Chapter 3: Webex Contact Center Design (Phase 2) -- 3.9 AI Features Design¶
3.9 AI Features Design¶
3.9.1 Virtual Agent "Abhi" - Detailed Design¶
+-----------------------------------------------------------------------------+
| VIRTUAL AGENT "ABHI" - COMPREHENSIVE DESIGN |
+-----------------------------------------------------------------------------+
| |
| VIRTUAL AGENT NAME: Abhi (अभि) |
| PLATFORM: Webex AI Agent (formerly Dialogflow CX option) |
| VOICE: Neural TTS - Indian English Male |
| PERSONA: Friendly, professional, helpful |
| |
| PHASED ROLLOUT: |
| =============== |
| |
| PHASE 1 (Month 1-2): Foundation |
| ------------------------------------------------------------------------- |
| * 10 core intents (English only) |
| * Basic FAQ handling |
| * Order status lookup (API integration) |
| * Containment target: 25% |
| |
| PHASE 2 (Month 3-4): Enhancement |
| ------------------------------------------------------------------------- |
| * 25 intents (add Hindi language) |
| * Account balance inquiry |
| * Appointment scheduling |
| * Containment target: 35% |
| |
| PHASE 3 (Month 5-6): Advanced |
| ------------------------------------------------------------------------- |
| * 50 intents |
| * Complex troubleshooting flows |
| * Proactive recommendations |
| * Containment target: 45% |
| |
| PHASE 4 (Month 7-12): Optimization |
| ------------------------------------------------------------------------- |
| * Add Tamil, German |
| * Continuous learning from interactions |
| * Abhavtech AI Platform integration |
| * Containment target: 50%+ |
| |
+-----------------------------------------------------------------------------+
3.9.2 Intent Library - Phase 1 (Detailed)¶
+-----------------------------------------------------------------------------+
| ABHI VIRTUAL AGENT - PHASE 1 INTENT LIBRARY |
+-----------------------------------------------------------------------------+
| |
| INTENT 01: greeting.hello |
| ========================================================================= |
| Purpose: Welcome customers, establish rapport |
| Channels: Voice, Chat, WhatsApp |
| |
| Training Phrases (20): |
| ---------------------- |
| English: |
| - Hello |
| - Hi |
| - Good morning |
| - Good afternoon |
| - Good evening |
| - Hey there |
| - I need help |
| |
| Hinglish: |
| - Namaste |
| - Hello, kaise hain aap |
| - Hi, mujhe help chahiye |
| - Namaste, main call kar raha/rahi hoon |
| |
| Response Template: |
| ------------------ |
| "Hello! Welcome to Abhavtech. I'm Abhi, your virtual assistant. |
| I can help you with: |
| * Order status and tracking |
| * Product information |
| * Account inquiries |
| * Connect you to an agent |
| How can I help you today?" |
| |
| Follow-up Intents: order.status, product.inquiry, agent.handoff |
| |
| ========================================================================= |
| INTENT 02: order.status |
| ========================================================================= |
| Purpose: Check order delivery status and tracking |
| Channels: Voice, Chat, WhatsApp |
| Integration: HTTP Request to Order Management API |
| |
| Training Phrases (30): |
| ---------------------- |
| Direct queries: |
| - Where is my order |
| - Track my order |
| - Order status |
| - Check order status |
| - What is my order status |
| - Is my order shipped |
| - Has my order shipped |
| - When will my order arrive |
| - Delivery status |
| - Package location |
| |
| With order number: |
| - Order 12345 status |
| - Track order 12345 |
| - Where is order number 12345 |
| - Status of ORD-12345 |
| - Check ORD-12345 |
| |
| Hinglish: |
| - Mera order kahan hai |
| - Order ka status kya hai |
| - Delivery kab hogi |
| - Package kahan pohoncha |
| - Mera saman kab aayega |
| |
| Frustrated: |
| - My order is late |
| - Why is my order delayed |
| - This is taking too long |
| - I want to know where my order is |
| |
| Required Entities: |
| ------------------ |
| @order_number: Pattern: ORD-[0-9]{5,8} or numeric 5-8 digits |
| @customer_email: Optional, for lookup if no order number |
| @customer_phone: Optional, for lookup from ANI |
| |
| API Integration: |
| ----------------- |
| Endpoint: {{ABHAVTECH_API}}/orders/{{order_number}}/status |
| Method: GET |
| Headers: Authorization: Bearer {{API_TOKEN}} |
| Response Fields: status, shipped_date, carrier, tracking_number, |
| estimated_delivery, current_location |
| |
| Response Templates: |
| ------------------- |
| [Order Found - In Transit]: |
