2Configure Digital Assistant

This chapter contains the following:

Your users access digital assistant with a specific user role. So you can assign the user roles to them, such as administrator, developer, and business user. You must train your digital assistant, configure channels, and associate them with your digital assistant. Once you set up your digital assistant, you can test it to check whether it's working correctly on your desktop and mobile devices.

Set up Privileges to Access Oracle Digital Assistant

You can set up privileges for yourself and other users to access predefined digital assistant using Oracle Identity Cloud Service. As a cloud administrator, you get the URL to the Oracle Identity Cloud Service instance and its credentials through an email. If you don't have your cloud administrator account credentials, ask your help desk to create a technical service request.

Open the URL in your browser and do any of these tasks:

  • Sign in using your credentials.

    Note: If you're signing in to the Identity Cloud Service application for the first time, you must create a new password. To do so, on the Oracle Cloud Account Sign In page, click the link for Need help signing in, and then follow the instructions.
  • Sign in with the available Oracle Identity Cloud instance using your SSO credentials.

    This image shows the Oracle Cloud Account Sign In page with the link that you can use if you're signing in for the first time (1) and an Identity Cloud Service instance, for example, Oracle Applications Cloud (2).

    This image shows the Oracle Cloud Account Sign
In page with the link that you can use if you're signing in for the
first time (1) and an Identity Cloud Service instance, for example,
Oracle Applications Cloud (2).

Enable and Verify User Synchronization

The Identity Cloud Service application is set up to represent your Oracle Applications Cloud instance. The Identity Cloud Service application is an intermediary to synchronize your user accounts between Oracle Applications Cloud and digital assistant. So, you must enable user synchronization.

  1. Enable user synchronization.

    1. Click Navigator > Oracle Cloud Services

    2. Search for and select the Oracle Applications Cloud instance.

    3. Click the Provisioning tab.

    4. Turn on Enable Provisioning.

    5. In the Select Provisioning Operations section of the page, select the Authoritative Sync check box.

    6. Turn on Enable Synchronization.

    7. Click Save.

  2. Verify that the users are available and synchronized in the application.

    1. Click the Users tab.

    2. Check whether the users are available in the application. If not, import the users. To do so, click the Import tab, and then click Import.

Find Digital Assistant URL in Identity Cloud Service

You can find and use digital assistant URL in Identity Cloud Service and also share the URL with other users.

  1. Click Navigator > Oracle Cloud Services.

  2. Search for the application name that starts with idcs-oda.

  3. Open the application.

  4. Click the Configuration tab.

  5. In the Resources section, copy the URL from the Primary Audience field, and share the URL with other users if required.

Digital Assistant User Roles

You must assign appropriate roles to your users so that they can administer, configure, or analyze digital assistant. Based on their roles, users can import skills, add utterances, test skills, or extend digital assistant. Once you assign the roles, users can access digital assistant. You don't need to assign roles to the users who interact with skills in other channels, such as SMS.

This table shows the roles you can assign to your users and what they can do.

User Roles What They Can Do

ServiceAdministrator

ODA Service Administrator Role

  • Get complete access to the Bots instance for the draft and published skills.

  • Access or import skills.

  • Clone or extend skills.

  • Delete a published skill or digital assistant.

  • Do data management tasks, such as purging data when the instance is out of memory.

ServiceDeveloper

ODA Service Developer Role

  • Delete a draft skill but not a published one.

  • Get full access to build and test skills and digital assistant.

Note: Users with this role can't access the data management tasks and so they can't purge data.

ServiceBusinessUser

ODA Service Business User Role

  • Get access to the analytics insights.

  • Test the dialog flows and whether the intent and entity match.

  • Add sample utterances to the training corpus to retrain a skill. But a business user can't add sample utterances to the skill directly. Instead, the business user can use analytics insights to train the skill again with user patterns.

Note: This role is primarily specific to an analyst in the company, or someone who's in the line of business, such as expenses, and wants to see the analytics. Users with this role can only view the skills or settings but can't modify them. They can't access the data management tasks to purge data.

