CCAI integration with Artemis

For secure, bidirectional communication between the AI application and contact center agents, you can integrate AI for Service Contact Center app with an Artemis project. The integration requires:

1. Contact Center app configuration in AI for Service using tenant, project, and token details from Artemis.
2. Artemis project configuration using tokens and IDs from the Contact Center app. Set it as the default Agent Transfer route.

After the configuration is complete, Artemis routes escalated conversations to the Contact Center app and returns its responses to the user. Important consideration

• Attachments: When a user shares a file during a conversation in Artemis, the file and its associated metadata are transferred to the SmartAssist agent. The agent can use the attachment and its metadata as part of its reasoning and response generation. See supported attachment types.
• Conversation transcripts and recordings: Recordings and transcripts from voice calls in SmartAssist are available in Artemis after the session ends under Sessions logs. It may take up to 10 minutes to present recordings and transcripts in Artemis due to post-session processing.

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Prerequisites

• Access to AI for Service with permission to create and publish Contact Center apps.
• Artemis application access with permission to open Agent Chat, Profile, Integrations, Deployments, and API Keys.
• Access to an Artemis project.
• A secure token generator or password manager to create secrets that meet the required complexity rules.
• The integration is enabled on request. To enable it, contact Support.

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Contact Center app configuration

1. Log in to the AI for Service platform.
2. Create a new app and select Contact Center as the app type.
3. Complete the onboarding journey for the new app.
4. Go to Flows & Channels.
5. Select Artemis Integration.
6. Enter the following fields:

   Field	Where to fetch the value	Implementation notes
   Artemis tenant ID	Artemis Agent Chat > initiate chat > Debug > Data or Artemis Profile > Workspace ID	Use the tenant/workspace ID for the Artemis workspace being connected.
   Artemis project ID	Artemis Agent Chat > initiate chat > Debug > Data	Use the project ID for the target Artemis project.
   Artemis webhook URL	Artemis Project > Integrations > Kore SmartAssist > Connect > Webhook Channel Callback URL	Copy the callback URL exactly as shown.
   Artemis access token	Bring your own key	Create a secret that meets the token and secret rules.
   Artemis auth token	Artemis Project > Deployments > API Keys > Create a platform key	Create a platform key and copy the generated token.

7. Review all Artemis Integration fields, then select Enable Artemis Integration.
8. Review and publish the Contact Center app.

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Artemis project configuration

1. Go to Project > Integrations > Kore SmartAssist > Connect.
2. Configure the following fields:

   Artemis connection field	Source	Notes
   Connection Name	Enter a unique connection name.	Use a name that identifies the environment and AI for Service app, such as AI for Service-uat-contact-center.
   Base URL	CCAI → Flows and Channels → Artemis Integration → CCAI host URL	Example: https://platform.kore.ai/
   CCAI App Token (optional)	CCAI → Flows and Channels → Artemis Integration → CCAI auth token	Populate when required.
   XOCC Webhook Channel Token	CCAI → Flows and Channels → Artemis Integration → Web token	Copy exactly from AI for Service.
   Webhook Secret	Bring your own key	Use the same value as the Artemis access token entered in AI for Service Artemis Integration.
   App ID	CCAI → Flows and Channels → Artemis Integration → CCAI stream ID	Copy exactly.
   Account ID	CCAI → Flows and Channels → Artemis Integration → Account ID	Copy exactly.

3. Use the SmartAssist integration for Agent Transfer routing. Go to Project Settings > Agent Transfer > Default Routing > Connection and select the integration.

When an agent escalates a conversation, Artemis routes it to the configured AI for Service Contact Center app. The Contact Center app’s response that returns through the SmartAssist connection is provided to the user.

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Token and secret rules

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Validation checklist

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Troubleshoot integration issues

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Related articles:

• Know more about Contact Center
• Transfer sessions