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Uniphore Customer Portal

Tutorial: Customer Authentication

Introduction

In this engaging demo, you will learn how to create a User Authentication flow in the U-Self Serve application. This tutorial is designed to provide you with the necessary skills and knowledge to create a smooth User Authentication flow. 

 

Note

Maximize your viewing experience! Click the full-screen icon at the bottom right of the video player to enlarge the video. For optimal clarity, click the settings gear icon, select 'Quality', and choose 1080p resolution.

How to Authenticate a user?

This article describes the step-by-step instructions that are followed in the demo video. The instruction here are not intended to be specific to any customer's business use case or an industry domain.

The procedure enables you to create and publish a flow that will help in authentication of a customer.

Follow along as we guide you through the process of creating a dynamic flow that authenticating a user.

Note

Assuming that Tenants and Users are created in the Cloud Admin Portal.

Step 1: Create Virtual Agent (VA)

  1. Log in to X-Console. Once logged in, the Admin Console is displayed.

  2. Ensure the pre-requisites are met before creating a Virtual Agent.

  3. From the U-Self Serve dropdown, select AI Model. The AI Model page is displayed.

  4. At the top of the page, click Create Virtual Agent. The Create Virtual Agent page is displayed.

  5. In the Virtual Agent Name field, enter TutorialVA.

  6. In the Avatar Name field, enter TutorialVA.

  7. From the Line of Business drop down list, select DefualtOrg.

  8. From the Business Unit drop down list, select DefualtCat.

  9. In the Description, enter some helpful descriptive text about the Virtual Agent. It is an optional field.

  10. From the Languages drop down list, select English-US. The selected Language is mapped to the VA. More than one Language can be added.

  11. Click Save.

  12. The following message is displayed: You have successfully created a new Virtual Agent.

  13. All Virtual Agents available in the AI Model are listed.

To learn more about Virtual Agents, refer Creating a U-Self Serve Virtual Agent.

Step 2: Create Intents
First Intent

  1. Click TutorialVA from the list of available Virtual Agents.

  2. Click Intent card. The Intent screen is displayed.

  3. Click Create New Intent. The Create New Intent dialog is displayed.

  4. In Name, enter Authenticate.

  5. In Description, enter a description for the Intent.

  6. From the Type dropdown, select General.

  7. Click Create. The new Intent is successfully saved and created.

  8. The following message is displayed: You have successfully created the Intent.

To learn more about Intents, refer Creating an Intent.

Create Training Phrase

  1. In the Training tab, enter the sample training phrase to trigger the authentication flow.  For this use case, enter the sample training phrase “log in” and press enter to add more phrases.

  2. Click Train.

To learn more about Training Phrases, refer Add Training Phrases.

Note

It is required to create at least 2 Intents for Virtual Agent with 5 Training Phrases for each Intent.

Create Slot

First Slot

  1. In the Slot tab, click Add Slot. The Create Slot dialog appears.

  2. In Name, enter Account Number.

  3. From Entity dropdown, select numeric-string.

  4. Click Create.

Second Slot

  1. In the Slot tab, click Add Slot. The Create Slot dialog appears.

  2. In Name, enter PIN.

  3. From Entity dropdown, select number.

  4. Click Create.

To learn more about Slots, refer Creating Slots.

Second Intent

  1. Click TutorialVA from the list of available Virtual Agents.

  2. Click Intents card. The Intent page is displayed.

  3. Click Create New Intent. The Create New Intent dialog is displayed.

  4. n Name, enter Balance.

  5. In Description, enter a description for the Intent.

  6. From the Type dropdown, select General.

  7. Click Create. The new Intent is successfully saved and created.

  8. The following message is displayed: You have successfully created the Intent.

Create Training Phrase

  1. In the Training tab, enter the sample training phrase. Enter “what is my balance” and press enter to add the phrase “check my balance”.

  2. Click Train.

Note

It is required to create at least 2 Intents for Virtual Agent with 5 Training Phrases for each Intent.

Step 3: Create Intent Flows (in X-Designer)
First Flow

  1. Go to the Admin Console, click OPEN DESIGNER. The X-Designer page is displayed.

  2. From the New dropdown menu, select Intent Flow. The Create Intent Flow screen is displayed.

  3. In Name, enter Tutorial_Greeting.

  4. In Virtual Agent, select TutorialVA from the dropdown.

  5. In Intent, select Without Intent (for configuration) from the dropdown.

  6. Click Create. The Flow map of the newly created Intent Flow is displayed.

To learn more about Intent Flow, refer Creating an Intent Flow.

Create Response Element

  1. Drag and drop the Response element to the Flow Map. The Response element page is displayed.

  2. In Rich UI tab, enter “Welcome to Uniphore. How can I help?”.

  3. Go to General Response Properties, in Response Name enter “Response”.

  4. Ensure the Variation Order is set to According to Order.

  5. Ensure the View Response in Language is set to English-US.

  6. Ensure Call Completion Mode is set to User Input Needed.

  7. Click Create. The element named Response is displayed in the Flow map.

  8. The following message is displayed: The flow “Tutorial_Greeting” was saved successfully.

To learn more about Response Element, refer Creating a Response element.