Assign Digital Assistant User Roles

With the Identity Domain Administrator role, you can access the Identity Cloud Service application, and assign appropriate roles to your users. For users who use single sign-on to access Oracle Applications Cloud, make sure their login credentials are synchronized with that of Identity Cloud Service automatically during hybrid provision.

  1. Sign in to Oracle Identity Cloud Service.

  2. Click Navigator > Oracle Cloud Services.

  3. Search for the application name that starts with idcs-oda.

  4. Open the application.

  5. Click the Application Roles tab.

  6. Select a role and click the corresponding menu icon.

  7. Click Assign Users.

    The menu item for user role.
  8. Search for the user you want to assign a role to.

    Note: You can search for the user by name or email address.
  9. Select the user and click OK.

Use Oracle Applications Cloud to open and set up digital assistant. You must have the ODA Service Administrator or ODA Service Developer role to do this task. You can configure the Oracle Web channel to associate it with your digital assistant.

  1. Sign in to Oracle Applications Cloud.

  2. In the Setup and Maintenance work area, go to the Manage Digital Assistant task.

    Your paired digital assistant opens in a separate tab.

  3. In the digital assistant instance, pull FADigitalAssistant from the Skill Store.

    Note: You can extend pre-defined digital assistant and skill. That means, you can create a new version of your digital assistant and skill, which you can modify. The modified version remains compatible with the original version.

Configure Channels

You can use digital assistant in various channels, such as Twilio, Oracle Web, and Microsoft Teams. You can configure these channels to associate them with your digital assistant.

Configure Twilio SMS Channel

Before you configure the Twilio SMS channel, make sure that you have a Twilio account. You must make a note of the account SID, authentication token, and phone number from your Twilio account.

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Development > Channels.

  3. Click Channel.

  4. In the Create Channel dialog box, do these tasks:

    1. Enter the name and description of your channel.

    2. From the Channel Type list, select Twilio SMS.

    3. Specify your account SID, authentication token, and phone number.

    4. Click Create.

  5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search for the latest version of FADigitalAssistant, and select it.

  6. Copy the Webhook URL or make a note of it.

    You need this URL while configuring Webhook URL for Twilio SMS.

  7. Sign in to Twilio application.

  8. Click Navigator > Phone Numbers > Active Numbers.

  9. On the Active Numbers page, click a Twilio number.

    Note: You must have the Twilio phone number. When you buy the Twilio account, you receive the phone number.
  10. Click the Configure tab.

  11. In the A Message Comes In field in the Messaging section, paste the webhook URL.

  12. Click Save.

Configure Oracle Web Channel

Use the Oracle Digital Assistant application to configure Oracle Web channel.

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Development > Channels.

  3. Click Channel.

  4. In the Create Channel dialog box, do these tasks:

    1. Enter the name and description of your channel.

    2. From the Channel Type list, select Oracle Web.

    3. In the Allowed Domains field, enter the URL of your application or enter *.

      Note: Add a comma-separated list of URLs.
    4. Turn off Client Authentication Enabled.

    5. Optionally, set the availability duration for the Oracle Web channel. The default value is 60 minutes.

    6. Click Create.

  5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search for the latest version of FADigitalAssistant, and select it.

  6. Turn on Channel Enabled.

  7. Copy the channel ID or make a note of it.

    You will need this channel ID while enabling your digital assistant.

Configure Digital Assistant to Work with Web Channel

After you configured the Oracle Web channel, set up digital assistant to work with the Oracle Web channel and add digital assistant in Cloud Applications. You can also enable attachment sharing for your users. After you enable it, users can then share attachments, such as images, while interacting with digital assistants.

