Deprecation Notice

As of release 4.65, the Agent Assist services have been fully integrated into the cognigy-ai-app Helm chart. This integration implies that the services provided by this Helm chart will be incompatible with versions 4.65 and onwards of the Cognigy.AI platform. Users must migrate to the new chart to continue receiving updates and support. For detailed instructions, follow the migration guide.

Note that the agent-assist-genesys-notifications-forwarder will no longer be compatible with release 4.64 and earlier versions, as it now requires integration with RabbitMQ. Users are advised to plan their upgrade strategies accordingly to ensure smooth transitions and continued functionality.

Cognigy Agent Assist Helm Chart

Cognigy Agent Assist offers a variety of advanced features that empower agents to provide faster and more accurate customer support.

Prerequisites

• Kubernetes v1.19-1.24 running on either:
  • AWS EKS
  • Azure AKS
  • "generic" on-premises kubernetes platform. Running Cognigy Agent Assist on-premises will require additional manual steps, we recommend to use public clouds (AWS or Azure) instead.
• kubectl utility connected to the kubernetes cluster
• Helm 3.8.0+
• MongoDB Helm chart installed in the same cluster. Here is the setup guide
• Cognigy.AI Helm chart installed in the same cluster. Here is the setup guide
• For using Cognigy Live Agent with Cognigy Agent Assist, its Helm chart needs to be installed in the same cluster. Here is the setup guide

Configuration

To deploy a new Cognigy Agent Assist setup you need to create a separate file with Helm release values. You can use values_prod.yaml as a baseline, we recommend to start with it:

1. Make a copy of values_prod.yaml into a new file and name it accordingly, we refer to it as YOUR_VALUES_FILE.yaml later in this document.
2. Do not make a copy of default values.yaml file as it contains hardcoded docker images references for all microservices, and in this case you will need to change all of them manually during upgrades. However, you can add some variables from default values.yaml file into your customized YOUR_VALUES_FILE.yaml later on, e.g. for tweaking CPU/RAM resources of Cognigy Agent Assist microservices. We describe this process later in the document.

Setting Essential Parameters

You need to set at least following parameters in YOUR_VALUES_FILE.yaml:

1. Cognigy Image repository credentials: set imageCredentials.username and imageCredentials.password accordingly.
2. MongoDB root credentials: set mongodb.auth username and password to rootUser and rootPassword values of MongoDB helm release created before.

Installing the Chart

1. Download chart dependencies:

helm dependency update

2. Install Cognigy Agent Assist Helm release:

• Installing from Cognigy Container Registry (recommended), specify proper HELM_CHART_VERSION and YOUR_VALUES_FILE.yaml:
  • Login into Cognigy helm registry (provide your Cognigy Container Registry credentials):

  helm registry login cognigy.azurecr.io \
  --username <your-username> \
  --password <your-password>
  

  • Install Helm Chart into a separate agent-assist namespace:

  helm upgrade --install --namespace agent-assist cognigy-agent-assist oci://cognigy.azurecr.io/helm/agent-assist --version HELM_CHART_VERSION --values YOUR_VALUES_FILE.yaml --create-namespace
  

• Alternatively you can install it from the local chart (not recommended):

  helm upgrade --install --namespace agent-assist --values YOUR_VALUES_FILE.yaml cognigy-agent-assist .
  

3. Verify that all pods are in a ready state:

kubectl get pods --namespace agent-assist

Try to access the Agent Assist Workspace frontend URL, it should be available at AGENT_ASSIST_WORKSPACE_FRONTEND_URL_WITH_PROTOCOL value defined in YOUR_VALUES_FILE.yaml.

The URL needs to provide fake parameters for sessionId, userId, URLToken, organisationId, projectId and configId query parameters, e.g.:

https://<agent-assist-url>/?sessionId=test&userId=test&URLToken=test&organisationId=test&projectId=test&configId=test

Upgrading Helm Release

To upgrade Cognigy Agent Assist platform to a newer version, you need to upgrade the existing Helm release to a particular HELM_CHART_VERSION, for this execute:

helm upgrade --namespace agent-assist cognigy-agent-assist oci://cognigy.azurecr.io/helm/agent-assist --version HELM_CHART_VERSION --values YOUR_VALUES_FILE.yaml

Modifying Resources

Default resources for Cognigy Agent Assist microservices specified in values.yaml are tailored to provide consistent performance for typical production use-cases. However, to meet particular demands, you can modify RAM/CPU resources or number of replicas for separate microservices in your Cognigy Agent Assist installation. For this you need to copy specific variables from default values.yaml into YOUR_VALUES_FILE.yaml for a particular microservice and adjust the Request/Limits and replica values accordingly.

