Agent Assist Widget Configuration

After you add the Agent Assist channel, you can configure it for use with different Data Sources.

1. Navigate to Settings > AiseraGPT and choose the bot that has an Agent Assist channel.

2. In the AiseraGPT Details window, choose the Agent Assist channel.

AiseraGPT Details Window

1. In the Channel Details window, select Enable for the following checkboxes:

Agent Assist Channel Details

Edit Ticket AI Agent Assist Channel

1. Add code for the Widget configuration, based on your Data Source:

1. Choose one of the links below for code you can paste into the Widget Configuration per data source:

   1. Salesforce Widget

   2. ServiceNow Widget

   3. Zendesk Widget

2. Include the following code in the Policy parameter field, and verify that the regService, intentExtractionService, summaryService, and nextBestAction fields are set to true:

   {
   "enabled": true,
   "queryFields": [
      "title",
      "description"
   ],
   "preProcessingV2": {
      "title": "function setTitle(title) { if (title.startsWith(\"'\")) {    title = title.replace(\"'\", '');  }  if (title.endsWith(\"'\")) {    title = title.substring(0, title.length - 1);  }  return title;}",
      "description": "function(description){var pre = 'Message: Short Description of Issue:';var i=description.toLowerCase().indexOf(pre.toLowerCase());if(i>=0){return description.substring(i+pre.length(), description.length());}return description;}",
      "searchText": "function setTitle(title) {  if (title.startsWith(\"'\")) {    title = title.replace(\"'\", '');  }  if (title.endsWith(\"'\")) {    title = title.substring(0, title.length - 1);  }  return title;}"
   },
   "processing": {
      "method": "sequential",
      "fields": [
         "title",
         "title+description"
      ],
      "sequentialStopScore": 90
   },
   "confidenceScoreThreshold": {
      "intent": 20,
      "bol": 60,
      "keywordsearch": 30,
      "kbClassifier": 40
   },
   "scoreNormalization": {
      "kb_classifier": "function(score){return (score-80)*(100-95)/(100-80)+95;}",
      "intent": "function(score){return (score-80)*(100-95)/(100-80)+95;}",
      "bol": "function(score){return (score-60)*(95-90)/(100-60)+90;}",
      "keywordsearch": "function(score){return (score-30)*(90-85)/(100-30)+85;}",
      "publicKBs": "function(score){return 90;}"
   },
   "maxNumOfKB": 5,
   "kbPredictionMode": "NORMAL",
   "enableEntityMatching": false,
   "expandClassAsEntity": false,
   "maxNumOfIntents": 10,
   "cannedAnswer": {
      "enabled": false,
      "defaultQueryText": "function getDefaultQueryText(input) { return \"\";}",
      "searchText": "function setTitle(title) {  if (title.startsWith(\"'\")) {    title = title.replace(\"'\", '');  }  if (title.endsWith(\"'\")) {    title = title.substring(0, title.length - 1);  }  return title;}",
      "datasourceId": "1",
      "botId": 2,
      "favorites": true,
      "useScript": true,
      "script": "function templates(input) { const botId = 2;if(input.type && input.type == 'Incident') console.log('@@@@@input = ' + JSON.stringify(input)); else console.log('@@@@@@ inside else'); return botId;}"
   },
   "freeFormSearch": {
      "enabled": true,
      "isSearchOnly": false
   },
   "autoCompleteTickets": {
      "datasourceId": "17",
      "maxTickets": 300
   },
   "predictionPostProcessing": {
      "similarConversations": "function(predictionObj) { console.log('inside similarConversations' + JSON.stringify(predictionObj));return predictionObj.responseData;}"
   },
   "predictions": [
      "predictionsV3"
   ],
   "useTenantClientRestAPI": true,
   "useKBClassifier": false,
   "useKBClassifierV2": true,
   "KBClassifierMode": "append",
   "predictionTimeout": {
      "similarTickets": 10,
      "search": 6,
      "icmv2": 20,
      "sentiment": 20,
      "escalation": 5,
      "nlp": 10,
      "summary": 10,
      "answer": 90,
      "intentExtraction": 5
   },
   "aclKeys": [],
   "ragService": {
      "enabled": true,
      "flowId": "e7752e43-398c-4a4c-a64d-b30e3313df9c",
      "deadlineInSec": 90
   },
   "intentExtractorService": {
      "enabled": true,
      "formatter": "function(output){ console.log('intentExtractorService formatter ' + output.data);return output.data;}",
      "preProcessMessage": "function(message){return message;}",
      "requestParameters": "function(requestParameters){return [];}"
   },
   "summaryService": {
      "enabled": true,
      "flowId": "e33c2845-2549-4e28-8edf-6db503d5fa50",
      "deadlineInSec": 30
   },
   "sentimentService": {
      "enabled": false,
      "formatter": "function(output){ console.log('sentimentService formatter ' + output.data);return output.data;}",
      "preProcessMessage": "function(message){return message;}",
      "requestParameters": "function(requestParameters){return requestParameters;}"
   },
   "similarConversations": {
      "summaryEnabled": true
   },
   "nextBestAction": {
      "enabled": true,
      "flowId": "cb34c80b-1180-4b92-bd0e-dae891416ff2",
      "deadlineInSec": 90
   }
}

1. Use the default settings for the remaining fields.