Help customer service reps quickly get information about their customers and orders

Summary

The IBM Sterling Call Center for Commerce solution provides customer service representatives (CSRs) with access to myriad critical order-fulfillment system features in a call-center UI. Features include order entry, item and inventory lookup, processing returns and exchanges, managing alerts and exceptions on orders, customer appeasement, re-shipment and order modifications, as well as price matches. This developer code pattern outlines how to enhance Sterling Call Center for Commerce using extensions.

Description

IBM Sterling Call Center for Commerce can be enhanced by extending what is already available in the application using extensions. One such extension is the Embedded Business Assistant (Embedded Business AI) framework. The framework is open, hybrid, multi-cloud deployable, omni-channel, enterprise-class, and can be used by developers to enable advanced domain-specific process automations for business users. Unlike other dialog management systems that use rule-based reasoning and predicate logic, with the Embedded Business AI, you describe your business domain to the machine in a simple, consistent, complete, straightforward way. IBM uses the Embedded Business AI to create an omni-present digital twin that supports the human counterparts wherever they may conduct their business.

Integration of Embedded Business Assistant into IBM Sterling Call Center for Commerce makes it easier and faster for customer service reps to obtain relevant information about the customers they are interacting with and about their orders and transactions. This results in quicker query resolution and provides enriching and improved interactions between customers and reps. In this code pattern, you will learn how to integrate the Embedded Business Assistant with IBM Sterling Call Center for Commerce.

Flow

flow

  1. User logs into the Embedded Business AI framework using the IBM ID to generate public and private keys that can be used for programmatic access.
  2. Using the generated private key and the GetAccessKey.js script available in the GitHub repo, the user generates an access key and updates it in the customer_overrides.properties file available in the repo.
  3. User moves the updated customer_overrides.properties file, as well as the extensions folder, from the repo to the server where IBM Sterling Call Center for Commerce is deployed.
  4. A new .ear file is built and deployed to the IBM WebSphere® Application Server.
  5. The IBM WebSphere Application Server is restarted to reflect the changes as per the deployed .ear file.
  6. User can now verify that the Embedded Business Assistant is integrated into IBM Sterling Call Center for Commerce.

Instructions

Ready to get started? See the README for detailed instructions on how to:

  1. Clone the GitHub repository
  2. Generate access key
  3. Copy properties file and extensions folder from Github to Sterling server
  4. Build the .ear file and deploy appl to WebSphere
  5. Restart WebSphere Application Server
  6. Start the deployed application on WebSphere Application Server
  7. Verify the changes on IBM Sterling Call Center for Commerce