By default, Oracle Digital Assistant (ODA) supports the integration of human agents into bot conversations through the Oracle Service Cloud (OSC).
A new open source project that extends the existing integration to third-party agent systems has now been released to GitHub by Tamer Qumhieh. The project leverages ODA out of the box features integrating with Oracle Service Cloud to different agent systems. With this, you will be able to use the out of the box System.AgentInitiation and System.AgentConversation components; hence your skill is totally abstracted from back-end agent system details. By using ODA built-in system components, the following features are supported:
· Passing user conversation history to agent upon initiating a chat request.
· Bot user can terminate chat conversation at anytime using the exit keywords specified in System.AgentConversation component.
· Upon terminating a chat conversation, Agent can redirect the bot to a specific state as specified in the actions property in System.AgentInitiation component.
· Upon terminating a chat conversation, Agent can decide to automatically add a new utterance to an intent.
High level architecture
As described in the below screenshot, this integration uses ODA webhook channel to pass user messages to webhook implementation, webhook implementation calls out your custom agent implementation file that is basically responsible for message transformations between ODA and agent system, and then message sent to agent or ODA depending from where the message originated. Read the complete article here.
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