Chapter 10: Advanced AI Integration & Implementation -- 10.4 Webex AI Agent - Abhavtech Implementation¶
10.4 Webex AI Agent - Abhavtech Implementation¶
10.4.1 Simple Intent Implementation Summary¶
This section consolidates the 5 intents implemented in Webex AI Agent for Abhavtech:
Intent Implementation Matrix¶
| Intent | Training Phrases | Response Type | Exit Action | Containment |
|---|---|---|---|---|
| greeting.hello | 15 | TTS | Listen | No |
| hours.location | 20 | TTS | Listen | Yes |
| callback.request | 18 | TTS + Confirm | Transfer to Callback_Flow | Yes |
| agent.handoff | 25 | TTS | Escalate | No |
| fallback.default | System | TTS + DTMF | Retry/Escalate | No |
Containment Flow¶
+-----------------------------------------------------------------------------+
| WEBEX AI AGENT CONTAINMENT FLOW |
+-----------------------------------------------------------------------------+
| |
| CUSTOMER CALL |
| | |
| v |
| +-----------------+ |
| | greeting.hello | |
| +--------+--------+ |
| | |
| +-------------------+-------------------+ |
| | | | |
| v v v |
| +-------------+ +---------------+ +---------------+ |
| |hours.location| |callback.request| | OTHER INTENT | |
| +------+------+ +-------+-------+ | (complex) | |
| | | +-------+-------+ |
| | | | |
| v v v |
| +-------------+ +-----------------+ +-----------------+ |
| | CONTAINED | | CONTAINED | | NOT CONTAINED | |
| | ------------| | ----------------| | ----------------| |
| | | | | | | |
| | Response: | | Transfer to | | Options: | |
| | Hours info | | Callback_Flow | | 1. Dialogflow CX| |
| | | | | | 2. DTMF menu | |
| | Next: Listen| | Callback queued | | 3. Agent queue | |
| | or Goodbye | | | | | |
| +------+------+ +--------+--------+ +--------+--------+ |
| | | | |
| | | | |
| v v v |
| +---------------------------------------------------------------------+ |
| | ANALYTICS | |
| | ----------------------------------------------------------------- | |
| | | |
| | Webex AI Agent Expected Containment: | |
| | | |
| | Total Calls to Webex AI Agent: ~1,500/day (EMEA + Americas + | |
| | simple India queries) | |
| | | |
| | +- hours.location: ~200 calls -> 95% contained = 190 | |
| | +- callback.request: ~150 calls -> 100% contained = 150 | |
| | +- greeting -> goodbye: ~100 calls -> 100% contained = 100 | |
| | +- Other (escalated): ~1,050 calls -> 0% contained = 0 | |
| | | |
| | Webex AI Agent Containment Rate: 440 / 1,500 = ~29% | |
| | | |
| | Note: Complex queries route to Dialogflow CX for higher | |
| | containment potential | |
| | | |
| +---------------------------------------------------------------------+ |
| |
+-----------------------------------------------------------------------------+
10.4.2 DTMF Fallback Configuration¶
DTMF fallback ensures accessibility and provides a safety net when NLU fails:
DTMF Menu Configuration¶
+-----------------------------------------------------------------------------+
| DTMF FALLBACK MENU CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| TRIGGER CONDITIONS: |
| * fallback.default triggered 2+ times |
| * Customer presses any DTMF key during VA conversation |
| * VA error/timeout |
| |
| DTMF MENU PROMPT: |
| ======================================================================= |
| |
| "You can use your keypad to navigate. Press: |
| 1 for Sales, |
| 2 for Support, |
| 3 for Billing, |
| 4 for Technical Support, |
| 5 to request a callback, |
| or 0 to speak with an agent. |
| To hear these options again, press star." |
| |
| DTMF ROUTING TABLE: |
| ======================================================================= |
| |
| | Key | Action | Target | |
| |-----|-----------------------------|------------------------------| |
| | 1 | Route to Sales | Sales_{Region}_Queue | |
| | 2 | Route to Support | Support_{Region}_Queue | |
| | 3 | Route to Billing | Billing_Queue | |
| | 4 | Route to Tech Support | TechSupport_Queue | |
| | 5 | Request Callback | Callback_Flow_v1 | |
| | 0 | Speak to Agent | Support_{Region}_Queue | |
| | * | Repeat Menu | (replay DTMF prompt) | |
| | # | Return to VA | (restart VA conversation) | |
| |
| TIMEOUT HANDLING: |
| ======================================================================= |
| |
| * No DTMF input within 10 seconds: Repeat prompt once |
