selected action(s) will be removed from the rule.

Sort Actions by Name, Type, and Status

1. In the Linked Actions tab, go to the Linked Actions list.

2. Click the Action Name column header. The list sorts alphabetically in ascending order.

3. Click the column header again to sort in descending order.

   Similarly, you can sort by Action Type and Status.

Use Case