Creating a skill with a Web Service Integration

Luma Virtual Agent can integrate with 3rd party applications to retrieve information or perform actions in the target system. Using a web service integration, the Virtual Agent can connect to an external application to fulfill a skill.

Let's look at an example to build a skill in Luma Virtual Agent Skill Builder that connects to an ITSM system such as ISM to create an incident for a user issue.

The following are the key steps in configuring the skill:

1. Define the Prompt/Attribute named 'Description' to accept details of the issue from the end-user:

   1. On Skill Builder--> Attribute tab, click on Create Attribute.

   2. Add attribute details such as Name and Data type.

   3. Set the prompt message to be displayed to the end-user such as “Enter issue details“, “Enter Description“.

   4. Click Save.

2. Define the integration to ISM with the “Create Incident” operation.

   1. On the tenant menu, click on Integration.

   2. Create an Application with the REST integration type.

   3. Add an instance to the ISM environment.

   4. Configure the ‘Create Incident’ Operation.

3. Build the skill

   1. On Skill Builder, click on the Create Skill.

   2. Add Skill details such as Name, Category, and Description.

   3. On the Invocation Type, select “User Phrase“ and add the Phrases that can be used to trigger the skill such as “Log a ticket in ISM”, ”Create a ticket”, “Log incident”, etc.

   4. On Conversation Flow,

      1. Add Attribute “Description”.

      2. Add Web Service operation “Create Incident“.

         1. Click on the Operation to override the operation.

         2. Fetch the ticket number received from the web service and save it in a local attribute TicketNumber.

      3. Add Information Message to be displayed to the end-user. Use the local attribute in the information message to display the ticket number to the end-user. For example: “Incident @{local.TicketNumber} has been created in ISM. ”.

   5. Click Save to finish building the skill.

   6. The next step is to add permission to the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.

4. Do a Build and Publish to make the skill available in Virtual Agent.

5. Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.

Your skill is now ready to use. Go to Conversation History to view the list of conversations where the end-user requests the skill.

Additional Resources:

Visit the below Wiki Documentation for more information on:

1. Creating an Attribute on Create Global Attributes

2. Configure a 3rd party Web service integration on REST Integrations

3. Creating and Managing Skills is at Create Skills

4. Using local attribute in skills on Use Variables in Skills

5. Publishing Skill on Build and Publish

6. Understanding Conversation logs on Conversation History.

CALL TO ACTION: Assignments

Now, refer to the above example and try creating the below skills:

1. Build a Skill to create a Service Request in ISM. Create attributes to accept the request details and configure an operation to Create Service request in ISM

2. Build a Skill to view recent work logs for your ticket. Create an attribute to accept the ticket number and configure the operation and pass the ticket number to the web service.