Configurar habilidades del sistema y charla

The Luma Virtual Agent system skills and chat features allow you to customize your bot according to your organization. An administrator can personalize the user experience by defining bot actions and responses based on user activity or intent. This article describes the chat and system skills features available in the Luma Virtual Agent and how the administrator can configure the bot as required.

System skills

System skills are the out-of-the-box skills that are available to users when a new tenant is provisioned. The System Skills tab of the system includes the following details:

• Welcome skills

• What can you do

• Cancel / Exit

• Transfer to agent

• User Registration

• Browse the service catalog

• Explore Knowledge

Welcome skill

The Welcome Skill allows you to create a welcome experience for users and helps communicate all requests that the bot can help with. The Welcome Skill includes User Phrases and Welcome Messages. User Phrases are the different ways the user is expected to converse with the bot when the conversation begins. Welcome messages are greetings that are sent to the user. Some examples of User Phrases include "Hello" and "Welcome." While an example of a welcome message is “Hello and welcome. I'm Luma, your virtual support agent. I'm here to help you! ” 

An administrator can create a welcoming experience by defining different phrases and messages as required and can also edit existing phrases.

1. To define user phrases and welcome messages, do the following:

   • Type the phrase in the Enter Possible user Phrases row in the User Phrases section and press the Enter key .

   • Type your welcome message in the Enter Welcome Message row and press the Enter key .

2. To delete a user phrase or welcome message, hover over the row to be deleted and click the delete icon.

3. Click Save to save the phrases and messages.

The following image shows how the welcome skill appears:

What can you do

In this section, you can define a phrase that the user is expected to use when asking for help or asking what the bot can do. You can add new phrases and edit existing ones. During the conversation, when the user enters the phrases specified in “What to do”, the suggested skills will be displayed in the response.

While the welcome skill consists of user phrases and welcome messages, the “What can you do” feature only contains user phrases. 

• Enter the required phrase in the Enter Possible User Phrases row .

• Hover over the row and click the delete icon to delete a row.

• Click Save to save the phrase.

Cancel / Exit

In this section, you can define the Abort / Exit command and void messages for the tenant. 

Abort command : This command allows the user to exit the conversation with the bot or agent. The command is tenant specific and is set to "// abort" by default. However, it can be customized if required.

Override message: The override message can be defined for two types of exit situations (conversation status):

1. Within a conversation, when the user exits an ongoing conversation with a bot or agent.

2. Outside of a conversation, when the user is not interacting with a bot or agent. 

You can add new messages or edit existing messages. When the user executes the Abort command, an appropriate abort message will appear based on the state of the conversation.

1. To configure the Abort / Exit command for the tenant:

   • Add a new command.

   • Press the Enter key .

2. To configure the corresponding message in Luma, do the following:

   1. Add messages to the Abort Message (Within a conversation) Abort Message ( within a conversation) and press the Enter  key .

   2. Add the message Abort Message (Outside a conversation) Abort Message ( outside a conversation) and press the Enter key .

   3. To delete the message, hover over the row you want to delete and click the delete icon.

3. Click Save to save the new command and messages.

Transfer to agent

This section is used to define the Transfer to Agent skill for the tenant. It is a ready-to-use skill that is used to transfer the conversation to the support agents. In addition to details about skills, you can define the command and phrases that end users are expected to use when they prefer to speak with an agent, rather than continue their conversation with Luma. During a conversation, when the user executes the skill with any of the associated phrases or with the defined command, the conversation moves from the bot context to the agent context. The user can now start a conversation with the live agent. You can also define whether the skill can be added as a suggested skill.

To update the Transfer to agent skill for the tenant, complete the following steps:

1. In the Skill Details section , update the following fields as necessary:

   1. Skill Name: Defines the name of the skill.

   2. Description: is the description of the skill.

   3. Skill Image URL: This is the URL of the image that has been assigned to the skill. The image appears when the skill is recommended to the End User as Suggested Skills.

   4. Transfer to Agent command - This command is used to trigger the transfer process to the Support Agent. Transfer the conversation to a Support Agent. This command is tenant specific and is set to “// transfertoagent” by default. However, this command can be customized if necessary.