  1. Enable digital assistant for Cloud Applications.

    1. Sign in to Oracle Applications Cloud.

    2. Click Navigator > Others > Setup and Maintenance.

    3. In the Setup and Maintenance work area, go to the Manage Administrator Profile Values task.

    4. On the Manage Administrator Profile Values page, search and select Profile option to enable digital assistant (FA_ENABLE_DIGITAL_ASSISTANT) profile option.

    5. In the FA_ENABLE_DIGITAL_ASSISTANT: Profile Values section, click the New icon.

    6. From the Profile Level list, select Site.

    7. In the Profile Value field, enter Y.

    8. Click Save and Close.

  2. Add digital assistant to Cloud Applications.

    1. Activate a sandbox that has the HCM Experience Design Studio tool in it.

      After you activate the sandbox, all tools activated in it are listed on the Tools menu on the sandbox bar.

    2. On the Tools menu, select HCM Experience Design Studio.

    3. On the HCM Experience Design Studio page, click the Digital Assistant Configuration tab.

    4. In the Network Configuration section, enter values in these fields.

      • Server URL of the ODA Instance: Enter a server URL of your digital assistant instance.

      • Web Channel ID: Enter the web channel ID that you got when you configured Oracle Web channel for your digital assistant.

        Note: When you enter a web channel ID, make sure that it doesn't contain any spaces.
    5. If you want to enable attachment sharing in digital assistant, in the Features and Functionality Configuration section, select the Share attachment in chat window check box.

    6. Click Save and Close.

    7. Publish your sandbox.

Configure Microsoft Teams Channel

You can configure a Microsoft Teams channel so that your users can chat with digital assistant in Microsoft Teams. But before you start, create an app using App Studio in Microsoft Teams, and add a bot to the app.

Here's how you can configure Microsoft Teams channel.

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Development > Channels.

  3. Click Channel.

  4. In the Create Channel dialog box, do these tasks:

    1. Enter the name and description of your channel.

    2. From the Channel Type list, select Microsoft Teams.

    3. Enter the Microsoft application ID and password.

      Note: You get the ID and password after you add an app in Microsoft Teams.
    4. Optionally, set the availability duration for the Microsoft Teams channel. The default value is 60 minutes.

  5. Click Create.

  6. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search for the latest version of FADigitalAssistant, and select it.

  7. Turn on Channel Enabled.

  8. Copy the Webhook URL or make a note of it.

    You need this URL while configuring Webhook URL for Microsoft Teams.

Note: After you create the Microsoft Teams channel, you must configure Webhook URL for Microsoft Teams, enable apps in your Office 365 tenant, and test your assistant in Microsoft Teams. For more information about configuring Microsoft Teams channel, see https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-7E688AA4-6C63-4F1E-99CB-06773BD0A878.

Test Digital Assistant

You can test digital assistant in your Oracle Digital Assistant application. You can also test whether digital assistant is working after you configure Twilio SMS and Oracle Web channels.

Test Digital Assistant in the Oracle Digital Assistant Application

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Development > Digital Assistants.

  3. Click FADigitalAssistant.

  4. Click the Skill Tester icon that you can see at the bottom left corner of the page with FADigitalAssistant details. You see a test page.

    A page with FADigitalAssistant details.
  5. In the text box at the bottom left corner of the test page, type Hello.

    A page showing the field where you type Hello.

    The FADigitalAssistant responds with a list of supported skills and intents.

  6. Click any of the intents and proceed as per your requirements.

Test Digital Assistant for the Twilio SMS Channel

When you configure the Twilio SMS channel, use a mobile device to test your digital assistant.

  1. Open Oracle Digital Assistant on your mobile device.

  2. Text Hello to the phone number that you configured.

    Digital assistant responds with the tasks it can do for you as shown in this image.

    Image showing the digital assistant's response
with the tasks it can do for you.
  3. Respond by typing something on your mobile device. For example, you can type Taxi for $30.

    Digital assistant sends an URL to sign in to the Oracle Applications Cloud.

  4. Sign in to your application, and follow the steps provided in the SMS.

Test Digital Assistant for the Oracle Web Channel

After you configure the Oracle Web channel, test the digital assistant in your Cloud Applications.

