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Getting started with AI Copilot

In this getting started guide, you will learn how to configure your AI Copilot Workspace.

Before you Begin

AI Copilot is automatically activated on Cognigy Trial and Cognigy shared SaaS environments.

To activate this feature in other environments, do the following:

Create Flows

To get started with the service:

  1. Go to the Cognigy.AI interface.
  2. Create a virtual agent or use an existing one.
  3. Copy the Project ID from your URL, for example, https://app.cognigy.ai/agent/642c6a2cb45919dfae7b4428/, where the Project ID is 642c6a2cb45919dfae7b4428.
  4. Save the copied Agent ID for the later use.
  5. Go to the left-side menu and click Build > Flows.
  6. Create a Flow or use an existing one, which will include a handover or transfer to a human agent
  7. Create the additional flow for AI Copilot.

Check that you have two Flows: the Main Flow and the AI Copilot Flow.

Configure the AI Copilot Config

With the AI Copilot Config API you can configure the position and size of the tiles in your grid. This gives full flexibility to use the AI Copilot Workspace as efficient as possible.‚Äč

  1. Get your API Key from your Profile
  2. Create your AI Copilot Config

Get an API Key

To get your API key, follow these steps:

  1. In the upper-right corner of the Cognigy.AI interface, click User Menu user-menu > My Profile.
  2. In the API Keys section, click +.
  3. Add an API key name and click Confirm. The API key will appear in the list.
  4. Copy this API Key and go to the AUTHENTICATION section on the Cognigy OpenApi site.
  5. Paste the API Key to the following fields:
    • API Key (X-API-Key)
    • API Key (api_key)
  6. Click Set near both fields.

Create an AI Copilot Config

To create your AI Copilot Config, follow these steps:

  1. Create an AI Copilot configuration by using the Post request.
  2. Define the grid size in the config.grid object of the configuration by specifying the number of rows and columns.
  3. Choose the placement of your tiles by adding the starting position and size of each tile in your grid.
  4. Add the Project ID you copied earlier to ensure that the Config is mapped to the right Agent.

{
   "name": "AI Copilot Config sample",
   "description": "A sample configuration for AI Copilot showcasing the layout of tiles",
   "config": {
      "grid": {
         "columns": 3,
         "rows": 8,
         "gap": 10
      },
      "tiles": {
         "identity-assist": {
            "x": 1,
            "y": 1,
            "rows": 4,
            "columns": 1
         },
         "transcript-assist": {
            "x": 2,
            "y": 1,
            "rows": 2,
            "columns": 2
         },
         "next-action": {
            "x": 2,
            "y": 3,
            "rows": 2,
            "columns": 2
         },
         "knowledge-assist": {
            "x": 2,
            "y": 5,
            "rows": 4,
            "columns": 2
         },
         "event-assist": {
            "x": 1,
            "y": 5,
            "rows": 4,
            "columns": 1
         }
      }
   },
   "projectId": "your-project-id"
}
5. Create the request by clicking Try.

When the request is created, you will see the response code 201.

Create an Endpoint

To create your Endpoint, follow these steps:

  1. Go to the Cognigy.AI interface.
  2. In the left-side menu, select Deploy > Endpoint.
  3. Click +New Endpoint.
  4. In the New Endpoint window, add an Endpoint name and select your Virtual Agent Flow that hands you over to a human agent.
  5. In the Endpoint type list, select your desired Endpoint.
  6. Click Save.
  7. Go to Handover Settings.
  8. In Copilot Flow, select the AI Copilot Flow, that you created in the first steps.
  9. In Copilot Config, select the config, which you recently created via API.
  10. (Optional) A transcript tile to display the conversation with the customer can be added by enabling the toggle in the AI Copilot Settings.
  11. Click Save.

Configure an AI Copilot Flow

  1. To configure your first workspace, go into to the AI Copilot Flow.
  2. Add your desired AI Copilot Flow Nodes.
  3. Add the content, which will be displayed within the AI Copilot Workspace.
  4. Ensure that the tile ID in the Nodes matches the tile ID chosen in the AI Copilot configuration; this defines the size and placement of the widgets within the Workspace.

Explore an AI Copilot workspace

To observe the AI Copilot workspace, start a conversation with your virtual agent.

At one point, you will be handed over to a human agent.

If you are using the standalone version of AI Copilot, you will receive the link to your AI Copilot Workspace at this point.

When a customer is handed over, not only is the conversation history with the bot and the current intent forwarded to the human agent, but also a specific link to access the AI Copilot Workspace.

In case you are using the embedded version, the AI Copilot Workspace will be shown within an iFrame in your Agents Desktop.

Once the human agent engages with the conversation, the grid will show an empty state with outlines of the widgets.

The widgets will populate their content once the customer starts the conversation.

More Information