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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 grant skill permission to the default groups and configure the Suggested skills

Step 1: Add Skills to default groups

Under Bot Menu → Tenants → User management, click on Groups

  1. Select Default End Users group

  2. Click Add Skill to add the requsite Skills such as Book Ticket,Access to Class, AD Reset password,Weather, Get KB articles to this Group.

Step 2: Configuring suggested skills for the group

  1. Under Bot Menu → Configurations page. Click on the Suggested Skills tab.

  2. Click on Welcome/What can you do to configure the skills to be recommended once Welcome or What can you do skill is triggered.

  3. 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”.

  4. Add Bot Response when there are no skills to suggest, like “Please let me know how I can help you”

  5. Select the user role or persona in the Group field like Default End Users for which you would like to customize skill suggestions.

  6. Customize Bot responses, that the user receives before the skill recommendations are presented. Example: I can help you with the following skills

  7. Select Display Type as Cards. This defines if the suggestion should appear as Cards or Quick Replies.

  8. Select Display Count as 5 . This defines the number of skills that can be added as suggestions for the group. A maximum of 10 skills can be added as Suggested skills.

  9. Select the Display Order like Custom in case you want to Customize the order of skills to be displayed. Select the list of Skills to be displayed in sequence as below:

  • Book ticket

  • Access to Class

  • AD Reset password

  • Waether

  • Get KB articles

Click on Save to save the Suggested skill.

All the Skills under this group will be displayed as Suggested Skills

Similarly, configure the skills to be suggested when Fallback, Abort/Exit, Attribute validation, and Transfer to Agent are Triggered.

Step 3: Executing the skills

  1. On Web Widget enter a message like Hi

  2. Bot will respond with a greeting message such as Good to see you and Suggest the following skills as Cards which have been configured for Default End Users Group.

  • AD Reset Password

  • Browse Service Catalogue

  • Transfer to an Agent

  • Wifi access for Visitors

  • Explore Knowledge

Select any of the Suggested skills relevant for you and the Skill will be executed.

Additional Resources

Visit the below Wiki Documentation for more information on:

  1. Configure suggested skills Customize System Skills behavior.

  2. Provide permissions to users or groups at Permission


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