Publish Flow

  1. Click Publish icon. The Publish dialog is displayed.

  2. In Name, the flow name is displayed.

  3. In Version, enter 1.

  4. In Description, add any additional information. It is an optional field.

  5. Click Publish.

Second Flow

  1. In the X-Designer page, from the New dropdown menu, select Intent Flow. The Create Intent Flow screen is displayed.

  2. In Name, enter Tutorial_Authentication.

  3. In Virtual Agent, select TutorialVA from the dropdown.

  4. In Intent, select Authenticate from the dropdown.

  5. Click Create. The Flow map of the newly created Intent Flow is displayed.

Create Response Element

  1. Drag and drop the Response element to the Flow Map. The Response element page is displayed.

  2. In Rich UI tab, enter “To authenticate, I need your account number and pin.”

  3. Go to General Response Properties, in Response Name enter “Start”.

  4. Ensure the Variation Order is set to According to Order.

  5. Ensure the View Response in Language is set to English-US.

  6. Ensure Call Completion Mode is set to User Input Not Needed.

  7. Click Create. The Response element named Start is displayed in the Flow map.

Create Slot Resolver

First Slot Resolver

  1. Drag and drop the Slot Resolver element to the Flow Map. The Slot Resolver element page is displayed.

  2. In Slot resolver name, enter Account Number.

  3. From Slot name dropdown, select Account Number.

  4. In Variable, click + button to Create a Session Variable. The Variable Editor dialog is displayed.

  5. For this use case, in Variable Editor,

    1. Enter Tutorial_Number as Variable Name.

    2. Ensure Variable Type is set to TEXT.

    3. Ensure Variable Scope is set to Customer Session.

    4. In Description, add additional information about the variable.

    5. Ensure Environment Variable is disabled.

    6. Ensure Read Only is disabled.

    7. Ensure Default Value is blank.

    8. Ensure Format is not mentioned.

    9. Uncheck Do not audit the variable’s value.

    10. Uncheck Secure.

    11. Click Save Variable. The Tutorial_Number variable is added as a variable for the Slot resolver.

  6. Do not add any value in Number of Digits.

  7. Ensure Validation Type is set to None.

  8. In Prompts and display settings, go to Rich UI tab.

  9. In Prompt 1, enter “What is your account number?”.

  10. Do not add any value in Validation error message.

  11. Check Enable Dialog Management.

  12. Do not add any value in HTML Reference ID.

  13. Click Create. The Slot Resolver element named Account Number is displayed in the Flow map.

  14. For the Account Number Slot Resolver, the Success and Failure flow are displayed.

To learn more about Session Variable, refer Creating a New Session Variable.

Second Slot Resolver

  1. Drag and drop the Slot Resolver element to the Flow Map. The Slot Resolver element page is displayed.

  2. In Slot resolver name, enter PIN.

  3. From Slot name dropdown, select PIN.

  4. In Variable, click + button to Create a Session Variable. The Variable Editor dialog is displayed.

  5. For this use case, in Variable Editor.

    1. Enter Tutorial_PINNumber as Variable Name.

    2. Ensure Variable Type is set to Number.

    3. Ensure Variable Scope is set to Customer Session.

    4. In Description, add additional information about the variable.

    5. Ensure Environment Variable is disabled.

    6. Ensure Read Only is disabled.

    7. Ensure Default Value is 0.

    8. Ensure Decimal Places is 0.

    9. Ensure Symbol is empty.

    10. Ensure Locale is set to English(United States).

    11. Ensure Position is set to Before.

    12. Uncheck Show Thousands Separator.

    13. Uncheck Do not audit the variable’s value.

    14. Click Save Variable. The Tutorial_Number variable is added as a variable for the Slot resolver.

  6. Do not add any value in Number of Digits.

  7. Ensure Validation Type is set to None.

  8. Ensure Text language is set as English-IN.

  9. In Prompts and display settings, go to Rich UI tab.

  10. In Prompt 1, enter “What is your PIN?”.

  11. Do not add any value in Validation error message.

  12. Check Enable Dialog Management.

  13. Do not add any value in HTML Reference ID.

  14. Click Create. The Slot Resolver element named PIN is displayed in the Flow map.

  15. For the PIN Slot Resolver, the Success and Failure flow is displayed in the Flow map.

Create Response Element

  1. Drag and drop the Response element to the Flow Map. The Response element page is displayed.

  2. In Rich UI tab, enter “You are now logged in.”

  3. Go to General Response Properties, in Response Name enter “Final”.

  4. Ensure the Variation Order is set to According to Order.

  5. Ensure the View Response in Language is set to English-US.

  6. Ensure Call Completion Mode is set to User Input Needed.

  7. Click Create. The Response element named start is displayed in the Flow map.

Establish Connection between Flows

  1. In the Flow map, Start will be the first element. The flag icon is displayed to denote the first element of the flow.

  2. Connect Start and Account Number.

  3. Connect Account Number-Failure and Start.

  4. Connect Account Number-Success and PIN.

  5. Connect PIN-Failure and Start.

  6. Connect PIN-Success to Final.

Publish Flow

  1. Click Publish icon. The Publish dialog is displayed.

  2. In Name, the flow name – Tutorial Authentication is displayed.

  3. In Version, enter 1.

  4. In Description, add any additional information. It is an optional field.

  5. Click Publish.

Step 4: Map Flow to Configuration

  1. Go to U-Self Serve AI Model. Select TutorialVA from the list of Virtual Agents.

  2. Click Configuration card.

  3. For Greeting, select Tutorial_Greeting flow from the dropdown menu.

To learn more about Configuration, refer Setting a Default VA Configuration.

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