Configure AI Prompt for Copilot for Agents KB Answers

You can use CXone Mpower GenAI Prompt Editor to control the prompt that Copilot for Agents uses to create a KB answer. This lets you control the language, tone, and length of the KB answer. Once you've completed your prompt configuration, you can manually enter articles to test the settings against. If you're not satisfied with the response generated in the test, you can continue to refine your settings until you are satisfied. After that, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

At the top of each prompt profile is a disabled drop-down showing the LLM Model the profile uses. You cannot change the selected LLM.

Complete each of these tasks in the order given.

Create Prompt Profile

Required permissions: GenAI Prompt Editor, Prompt Access Edit

You will also need a license for CXone Mpower Copilot for Agents and the KB answers feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

If you create a new profile but don't publish it within 30 days of the most recent edit, the profile settings on the Prompt Configuration tab revert to their defaults. If you edit an existing profile but don't publish within 30 days of the most recent edit, changes on the Prompt Configuration tab revert to the settings specified in the latest published version.

  1. Click the app selector icon of app selector and select Admin.

  2. Go to GenAI Manager > GenAI Prompt Editor.

  3. Open Copilot for Agents > Copilot KnowledgeArticle.

  4. Create a new profile. You can do this in one of two ways: 

    1. Create a new, blank profile. To do so, click the plus icon Icon: a plus sign next to the Copilot AutoSummary folder. The new profile appears at the bottom of the list.

    2. Duplicate an existing profile.  

      1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

      2. Rename the copy by locating it at the bottom of the Copilot Autosummary profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

  5. On the Prompt Configuration tab, adjust the values for these fields as needed:

    • Who is the persona?

    • What is the language of the summary?

    • What is the tone of the summary?

    • What are the instructions for the summary?

    • What is the max length of the summary? 

    Field Details
    Who is the persona?

    A description of the persona you want AI to take on as it generates the summary.
    What is the language of the summary?

    The language the summary appears in. You can choose between these options: 

    • English

    • Portuguese

    This field only impacts the language of the generated content.

    What is the tone of the summary?

    The tone of the summary between three options:

    • Formal

    • Informal

    • Casual

    What are the instructions for the summary

    The information you want the summary to include and the format you want it in.

    Important: The What is the language of the summary? field only affects the language of the generated summary. You must enter these instructions in English.
    What is the max length for the summary?

    The maximum length of the summary between three options: 

    • Short (1 - 50) words

    • Medium (51 - 100) words

    • Long (101 - 200) words

    • Extra Long (201 - 250) words

    • Extended (251 - 500) words

Add Articles for Testing

Required permissions: GenAI Prompt Editor, Prompt Access Edit

All articles you add to the table are included in the test response.

  1. Click the Articles tab.

  2. Click Create New Article. The new article appears in the table.

  3. In the table, to the right of your new article, click the modify Icon: A sheet of paper with a pencil in the corner icon.

  4. In the text area, click Edit.

  5. Enter or paste the article content into the text area. When you're satisfied with the article, click Save.

  6. To return to the table view, click the table Icon: A table with two columns and two rows icon.

  7. Continue adding articles until you're satisfied.

Test and Publish the Prompt

Required permissions: GenAI Prompt Editor, Prompt Access Edit

Once you've configured the prompt settings and added articles, you can test your prompt. This will help you see what the AI-generated text looks like and gives you a chance to refine your settings. Publishing the prompt makes it available both for others to see and for selection in the Copilot for Agents profile on the Copilot for Agents Config page.

  1. When you're happy with your articles, click Test Response.

  2. Review the Copilot for Agents KB answers generated for the customized prompt and articles you provided. If you're not satisfied with the result, adjust the prompt configuration settings and try again. Continue testing the response and adjusting your settings until you're satisfied with the KB answers your prompt is generating.

  3. Click Publish Prompt.

Select the Prompt in Copilot for Agents

After you've published the prompt profile, you can select it in the Copilot for AgentsAgent Assist Hubapplication.

  1. Still in the Admin application, go to GenAI Manager > Copilot for Agent Config.
  2. Select the Copilot profile you want to modify or click Add Copilot Profile to create a new one. Follow these instructions if you need to configure the whole profile.
  3. Click the Knowledge tab. Select Knowledge Hub as your Knowledge Source and then turn on Enable KB Answers From the KB Answer Prompt drop-down under the Primary KB Answer Configuration section, select the prompt profile you want to use.
  4. Click Save.