   5. Display as Suggested Skill: Defines whether the “Transfer to Agent” skill can be added as a suggested skill for the bot. For more information on suggested skills, see   Customize System Skills Behavior

   6. Status: Indicates the current active / inactive status of the skill.

2. In the User Phrases section , add the phrases that can be used to transfer the user's request to a support agent. 

   1. To add a new phrase, type the required text in the User Phrases section and press Enter .

   2. To delete a phrase, hover over the row you want to delete and click the delete icon.

3. Click Save to save the updates. 

Using the "Transfer to an Agent" skill

A user can request to speak to a support team using one of the configured phrases, such as “Transfer to an agent”, or they can directly use the skill command. Upon receiving the request, Luma identifies the available support groups (custom groups with the purpose set as Support Group) and prompts the user to select the group of support agents the user should speak to. Available support groups are identified based on business hours defined in Tenant Settings → Users Administration → Groups . The available support groups are classified as follows:

• Online group:    These are the support groups that operate during business hours and have at least one support agent connected. These groups appear as Online and are available to assist users with their application.

• Offline group:   These are the support groups that operate during business hours, but there are no online support agents to help with user requests. These groups appear as selectable options, but are marked as Offline. If an offline group is selected, Luma displays an alert message stating that there are no agents available to accept the request. A suffix “(Offline)” is displayed next to all offline groups for the user to distinguish between online and offline groups.

  For more information on alert messages, see   Manage Agent Chat Console Settings .
  

  

The user can now select the required support group. On a successful transfer, the conversation begins to appear in the agent's Chat Console. The request is displayed in the Waiting queue of all support agents that are associated with the selected support group. The conversation remains in the Waiting queue for the timeout that is configured for the queue. Support agents can now accept the conversation and resolve the user's query. Once the chat is accepted, it is moved to the agent's Ongoing queue. The conversation is now in the context of the support agent; that is, the subsequent communication in the chat will take place between the end user and the support agent. For more information, see theConsola de chat del agente.

The end user can also exit the conversation with the agent using the Abort / Exit command . 

User Registration

This section is used to define the “User Registration” skill  for the tenant. This is a ready-to-use skill used to register an anonymous user with Luma Virtual Agent. In addition to skill details, you can define a command and phrases that users are expected to speak when they request user registration. When a new user executes the registration skill using any of the associated phrases or the defined command, the user registration process in Luma Virtual Agent is triggered and the user becomes a registered user. You can also define whether the skill can be added as a suggested skill.

To update the User Registration skill for your tenant, follow the steps below:

1. In the Skill Details section , update the following fields as necessary:

   1. Skill Name: Defines the name of the skill.

   2. Description: is the description of the skill.

   3. Skill Image URL: This is the URL of the image that has been assigned to the skill. The image appears when the skill is recommended to the End User as Suggested Skills.

   4. User Registration command: Used to activate the registration process. Transfer the conversation to the registration page. This command is tenant specific and is set to “// register” by default. However, this command can be customized if necessary.

   5. Display as Suggested Skill: Defines whether the “User Registration” skill can be added as a suggested skill for the bot. For more information on suggested skills, see   Customize System Skills Behavior

   6. Status: Indicates the current active / inactive status of the skill.

2. In the User Phrases section , add the phrases that can be used to request user registration. 

   1. To add a new phrase, type the required text in the User Phrases section and press Enter .

   2. To delete a phrase, hover over the row you want to delete and click the delete icon.

3. Click Save to save the updates. 

How does the skill work?

A new user can request to register for a channel using one of the defined phrases. like "Register", or the skill command. Upon receipt of the request, Luma VA requests information from the user such as username, email ID, or phone number. After receiving the details, Luma VA checks if the user (with the details provided) is available in the tenant. If a matching user profile is found, an email is sent to the user's email ID with a link to complete the registration process. Clicking the link opens a web browser with a confirmation message. The registration process is now complete.

The end user can also exit skill execution using the Abort / Exit command . 

