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Basic Workflow - Sentient Agent Design Environment and Proactive Knowledge Service

The Sentient Agent Design Environment is the design-time facility used to define Configuration Templates with a project-specific Q&A cache and knowledge base. The Proactive Knowledge Service is the run-time engine that leverages the LLM Question Generator to generate proactive questions whenever knowledge is required during a call.

The following is a typical workflow for configuring and maintaining Knowledge Configuration Templates in the Sentient Agent Design Environment and using them across products or third-party applications to generate AI-driven Q&A responses:

Creation of a Knowledge Configuration Template for Proactive Q&A using the Sentient Agent Design Environment

  1. Create a new Knowledge Configuration Template for the current account based on client workflows and intents.

    Note

    You can use a predefined Uniphore Configuration Template if it fulfills your needs.

  2. Save the Knowledge Configuration draft. A version number and Knowledge Template ID are automatically assigned.

  3. Add Q&A pairs associated with the Configuration Template.

  4. Evaluate and refine customized Configuration Templates by uploading Transcripts and testing the generated results.

  5. Publish the Configuration Template.

  6. Manage Q&A pairs associated with the Configuration Template.

Assign the Knowledge Configuration Template to the external production systems

  1. Map a specific Configuration Template to an Experience in Real-Time Guidance Agent or other production applications. All available Templates for the selected account are listed for selection.

For more details, refer to the Assigning a Configuration Template to an Experience section.

AI-driven Proactive Q&A generation in Real-Time Guidance Agent at run time using the Configuration Template

  1. Real-Time Guidance Agent sends each conversation turn, assigned Configuration Template ID, and Version to the Proactive Service.

  2. Proactive Service searches its Service Database (DB) to look up Template ID and Template Version.

  3. Once the template is found, the Proactive Service retrieves the associated configuration details, including:

    • Template definition

    • Cache ID

    • Knowledge Base linked to the template

  4. After fetching the required data, the Proactive Service generates relevant Proactive Q&A suggestions, which are displayed in the Knowledge Assist panel of the AI Agent Assist Application.

For more details, refer to the Viewing Knowledge Assist Questions & Answers section.

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