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 configure the Suggested skills for Administrators in Luma Virtual Agent and display skills based on the role of the User.
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. If not,
On the Skill Builder list, select the Skill and Click Edit.
Under Invocation, select the Check box Display in Suggested skill.
Click Save. The Skill will now appear in the Suggested skill list.
Note that if a Skill is marked as Sub skill, it cannot be added as a Suggested skill. Refer to Create Skills for more details.
Step 2: Add Skill execute permission
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 selected group.
Step 3: Configuring Suggested Skills
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 skills are 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 Default Administrators in the Group field. This is the user role or persona for which you are configuring the 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.
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 one by one, to be displayed in the sequence as required, for example
Book ticket
Access to Class
AD Reset password
Weather
Get KB articles
Click on Save.
This set of Skills will be displayed as skill recommendations for users who are part of the Default Administrators Group.
Similarly, configure the Suggested skills for actions Fallback, Abort/Exit, Attribute validation, and Transfer to Agent.
Once the configuration is done, go to the Test Widget and type Hi to initiate the conversation with the bot. The bot will respond with a greeting message such as Good to see you and displays the Suggested skills in Cards.
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