Search AI provides an intelligent, contextual, and personalized experience in every interaction across web and mobile channels. To enhance the search capabilities of Agent AI and allow restricted access for targeted users, you can configure up to three Search AI apps with the following scopes:

• Internal Information: This feature can be leveraged to send internal notes to agents. Agents can’t share the search results with customers as it doesn’t include the Send / Copy buttons. The following screenshot shows internal information related to the search words “national pension.”
  
  
• External Information: This feature helps fetching external information through the Search AI apps, and this information has Send / Copy buttons for sharing with customers.
  
  
• Auto-Suggestions: Access to auto-suggestions (prompts) only. The following screenshot shows auto-suggestions related to the search word “pizza.”
  
  

How Does It Work?

1. Set up Search AI Apps: Add all the segregated information sources (internal information, external information, and auto-suggestions) the targeted agents might need in their searches, like web pages, data, documents, and content from apps like ServiceNow and Confluence. Learn more.
2. Link Search AI with Agent AI: Administrators can link up to three Search AI applications with Agent AI, as explained in this document. Once linked, Search AI content is automatically available for Agent AI as a service in runtime. Learn more.
3. View Search AI data in Agent AI: In the Agent AI widget, agents can view relevant snippets and articles from the Search AI application, and Dialog Tasks and FAQs from the XO Platform or the Use Cases of the Agent AI application. Learn more.

How to Link Search AI with Agent AI?

Linking Search AI application with Agent AI is a two-step process:

1. Enable the communication channel in Search AI: First, create client credentials in Search AI with these API scopes – Ingest Data, Live Search, Full Search, Advanced Search, and Auto Suggestions. Then, enable a communication channel. For more information, refer to this guide.
2. Use the client credentials to link the Search AI apps with Agent AI: See the following steps:

Steps to link the Search AI apps with Agent AI

1. Sign in to the Agent AI application.
2. Go to Configuration > System Setup, and click Search AI.
   
   
3. On the Search AI page, click +Add Search AI App.
   
   
4. Enter a name for the Search AI app in the Name field.
5. Select an option or options in the Use This App for list. Refer to the Configuration Rules while selecting your options.
   
6. Enter the following client credentials generated by the Search AI application:
   • Domain URL: The Domain URL to be used for this specific search app.
   • Stream ID: The Stream ID to be used for this specific search app.
   • Client ID: The Client ID to be used for this specific search app.
   • Client Secret: The Client Secret to be used for this specific search app.
7. Expand the Knowledge AI section (displays only if you have selected Internal Information or External Information in the Use This App for field).
   
   
8. Click the toggle to enable it. (By default, it remains disabled.)
9. Select a channel in the Select channel list.
10. Select the options under the Search Results, API Integration, and Control expand behavior of Answers sections.
    
    
11. Click Test Connection & Save to verify the configuration. The Connection Established Successfully message displays, if the connection is successful.
12. Add more Search AI apps, as required by following the above steps.

Configuration Rules

• Choose either Internal Information or External Information with Auto-Suggestions.
• Internal Information and External Information can’t be combined in one app.
• Auto-Suggestions can be configured for only one Search AI app.
• Knowledge AI settings are available only when selecting either Internal Information or External Information.

Knowledge AI

This section lets you gain access to the Knowledge AI features within the Agent AI widget during customer interactions. Here, you can set channel-specific display of Knowledge AI search results. It has the following sub sections:

• Search Results: Gives you the control over Knowledge AI search results. Agents can select between Always Show, Show with XO Results, and Show as a Fallback event.
  • Always Show: Shows all results of Knowledge AI regardless of bot intents. This is the default selection.
  • Show with XO Results: Shows results of Knowledge AI only when relevant bot events such as Dialog Tasks or FAQs are detected.
  • Show as a Fallback event: Shows results of Knowledge AI as a fallback when no bot events are detected.
• API Integration: You can optimize your search experience with the advanced Knowledge AI API configuration. Choose Basic to use the default Knowledge AI configurations or Advanced to configure how you want to use the Knowledge AI. The Advanced option lets you use your own API. The default selection is Basic.
• Control expand behavior of Answers: You can now customize the number of answers that appear for your Knowledge AI search in the Agent AI widget. For example, if you select “3” on this field, only three answers will appear in the widget. The default number is “4” and the minimum number to be selected is “2”.

How Does It Help Agents?

When Agent AI is integrated with Search AI, data from all the sources configured in the Search AI application are accessible to agents via the Agent AI widget > Search tab. In the search results, Snippets and Articles are shown from the Search AI application, and Dialog Tasks and FAQs are shown from the Use Cases of the Agent AI application. Agents can quickly review the search results and share relevant information with the customers. This feature also enables sending internal notes to agents with important, agent-only information that can’t be sent or copied to customers.