Tutorial: Updating a Customer Account
Use Case - Update Address
Introduction
In this engaging demo, you'll embark on a journey of updating customer account information using the U-Assist application. This tutorial promises to equip you with the skills and knowledge needed to create a seamless flow that updates account details effortlessly.
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 Update Address in the Customer Account?
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 a flow that will help in updating an account with customer name and address. Also, it consists of testing the flow to ensure that the updates are complete.
Follow along as we guide you through the process of creating a dynamic flow that updates customer account information in a snap.
Step 1: Add Experiences
Go to the Admin Console, from the U-Assist dropdown, select Experiences. The Experiences page is displayed.
At the top left of the Experiences page, click Add New Experience. The Add New Experience dialog is displayed.
In the Name field, enter as Tutorial Update Account.
In the Description field (this field is optional), enter helpful details about the new Experience. This information can assist you to differentiate between this Experience and other similar Experiences.
From the Languages dropdown list, select English-US.
From the Add to Business Process dropdown list, select Enterprise/Tutorial that uses this Experience.
In the Experience Detection Threshold section (this is optional), per Model Name, enter a value in the Threshold field. When defined here, U-Assist will use this threshold (instead of the default NLU server model threshold) to determine whether to assign a spoken phrase to any Intent in this Experience.
Only a value between 0.85 and 1.0 is valid. To be effective, the value entered must be higher than the default value that is defined in the NLU server model. For complete information about U-Assist detection thresholds, click here.
At the lower right corner of the page, click Create. The new Experience is successfully saved and created.
Step 2: Add Intents in Experiences
After you create an Experience, you need to add Intents. The activity cards for Tutorial Update Account Experience are displayed on the top.
Click Intents. The Intents page for Tutorial Update Account appears.
At the top left of the page, click Add New Intent. The Create New Intent window appears.
In the Intent Name field, enter as Update Account.
In the Description field (this field is optional), enter helpful details about the Intent.
From the Intent Type dropdown list, select Call Reason.
In the Intent Detection Threshold section (this is optional), per Model Name, enter a value in the Threshold field. When defined here, U-Assist will use this threshold (instead of the default NLU server model threshold) to determine whether to assign a spoken phrase to an Intent during a call.
Only a value between 0.85 and 1.0 is valid. In order to be effective, the value entered must be higher than the default value that is defined in the NLU server model. For complete information about U-Assist detection thresholds, click here.
At the lower right corner of the page, click Create. The new Intent is successfully saved and created.
Step 3: Adding Intent Phrases
From the Intents page, click Update Account. The Intent Training page appears.
The Phrases tab is open by default. On the right side of the page, click Generate Training Phrases. The Generate Training Phrases appears.
In the Sample Training Phrases textbox, enter update account.
By default, the Speaker ‘Customer’ is selected in the Channel dropdown list for the sample phrase (i.e., update account) you have entered.
Click Generate. The sample training phrases are displayed, click Select All.
At the lower right corner of the page, click Add Selected.
The selected intent phrases are added. On the top right corner of the page, click Train.
Step 4: Synchronization After Training
Go to the Admin Console, from the U-Assist dropdown, select AI Model. The AI Model page appears.
On the top right corner of the page, click Sync to identify the Intent ‘Update Account’. This will synchronize the selected Line of Business (LOB) and its sub-components.
Click Details button.
Select Tutorial.
Go to the Admin Console and select Open Designer.
The X-Designer appears in a separate page.
Step 5: Creating a New Interaction Flow (in X-Designer)
Go to the Admin Console and select Open Designer. The X-Designer appears in a separate page.
From the Main Toolbar, click New and select Interaction from the dropdown menu. The Create Interaction popup appears.
In the Name field, enter Tutorial - Update Account.
Click Create. The Interaction Flow ‘Tutorial - Update Account’ is added to the Flow list, and the Flow Map displays the Drag Step Element prompt.
Step 6: Create Pages
First Page
From the UI Elements group, select and drag the Page element to the desired location on the Flow Map. The Page Editor opens.
In the Page tab, enter the Page Title as Update Account.
From the Page Editor, drag Short Text element on the page. Use two Short Text elements (drag twice) on the page.
Click the first Short Text element. In the Variable Name field, enter the '@' symbol at the cursor. An autocomplete dropdown list will appear with all Session Variables and User Variables.
Select the Variable Name as Customer Name.
Click the second Short Text element, enter the label name as What is your address?. In the Variable Name field, enter the '@' symbol at the cursor. An autocomplete dropdown list will appear with all Session Variables and User Variables.
Select the Variable Name as Customer Address.
Click Create. The Page is created and displayed on the Flow Map.
Second Page
From the UI Elements group, select and drag the Page element to the desired location on the Flow Map. The Page Editor opens.
In the Page tab, enter the Page Title as Show Account.
From the Page Editor, drag Paragraph element on the page.
In the paragraph field, enter free text as ‘Customer Name :’ and enter the '@' symbol and select the Variable as ‘Customer Name’.
Hit Enter key on your keyboard to move to the second line. In the second line, enter free text as ‘Customer Address :’ and enter the '@' symbol and select the Variable as ‘Customer Address’.
Click Create. The Page is created and displayed on the Flow Map.
You can see two page elements Update Account and Show Account on the Flow Map.
Connect Update Account with Show Account.
Step 7: Publish Flow
To the top left corner of the page, click Publish icon. The Publish dialog opens, displaying the name ‘Tutorial – Update Account’ assigned to the Flow when it was created.
Enter the Version number as 1.0.
In the Description field, enter optional descriptive text that will appear on the Flows page of the X-Console. For example, a short summary of the Flow's purpose.
Click Publish.
Step 8: Mapping Intent to X-Designer Flow
Go back to the Admin Console’s AI Model page and refresh.
On the right side of the selected LOB ‘Enterprise’, click Details.
Click the Business Process ‘Tutorial’. By default, the Intent tab appears with the list Intents.
Select ‘Tutorial – Update Account’ from the Select Flow drop-down list for the associated Intent Update Account, which will be triggered when that Intent is specified at runtime by U-Assist.
Optionally, from the Select Step dropdown list, choose the specific Flow Step ‘Update Account’ where execution will begin.
Step 9: Client Settings for AI Agent Assist Application
From the Resources dropdown, select Applications.
Select Agent AI Assist from the list. The Agent AI Assist page appears.
Click Client Settings tab.
Map the Customer Info to Tutorial – Update Account Flow from the drop-down menu.
Click Save.
Step 10: Testing Interaction Flows in the Simulator
In the X-Designer, click Preview. Select Agent AI Assist from the drop-down menu and click Refresh icon. The simulator will immediately begin operation.
Select Customer Info icon, and it displays the Tutorial – Update Account Flow.
In Update Account Flow step, enter your name and address. Click Next to navigate to Show Account Flow step.
The Show Account displays the updated details.
Click Done to save the updated details.