Series: Configure Agent Assist
Add knowledge articles or FAQs to Google Cloud Storage for Agent Assist
- Enable the Agent Assist with Google Cloud integration
- Get started with Agent Assist
- Configure a Google Cloud Platform (GCP) project for Agent Assist
- Enable the Agent Assist with Google Cloud integration
- Create a conversation profile in the Google Cloud Agent Assist console
- Configure Google Cloud Platform permissions for your Agent Assist project
- Create and configure agent assistants in Genesys Cloud
- Apply for allow-listing with Genesys for Agent Assist (draft)
- Create a conversation profile in the Google Cloud Agent Assist console
- Edge and Media Tier version 1.0.0.9950 or later. Agent Assist is only available on cloud-based media services. Ensure that the cloud-based media services for Genesys Cloud Voice and BYOC Cloud are already running the necessary versions.
- A configured Google Cloud Platform (GCP) project
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
- In the Google Cloud Console, open the Cloud Storage browser and create a bucket for Agent Assist in Google Cloud Storage.
- 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
- Select the Objects tab in the Agent Assist bucket. Find your document and open the object details.
- Click Copy URL near the URI parameter to copy the Google Cloud Storage URL of the document.
- Repeat steps 1 and 2 for each document that you plan to add to your Agent Assist knowledge base.
Step 3: Create a knowledge base in the Google Cloud Agent Assist Console
Create a knowledge base in the Google Cloud Agent Assist Console
- 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.
- In the navigation pane, choose Data, and then select the Knowledge Bases tab.
- Click Create new to create a Knowledge Base.
- 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.
- Click Create new.
- Select Article suggestion for the knowledge type. The Choose file source option appears.
- Select Cloud Storage.
- Under Cloud Storage, paste the URL of the bucket object that you uploaded previously in Google Cloud Storage.
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. -
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>" }
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.
- Click Create.
- 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.
Add FAQs to the knowledge base
- Click Create new to add a FAQ.
- Select FAQ for the knowledge type. The Choose file source option appears.
- Select Upload.
- Under Upload, browse the .csv file that you created in the prerequisites.
- Click Create.