| "Your order {{order_number}} shipped on {{shipped_date}} via |
| {{carrier}}. It's currently {{current_location}}. |
| Expected delivery: {{estimated_delivery}}. |
| Track it here: {{tracking_link}}" |
| |
| [Order Found - Delivered]: |
| "Great news! Your order {{order_number}} was delivered on |
| {{delivered_date}} at {{delivered_time}}. |
| Is there anything else I can help with?" |
| |
| [Order Not Found]: |
| "I couldn't find an order with that number. Could you please |
| double-check the order number? It should start with ORD- followed |
| by 5-8 digits. Or I can look it up using your email address." |
| |
| ========================================================================= |
| INTENT 03: agent.handoff |
| ========================================================================= |
| Purpose: Transfer to human agent |
| Channels: Voice, Chat, WhatsApp |
| |
| Training Phrases (25): |
| ---------------------- |
| - Talk to a human |
| - Speak to an agent |
| - Transfer me to a person |
| - I want to talk to someone |
| - Human please |
| - Get me a representative |
| - Real person |
| - Operator |
| - Agent please |
| - I don't want to talk to a bot |
| - Connect me to support |
| - This is not helping |
| - You're not understanding me |
| |
| Hinglish: |
| - Agent se baat karani hai |
| - Kisi insaan se baat karao |
| - Mujhe kisi se baat karni hai |
| - Real person chahiye |
| |
| Handoff Action: |
| --------------- |
| 1. Set context: intent=agent_request, reason=customer_requested |
| 2. Generate context summary for agent |
| 3. Route to appropriate queue based on conversation topic |
| 4. Provide estimated wait time |
| |
| Response Before Handoff: |
| ------------------------ |
| "Of course! I'll connect you with one of our team members right away. |
| Based on our conversation, I'll transfer you to our {{queue_name}} |
| team. The estimated wait time is {{wait_time}}. |
| Please hold while I connect you." |
| |
| ========================================================================= |
| ADDITIONAL PHASE 1 INTENTS (Summary): |
| ========================================================================= |
| 04. product.inquiry - Product information requests |
| 05. store.hours - Business hours and location |
| 06. billing.balance - Account balance inquiry |
| 07. return.policy - Return and refund policy |
| 08. password.reset - Password reset assistance |
| 09. greeting.goodbye - Conversation closure |
| 10. fallback.default - Unrecognized input handling |
| |
| TOTAL TRAINING PHRASES (Phase 1): ~200 |
| |
+-----------------------------------------------------------------------------+
3.9.3 Agent Assist Implementation¶
+-----------------------------------------------------------------------------+
| CISCO AI ASSISTANT - AGENT ASSIST CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| FEATURE | STATUS | CONFIGURATION |
| ========================================================================= |
| |
| REAL-TIME FEATURES: |
| ------------------------------------------------------------------------- |
| Context Summaries | Enabled | Auto-generate on transfer |
| Description: AI-generated summary when call transfers |
| between agents or from Virtual Agent |
| |
| Suggested Responses | Enabled | Top 3 suggestions |
| Description: Real-time response suggestions based on |
| conversation context and knowledge base |
| |
| Sentiment Analysis | Enabled | Real-time display |
| Description: Customer sentiment (Positive/Neutral/Negative) |
| displayed in Agent Desktop |
| Escalation Trigger: Alert supervisor if sentiment is Negative |
| for >2 minutes |
| |
| Dropped Call Summaries | Enabled | Save to CRM |
| Description: AI summary if customer disconnects, saved |
| for callback context |
| |
| POST-CALL FEATURES: |
| ------------------------------------------------------------------------- |
| Auto CSAT Scoring | Planned | Q2 2026 |
| Description: AI-predicted CSAT without customer survey |
| Based on interaction analysis |
| |
| Call Summary | Enabled | Auto-generate |
| Description: Automatic call summary for agent wrap-up |
| Editable before save |
| |
| AGENT WELLBEING: |
| ------------------------------------------------------------------------- |
| Burnout Detection | Planned | Q2 2026 |
| Description: Monitor agent stress indicators |
| Recommend wellness breaks |
| Wellness Break Trigger: After 4 consecutive difficult calls |
| Or 90% occupancy for 2+ hours |
| |
+-----------------------------------------------------------------------------+