  1. Sign in to Oracle Applications Cloud.

  2. You can view the digital assistant, which is displayed as the Chat icon on the home page.

    This image shows the Chat icon on the home page of the application.

    The home page of the application showing the Chat
icon.
  3. Click the Chat icon to open a chat window.

  4. In the chat window, enter some text. For example, my expenses today.

    You must get a response in the chat window.

Upgrade Digital Assistant

You must upgrade your digital assistant to get the latest updates in it.

  1. Sign in to Oracle Digital Assistant using your SSO credentials.

  2. Click Navigator > Development > Store.

  3. Search for FADigitalAssistant.

  4. To display all the available versions of the digital assistant, click the Click to show all versions of this skill icon.

  5. Do either of these steps:

    • Click the Options icon for the digital assistant that you want to upgrade, and select Pull.

    • Select the digital assistant that you want to upgrade, and click Pull.

  6. On the Pull Digital Assistant dialog box, click Pull. You get a confirmation after the pull is complete.

  7. To confirm that the digital assistant is upgraded, check the version on the Digital Assistant page.

After upgrading, you must associate the required channels with the upgraded version of your digital assistant.

  1. Click Navigator > Development > Channels.

  2. Click Channel.

  3. In the Create Channel dialog box, enter the details, and from the Channel Type list, select required channel type.

  4. Click Create.

  5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search for the latest version of FADigitalAssistant, and select it.

  6. On the Change Channel Routing dialog box, click Change.

Export and Import Digital Assistant

You can export your digital assistant from one environment, and import it to another one. But you can export only the custom digital assistants or the predefined digital assistants that were extended.

  1. Sign in to the source environment, where you want to export the digital assistant from.

  2. Click Navigator > Development > Digital Assistants.

  3. Search for the digital assistant that you want to export.

  4. Click the Options icon for the digital assistant that you want to export, and select Export.

    Note: If you want to export a specific version of a digital assistant, click the Click to show all versions of this digital assistant, click the Options icon for the version that you want to export, and then select Export.
  5. Save the .zip file.

  6. Sign out of your current session.

  7. Sign in to the target environment, where you want to import the digital assistant to.

  8. Click Navigator > Development > Digital Assistants.

  9. On the Digital Assistant page, click Import Digital Assistant.

  10. Browse and select the .zip file you want to import. You get a confirmation after the import is complete.

Add Custom Skills

You can create and add your own skills to digital assistant. If you want to add skills that aren't available in your digital assistant environment, you can export the skills from another environment, import to your environment, and then add them.

If the skills you want to add are available in your environment, do these steps:

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Development > Digital Assistant.

  3. Search for the digital assistant that you want to add the skills to.

  4. Select the digital assistant.

  5. Click Add Skill.

    Note: Ensure that the Skills tab is selected.
  6. Click the add icon for the skills that you want to add to your digital assistant. Here's how the add icon looks like:

    The add skill icon.

About Extending Published Skills

After you buy the digital assistant SKUs specific to each product, you can extend skills to do these tasks:

  • Add new utterances to existing skills.

  • Add new intents or entities and resulting dialog to purchased SaaS API.

  • Add FAQ to the BOT (CSV only).

  • Change configuration parameters within skills.

  • Add support for languages other than English.

    Note: You must purchase translator applications separately.

You can also buy a separate SKU named "ODAP4SaaS" to do these additional tasks:

  • Add new intents or entities and resulting dialog to third-party back-end services.

  • Add a new skill to Oracle SaaS when users haven't purchased corresponding SaaS Pillar skill.

  • Add a new skill to Oracle on-premises implementations or third-party back-end services when users haven't purchased corresponding SaaS Pillar skill. For example, say some users bought the HCM skill, but they're trying to connect to CRM without buying the CRM skill.

  • Add Oracle Voice to the existing skill.

