Basic Steps for Creating a Digital-Assistant Agent
The DA as Agent channel, along with the
System.AgentTransfer component, lets you integrate a digital assistant
with Oracle B2C
Service and Oracle Fusion
Service chats. Here are the basic steps. We'll go into the details later.
- Build a DA-as-Agent digital assistant: You build your digital assistant similar to how you build one for a messaging platform. For the cases where the customer needs to chat with a human, you use the
System.AgentTransfercomponent to transfer the conversation to an agent. - Configure the service: You'll need to configure your Oracle B2C Service or Oracle Fusion Service to integrate with Oracle Digital Assistant, such as creating a digital-assistant agent, queue, and rules.
- Sign your digital assistant into the service: In Oracle Digital Assistant, you create a DA as Agent channel that associates your digital assistant with the digital-assistant agent. When you enable the channel, the digital assistant is signed in as the digital-assistant agent, and is ready to handle chat requests.
After you publish your digital assistant, you'll want to periodically run Retrainer reports to see if you need to improve intent resolution for any intents. See Apply the Retrainer.
You also might want to look at the overview report on the skill's Insights 
page to compare the number of conversations that were handled by the skill against the number that were transferred to an agent. The number of conversations that resolved to system.RequestAgent, system.Unsatisfactory, and other intents that transition to agent transfer are good escalation indicators.