| * No DTMF input after repeat: Route to Support_{Region}_Queue |
| * Invalid DTMF key: "That's not a valid option." + repeat |
| |
+-----------------------------------------------------------------------------+
10.4.3 Native Callback Integration¶
Webex Contact Center provides native callback functionality that integrates seamlessly with Webex AI Agent:
Callback Flow Integration¶
+-----------------------------------------------------------------------------+
| CALLBACK INTEGRATION FLOW |
+-----------------------------------------------------------------------------+
| |
| TRIGGER: callback.request intent detected by Webex AI Agent |
| |
| +---------------------------------------------------------------------+ |
| | CALLBACK_FLOW_v1 | |
| | | |
| | +-------------+ | |
| | | START | | |
| | | (from VA) | | |
| | +------+------+ | |
| | | | |
| | v | |
| | +-------------------------------------------------------------+ | |
| | | SET CALLBACK PARAMETERS | | |
| | | --------------------------------------------------------- | | |
| | | callback_number = {{NewPhoneContact.ANI}} | | |
| | | callback_name = {{VA_Collected_Name}} OR "Customer" | | |
| | | callback_reason = {{VirtualAgent.LastIntent}} | | |
| | | callback_queue = DetermineQueue(callback_reason) | | |
| | | preferred_time = {{VA_Collected_Time}} OR "ASAP" | | |
| | +--------------------------+----------------------------------+ | |
| | | | |
| | v | |
| | +-------------------------------------------------------------+ | |
| | | CALLBACK NODE (WxCC Native) | | |
| | | --------------------------------------------------------- | | |
| | | | | |
| | | Callback Type: * Courtesy Callback | | |
| | | O Voicemail Callback | | |
| | | | | |
| | | Queue: {{callback_queue}} | | |
| | | Callback Number: {{callback_number}} | | |
| | | Callback ANI: Abhavtech main number | | |
| | | Max Attempts: 3 | | |
| | | Retry Interval: 15 minutes | | |
| | | | | |
| | | CAD Variables: | | |
| | | +- Callback_Reason: {{callback_reason}} | | |
| | | +- Original_Time: {{NewPhoneContact.Timestamp}} | | |
| | | +- VA_Transcript: {{VirtualAgent.TranscriptURL}} | | |
| | | | | |
| | +--------------------------+----------------------------------+ | |
| | | | |
| | v | |
| | +-------------------------------------------------------------+ | |
| | | PLAY CONFIRMATION | | |
| | | --------------------------------------------------------- | | |
| | | | | |
| | | "Great! We've scheduled a callback to {{callback_number}}. | | |
| | | One of our team members will call you back within 30 | | |
| | | minutes during business hours. | | |
| | | | | |
| | | Your callback reference number is {{Callback_ID}}. | | |
| | | | | |
| | | Thank you for contacting Abhavtech. Goodbye!" | | |
| | | | | |
| | +--------------------------+----------------------------------+ | |
| | | | |
| | v | |
| | +-------------+ | |
| | | DISCONNECT | | |
| | +-------------+ | |
| | | |
| +---------------------------------------------------------------------+ |
| |
| CALLBACK EXECUTION (Agent Side): |
| ======================================================================= |
| |
| 1. Callback appears in queue as "Callback" contact type |
| 2. Agent accepts callback from queue |
| 3. System automatically dials customer |
| 4. Agent sees screen pop with: |
| - Original call context |
| - VA conversation transcript |
| - Callback reason |
| 5. Call proceeds as normal voice interaction |
| |
+-----------------------------------------------------------------------------+
10.4.4 Post-Call Survey Flow¶
Webex AI Agent handles the post-call survey for contained interactions:
Survey Implementation¶
+-----------------------------------------------------------------------------+
| POST-CALL SURVEY IMPLEMENTATION |
+-----------------------------------------------------------------------------+
| |
| TRIGGER: After agent call ends OR after VA contained interaction |
| |
| SURVEY_POSTCALL_V1 FLOW: |
| ======================================================================= |
| |
| +---------------------------------------------------------------------+ |
| | | |
| | SURVEY PROMPT 1 (CSAT): | |
| | ----------------------------------------------------------------- | |
| | "Before you go, we'd love your feedback. | |
| | On a scale of 1 to 5, with 5 being excellent, how would you | |