Browse the service catalog

Through this ready-to-use skill, end users can explore the list of skills present in Luma VA. Here, we define how users can explore all available services as a catalog. In addition to the skill details, you can define a command and phrases that end users are expected to speak when they want to activate the Browse Service Catalog skill . When the end user requests to run the skill, the bot responds with the services available on a card carousel. You can also define whether the skill can be added as a suggested skill.

To update the Browse Service Catalog skill for your tenant, complete the following steps:

1. In the Skill Details section , update the following fields as necessary:

   1. Skill Name: Defines the name of the skill.

   2. Description: is the description of the skill.

   3. Skill Image URL: This is the URL of the image that has been assigned to the skill. The image appears when the skill is recommended to the End User as Suggested Skills.

   4. Browse Service Catalog command: Used to activate the skill organized by category. Helps the user to select and execute a skill from the list of categorized skills. This command is tenant specific and is set to “// browseservicecatalogue” by default. However, this command can be customized if necessary.

   5. Display as Suggested Skill: Defines whether the “Browse Service Catalog” skill can be added as a suggested skill for the bot. For more information on suggested skills, see   Customize System Skills Behavior

   6. Status: Indicates the current active / inactive status of the skill.

2. In the User Phrases section , add the phrases that can be used to request the skill. 

   1. To add a new phrase, type the required text in the User Phrases section and press Enter .

   2. To delete a phrase, hover over the row you want to delete and click the delete icon.

3. Click Save to save the updates. 

Explore Knowledge

It is a ready-to-use skill that allows the end user to browse the domains and topics available in Luma Knowledge to find the relevant knowledge article. When the Explore Knowledge skill is run, the Luma Knowledge exploration page opens in a new browser tab. The end user can now explore the domains and related topics to see the underlying knowledge articles.
In addition to skill details, you can define commands and phrases that end users can use to explore Knowledge . You can also define whether the skill can be added as a suggested skill.

To update the Explore Knowledge skill for your tenant, complete the following steps:

1. In the Skill Details section , update the following fields as necessary:

   1. Skill Name: Defines the name of the skill.

   2. Description: is the description of the skill.

   3. Skill Image URL: This is the URL of the image that has been assigned to the skill. The image appears when the skill is recommended to the End User as Suggested Skills.

   4. Explore Knowledge command: Used to trigger the transfer process to the support agent. Transfer the conversation to a Support Agent. This command is tenant specific and is set to “// exploreknowledge” by default. However, this command can be customized if necessary.

   5. Display as Suggested Skill: Defines whether the “Explore Knowledge” skill can be added as a suggested skill for the bot. For more information on suggested skills, see   Customize the behavior of system skills .

   6. Status: Indicates the current active / inactive status of the skill.

2. In the User Phrases section , add the phrases that can be used to request the skill. 

   1. To add a new phrase, type the required text in the User Phrases section and press Enter .

   2. To delete a phrase, hover over the row you want to delete and click the delete icon.

3. Click Save to save the updates. 

Informal talks

Chat is a form of informal conversation that makes the bot appear smart and allows an organization to give a bot a personality that is commensurate with its culture. Small Talk is a set of common phrases that are not related to any skill. Out-of-the-box Small Talk is available for each bot and an administrator can customize the responses to meet their unique needs. The phrase and answer sections of a question or name of a talk can be edited.

To define the phrases and responses for Small Talk, do the following:

1. Click on the Small Talk topic heading to expand it and view subsequent questions, phrases, and answers. Each header includes a series of common questions or statements that users say to bots. Each question has a name, the user phrases that triggers it, and the responses that are sent to the user. For example, the Courtesy topic contains responses for "How bad," "How good," or "Thanks." You can adjust the phrases that trigger this question or statement and the responses that will be communicated.

2. To edit existing phrases or add your own custom phrases.

   • Type the phrases in User Phrases and press Enter.

   • Hover over existing rows and click the icon to delete a row.

   • Click Save to save the phrases.

3. To edit existing answers or add your own custom answers.

   • Write your answer in the Responses row.

   • Press the Enter key to add another row.

   • Hover over the row and click the delete icon to delete a row.

   • Click Save to save the answers.

4. Entire sections of Small Talk topics can be enabled or disabled depending on your organization's needs.