The Intelligent Agent Tools feature helps enrich end-user conversational experiences by integrating pre-trained OpenAI or Azure OpenAI language models in the backend. If enabled, agents can use the AI-enhanced compose text box to create customized responses to address customer inquiries, concerns, or issues.

You can find Intelligent Agent Tools by going to CONFIGURATION > Advanced Settings > Intelligent Agent Tools.

Integration setup

The intelligent Agent Tools feature is available by integrating with OpenAI directly or via Microsoft Azure.

Enable OpenAI Integration:

Prerequisites:

Before enabling the OpenAI integration, complete the following prerequisites:

• If you already have OpenAI account credentials, then enter them.  Otherwise, create a developer account in the OpenAI and note down login credentials. Use the OpenAI Documentation for more information.
• Copy the API Key of your OpenAI account and keep it for future use to enable the integration.

Steps to enable the OpenAI integration:

1. Click Intelligent Agent Tools and enable the feature.
   
2. Select the OpenAI option for integration.
   
3. Enter the secret API Key of your OpenAI service, which you copied earlier.
   
   

   Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from OpenAI.

4. Choose the options that will be available to the agents while composing responses.
   
5. Click Save. The Advanced Settings updated successfully pop-up is displayed.
   

Enable Azure OpenAI Integration:

Prerequisites:

Before enabling the Azure OpenAI action, complete the following prerequisites:

• If you don’t have Azure OpenAI account credentials, create a developer account in Azure OpenAI and note down login credentials. Use the Azure OpenAI Service Documentation for more information.
• Copy the Sub Domain, Deployment ID, and API Key values and keep them for future use to enable the integration.

Steps to enable the Azure OpenAI integration:

1. Click Intelligent Agent Tools and enable the feature.
   
2. Select the Azure OpenAI option for integration.
   
3. Enter the following details:
   1. Sub Domain – The domain name of the Azure OpenAI service, which you copied earlier.
   2. Deployment ID – The deployment ID/model name of the Azure OpenAI service, which you copied earlier.
      

      Note: You can enter the deployment ID for ChatGPT-3 or ChatGPT-3.5 model to configure the GPT model for the Azure Open AI integration.

   3. API Key – The secret API key of your Azure OpenAI service, which you copied earlier.
      

      Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from Azure OpenAI.

      
4. Choose the options that will be available to the agents while composing responses.
   
5. Click Save. The Advanced Settings updated successfully pop-up is displayed.