Series: Configure Agent Assist

Add knowledge articles or FAQs to Google Cloud Storage for Agent Assist

Feature coming soon: Agent assist

Prerequisites

Note: Agent Assist is not available on on-premises Edge solutions.

Agent Assist provides knowledge suggestions based on the context of a live conversation between a customer and an agent. The agent assistant retrieves knowledge suggestions from your Google Cloud Storage. Before you can enable Agent Assist and create an assistant, you must upload your knowledge documents in a Google Cloud Storage bucket.

Step 1: Upload knowledge documents

  1. In the Google Cloud Console, open the Cloud Storage browser and create a bucket for Agent Assist in Google Cloud Storage.
  2. Upload your documents to the Agent Assist bucket. For more information, see Google documentation.

Step 2: Copy the Google Cloud storage URL of the knowledge documents

  1. Select the Objects tab in the Agent Assist bucket. Find your document and open the object details.
  2. Click Copy URL near the URI parameter to copy the Google Cloud Storage URL of the document.
  3. Repeat steps 1 and 2 for each document that you plan to add to your Agent Assist knowledge base.

Shows the URI field in the Object details

Note: You need the Google Cloud Storage URL of the document later when you add knowledge articles to the knowledge base in the Genesys Cloud Agent Assist Console.

Step 3: Create a knowledge base in the Google Cloud Agent Assist Console

Create a knowledge base in the Google Cloud Agent Assist Console

  1. Open the Google Cloud Agent Assist Console. When you successfully complete the previous steps, the console displays a list of Agent Assist projects. Select your project.
  2. In the navigation pane, choose Data, and then select the Knowledge Bases tab.
  3. Click Create new to create a Knowledge Base.
  4. Under Display name, enter a name and click Create.

    Note: Do not select another language in the list. For now, Agent Assist supports English – US only.

Step 4: Add articles to Knowledge base

This section describes how to add articles to the knowledge base using the Google Cloud Agent Assist Console. Genesys can also add articles programmatically using APIs. For further information, contact your Genesys representative.

If you do not want to add articles, just skip this step.

Prerequisites

Add articles to the knowledge base

When you create the knowledge base, you are redirected to the Upload page where you can add documents to your knowledge base.

  1. Click Create new.
  2. Select Article suggestion for the knowledge type. The Choose file source option appears.
    1. Select Cloud Storage.
    2. Under Cloud Storage, paste the URL of the bucket object that you uploaded previously in Google Cloud Storage.
      Shows the Cloud storage item in the Choose a knowledge type list.

      Warning: Agent Assist also uses this URL to create the View Full Article link displayed in the agent’s suggestions panel. To view the article, the agent must have read access to the Google Cloud Storage Bucket.

    3. Optionally, to set the View Full Article link to a different URL such as, for example, an internal URL, under Add Metadata, add a JSON object that contains the following key-value pair: { "url": "https://<article URL>" }
      Edit the article URL provided by Agent Assist

      Note: If the provided URL is not in HTTPS format, the link in the agent’s suggestions panel does not work.
      When you edit this URL, 1–3 hours are required to see the link update in the agent’s suggestions panel.

  3. Click Create.
  4. Repeat steps 1–3 for each article that you must add to the knowledge base.

Step 5: Add FAQs to Knowledge base

This section describes how to add FAQs to the knowledge base using the Google Cloud Agent Assist Console.

If you have added articles already and do not want to add FAQs, just skip this step.

Prerequisites

Create a file that contains your FAQs as described in Google Documentation.

  • Choose .csv file with no header and use commas as delimiters. 
  • The questions are in the first column and answers in the second, with no header. Because of this explicit format, they are always parsed accurately.

Note: You can also download and edit the sample Agent Assist FAQ.

Add FAQs to the knowledge base

  1. Click Create new to add a FAQ.
  2. Select FAQ for the knowledge type. The Choose file source option appears.
    1. Select Upload.
    2. Under Upload, browse the .csv file that you created in the prerequisites.
  3. Click Create.

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