IMPORTANT: Do not copy image value as you will need to modify it manually during upgrades!

For example, for backend microservice copy from values.yaml and adjust in YOUR_VALUES_FILE.yaml following variables:

backend:
  replica: 1
  resources:
    requests:
      cpu: '0.4'
      memory: 400M
    limits:
      cpu: '0.4'
      memory: 500M

Cognigy.AI integration

Cognigy.AI Endpoint URL

The ENDPOINT_BASE_URL_WITH_PROTOCOL value needs to point to the cognigy-ai service-endpoint ingress URL. This value is used by the Agent Assist Workspace backend to connect to Cognigy.AI. The value can be checked in the cognigy-ai Helm chart deployment file.

Cognigy.AI Endpoint Access Token Secret

The cognigyServiceEndpointApiAccessToken.existingSecret value is for generating a secret that is used to authenticate the Agent Assist Workspace API with Cognigy.AI. This secret is the Cognigy.AI service-endpoint SERVICE_ENDPOINT_API_ACCESS_TOKEN environment variable value. The environment variable used by the Agent Assist Workspace backend is COGNIGY_AI_ENDPOINT_ACCESS_TOKEN that can be checked in its deployment file.

# custom-values.yaml
cognigyServiceEndpointApiAccessToken:
  existingSecret: cognigy-service-endpoint-api-access-token

You can use the following command to get the value of the SERVICE_ENDPOINT_API_ACCESS_TOKEN environment variable:

kubectl get secret --namespace cognigy-ai cognigy-service-endpoint-api-access-token -o jsonpath="{.data.api-access-token}" | base64 -d

Cognigy.AI Handover Access Token Secret

The cognigyServiceHandoverApiAccessToken.existingSecret value is for generating a secret that is used to authenticate the Agent Assist Workspace API with Cognigy.AI. This secret is the Cognigy.AI service-handover SERVICE_HANDOVER_API_ACCESS_TOKEN environment variable value. The environment variable used by the Agent Assist Workspace backend is COGNIGY_AI_HANDOVER_ACCESS_TOKEN that can be checked in its deployment file.

# custom-values.yaml
cognigyServiceHandoverApiAccessToken:
  existingSecret: cognigy-service-handover-api-access-token

You can use the following command to get the value of the SERVICE_HANDOVER_API_ACCESS_TOKEN environment variable:

kubectl get secret --namespace cognigy-ai cognigy-service-handover-api-access-token -o jsonpath="{.data.api-access-token}" | base64 -d

Cognigy.AI Helm chart Modifications

The following values are required to be filled in order to integrate with Cognigy.AI Helm chart values:

# custom-values.yaml
cognigyEnv:
  # * means all organizations are allowed to be used in Agent Assist, otherwise specify a list of allowed organization IDs "org-id-1,org-id-2"
  FEATURE_ENABLE_AGENT_ASSIST_WORKSPACE_WHITELIST: "*"
  AGENT_ASSIST_WORKSPACE_FRONTEND_URL_WITH_PROTOCOL: https://agent-assist.test
  AGENT_ASSIST_WORKSPACE_API_BASE_URL_WITH_PROTOCOL: https://api-agent-assist.test

Agent Assist API Access Token for Cognigy.AI services

The API access token is used to authenticate the requests performed to the Agent Assist Workspace API. These includes the config and tile updates defined in the Agent Assist flows containing Agent Assist flow nodes.

Assuming that Agent Assist is deployed on a production cluster with the values.yaml existing secrets filled, there is a need to create a new secret in the cognigy-ai namespace containing the apiKey.existingSecret value defined in the Cognigy Agent Assist Helm chart values.yaml file. Follow the instructions described in the Cognigy.AI helm chart values.yaml file to create the secret. Also remember to set the enabled property to true.

#...

cognigyAgentAssist:
  # Set to true to enable Agent Assist Workspace
  enabled: true
  accessToken: ""
  ## Existing secret with agent-assist credentials. The secret must have the following key:
  ##   "api-access-token": The access token for cognigy agent assist
  ##
  ## NOTE: When cognigyAgentAssist.existingSecret is set, clear text token passed in the previous parameter
  ## "cognigyAgentAssist.accessToken" is ignored.
  existingSecret: ""
#...

Live Agent integration (optional)

To integrate Cognigy Agent Assist with Live Agent, you need to provide following values in the Live Agent Helm Chart custom-values.yaml file:

configmap:
  #...
  FEATURE_USE_AGENT_ASSIST_WORKSPACE: "true"

And perform a helm upgrade as per the Live Agent Helm Chart documentation.

Do testing without installing the Helm chart

Testing linting

Run the following command to test the linting:

    `helm lint ./`

Testing templates generation

Run the following command to test the templates generation:

    `helm template ./`