Problem Statement: A Bot, in common, tends to show a common list of skills to all the roles of the User. This way, all users are exposed to a varied set of skills meant only for specific roles. For example, a guest in a hotel cannot be exposed to the skills meant for the manager of the Hotel.
Opportunity: The Virtual Agent needs to identify the role of the user it is interacting with and show only a set of specific skills configured for the role of the User. The Virtual Agent need not expose any other skills of other roles, making the skill list more personalized based on the Target Audience.
Approach: We will now have support to provide a list of skills based on the User Role and the user actions like Welcome/What Can You Do, Abort/Exit, Fallback, Attribute Validation, & Transfer to Agent. The list of skills can also be customized, which can be displayed based on the order, count, and type.
Let's understand How to display skills based on the role of the User and configure the Suggested skills
Step 1: Identifying the Suggested skills
Go to Skill Builder and identify the skills to be displayed as suggested skills, for example, Book Ticket, Access to Class, AD Reset password, Weather, Get KB articles
Ensure that these skills are marked as Suggested skills
Check whether the Skill is a Suggested skill or not
Select the Skill to be displayed as Suggested skill and Click on Edit
Under Invocation, click on the Check box at Display in Suggested skill
Now the Skill is tagged as the Suggested skill
Note that if a Skill is marked as Sub skill, it can not be considered as a Suggested skill. Refer Create Skills for more details.
Step 2: Add Skills to default groups
Under Bot Menu → Tenants → User management, click on Groups
Select Default Administrators group.
Click Add Skill to add the requisite Skills
Select the required skills to provide execute permission to the members of the Group.
Step 3: Configuring suggested skills for the group
Under Bot Menu → Configurations page. Click on the Suggested Skills tab.
Click on Welcome/What can you do to configure the skills to be recommended once Welcome or What can you do skill is triggered.
Enter Bot response when there is no skill permitted such as “I'm sorry but I have not been trained to assist with your request”.
Add Bot Response when there are no skills to suggest, like “Please let me know how I can help you”
Select the user role or persona in the Group field like Default Administrators for which you would like to customize skill suggestions.
Customize Bot responses, that the user receives before the skill recommendations are presented. Example: I can help you with the following skills
Select Display Type as Cards. This defines if the suggestion should appear as Cards or Quick Replies.
Select Display Count as 5. This defines the number of skills that can be added as suggestions for the group.
Select the Display Order Custom to Customize the list of the skills to be displayed to the end-user.
Select the Skills to be displayed in the required sequence, for example
Book ticket
Access to Class
AD Reset password
Weather
Get KB articles
Click on Save to save the Suggested skill.
This set of Skills will be displayed as Welcome skills for users under Default Administrators Group.
Similarly, configure the Suggested skills for actions Fallback, Abort/Exit, Attribute validation, and Transfer to Agent.
Once the skill is Published, Go to the Test Widget and type Hi to initiate the conversation with the bot.
Bot will respond with a greeting message such as Good to see you and displays the Suggested skills as Cards.
You may verify whether the configured skills are displayed.
Additional Resources
Visit the below Wiki Documentation for more information on:
Configure suggested skills Customize System Skills behavior
Provide permissions to users or groups is at Permission
Creating and Managing Skills is at Create Skills
Test your Skill on Test your Bot