  • Integrate with one or more of these applications:

    • Oracle CX Sales

    • Oracle Service Cloud

    • Help desk of a third-party application

Export and Import Skills

You can export a skill from one environment, and import it to another one. But you can export only custom skills or the predefined skills that were extended.

  1. Sign in to the source environment, where you want to export a skill from.

  2. Click Navigator > Development > Skills.

  3. Search for the skill that you want to export.

  4. Click the Options icon for the skill that you want to export, and select Export.

    Note: If you want to export a specific version of a skill, click the Click to show all versions of this skill, click the Options icon for the version that you want to export, and then select Export.
  5. Save the .zip file.

  6. Sign out of your current session.

  7. Sign in to the target environment, where you want to import the skill to.

  8. Click Navigator > Development > Skills.

  9. On the Skills page, click Import Skill.

  10. Browse and select the .zip file you want to import. You get a confirmation after the import is complete.

Set the Duration for User Session Timeout

You must use Identity Cloud Service and Oracle Digital Assistant applications to set the duration for session timeout. In Identity Cloud Service, the duration is 7 days by default. So if the users leave the application idle for 7 days, their session will expire. The duration for the session timeout can be the same in both the applications, but if it isn't, then the minimum duration is applied.

Here's how you can set the duration for session timeout using Identity Cloud Service:

  1. Sign in to Oracle Identity Cloud Service.

  2. Click Navigator > Oracle Cloud Services.

  3. Click the Configuration tab.

  4. In the Resources section, select the Is Refresh Token Allowed check box if it's not selected.

  5. In the Refresh Token Expiration field, enter the duration in seconds.

  6. Click Save.

    Identity Cloud Services application page showing
the Refresh Token Expiration field.

Here's how you can set the duration for session timeout using Oracle Digital Assistant:

  1. Sign in to Oracle Digital Assistant.

  2. Click Navigator > Settings > Authentication Services.

  3. Select the service that you want to set the duration for.

  4. In the Refresh Token Retention Period field, enter the duration in days. The maximum timeout duration you can set is 30 days.

    Your changes are saved automatically.

    Oracle Digital Assistant application page showing
the Refresh Token Retention Period field.

FAQs for Configuration of Digital Assistant

Why can't I access Oracle Identity Cloud Service to configure digital assistant?

That's probably because you don't have the Identity Domain Administrator role. Check with your help desk. If needed, ask them to create a technical service request for your cloud service to get the Identity Domain Administrator access, but only for these cases:

  • You (or someone else) are the existing administrator, and you can't sign in to Oracle Identity Cloud Service or have lost your password.

  • The existing administrator is no longer available, for example, they have left your company.

The problem type for the request must be Cloud Hosting Services (Outage, P2T/T2T, Enable SSO, Resize, CloudPortal, MyServices, User/Password, Network, Schedule Maintenance).

How can users sign in to digital assistant?

The methods for signing in to digital assistant varies based on the Oracle Identity Management setup for Cloud Applications.

  • Single Sign-On: If SSO is enabled for Cloud Applications

  • Single Sign-On with two-factor authentication: If SSO is enabled with two-factor authentication for Cloud Applications

  • Cloud Applications user ID and password: If SSO isn't enabled for Cloud Applications

Note: Your users can use any of these methods even if VPN is enabled.

Can I use the same Twilio number for the custom skills and the digital assistant?

Yes, you can do so. But you must first add your custom skills to the digital assistant and then configure the Twilio SMS channel.

What happens if I add a custom skill to a digital assistant, and then upgrade the digital assistant?

There won't be any impact on your custom skill. When you upgrade the digital assistant, the upgraded version will contain the predefined as well as custom skills that you already added in your digital assistant.

What are the different channels available in digital assistant?

This table lists the different channels and the skills that they're available for in digital assistant.

Channel Skills That the Channels Are Available For

Twilio SMS

  • Expenses

  • Sales

  • Project Time Entry

MS Teams

Sales

Slack

N/A

Oracle Web

HCM