| | rate your experience today? | |
| | | |
| | Press 1 for Poor, 2 for Fair, 3 for Good, 4 for Very Good, | |
| | or 5 for Excellent." | |
| | | |
| | Collection: DTMF (1-5) | |
| | Variable: survey_csat = {{DTMF_Input}} | |
| | | |
| | ----------------------------------------------------------------- | |
| | | |
| | SURVEY PROMPT 2 (FCR - Optional): | |
| | ----------------------------------------------------------------- | |
| | Condition: Only if interaction was agent-handled | |
| | | |
| | "Was your issue resolved in this call? | |
| | Press 1 for Yes, or 2 for No." | |
| | | |
| | Collection: DTMF (1-2) | |
| | Variable: survey_fcr = {{DTMF_Input}} == 1 ? true : false | |
| | | |
| | ----------------------------------------------------------------- | |
| | | |
| | CLOSING: | |
| | ----------------------------------------------------------------- | |
| | "Thank you for your feedback! Have a great day. Goodbye." | |
| | | |
| +---------------------------------------------------------------------+ |
| |
| SURVEY DATA STORAGE: |
| ======================================================================= |
| |
| Survey responses are stored in WxCC Analyzer as CAD variables: |
| * survey_csat (1-5) |
| * survey_fcr (true/false) |
| * survey_timestamp |
| * interaction_id (for correlation) |
| * agent_id (if agent-handled) |
| * va_contained (true/false) |
| |
+-----------------------------------------------------------------------------+
10.4.5 Testing & Validation¶
Webex AI Agent Test Plan¶
+-----------------------------------------------------------------------------+
| WEBEX AI AGENT TEST PLAN |
+-----------------------------------------------------------------------------+
| |
| TEST CATEGORY 1: INTENT RECOGNITION |
| ======================================================================= |
| |
| | Test ID | Test Case | Input | Expected |
| |---------|------------------------------|--------------------|----------|
| | WAA-001 | Greeting - Standard | "Hello" | greeting |
| | WAA-002 | Greeting - Variation | "Hey there" | greeting |
| | WAA-003 | Hours - Direct | "What are your | hours |
| | | | hours" | |
| | WAA-004 | Hours - Indirect | "Are you open now" | hours |
| | WAA-005 | Location - Direct | "Where are you" | hours |
| | WAA-006 | Callback - Standard | "Call me back" | callback |
| | WAA-007 | Callback - Variation | "I don't want to | callback |
| | | | wait" | |
| | WAA-008 | Agent - Direct | "Speak to agent" | handoff |
| | WAA-009 | Agent - Frustration | "You're not | handoff |
| | | | helping" | |
| | WAA-010 | Fallback - Gibberish | "asdfghjkl" | fallback |
| | WAA-011 | Fallback - Out of scope | "What's the | fallback |
| | | | weather" | |
| |
| TEST CATEGORY 2: CONVERSATION FLOW |
| ======================================================================= |
| |
| | Test ID | Test Case | Sequence | Expected |
| |---------|------------------------------|--------------------|----------|
| | WAA-020 | Contained - Hours | Hello -> Hours -> | Contained|
| | | | Thanks -> Bye | + Survey |
| | WAA-021 | Contained - Callback | Hello -> Callback -> | Callback |
| | | | Confirm | scheduled|
| | WAA-022 | Escalation - Request | Hello -> Agent | Queue |
| | WAA-023 | Escalation - Fallback | Hello -> ??? -> ??? | Queue |
| | | | -> ??? | |
| | WAA-024 | DTMF Fallback | Press 1 during VA | DTMF menu|
| |
| TEST CATEGORY 3: ERROR HANDLING |
| ======================================================================= |
| |
| | Test ID | Test Case | Condition | Expected |
| |---------|------------------------------|--------------------|----------|
| | WAA-030 | No Input - First | 5s silence | Re-prompt|
| | WAA-031 | No Input - Multiple | 3x 5s silence | DTMF menu|
| | WAA-032 | No Match - First | Unrecognized x1 | Clarify |
| | WAA-033 | No Match - Multiple | Unrecognized x3 | Queue |
| | WAA-034 | Barge-in | Interrupt prompt | Listen |
| |
| TEST EXECUTION: |
| ======================================================================= |
| |
| Environment: WxCC UAT tenant |
| Test Numbers: Internal test DIDs |
| Testers: QA team + Business SMEs |
| Duration: 2 days |
| Pass Criteria: >90% of test cases pass |
| |
+-----------------------------------------------------------------------------+
End of Part B: Webex AI Agent Implementation