Enhance the Digital Workplace Experience using SAP Work Zone – Integrating SAP Conversational AI based chatbots
Note that this asset was drafted & created before our branding changes related to SAP technology were announced on January 2021. Note that SAP Cloud Platform Cockpit was renamed to SAP BTP cockpit.
This blog series will cover some of the key concepts of SAP Work Zone and will also hep you familiarize with the steps required to setup SAP Work Zone and integrate it with UI Cards and applications.
In this blog post I will walk through the steps required to configure a chatbot with SAP Work Zone. AS of today, SAP Work Zone only supports one chatbot to be enabled per instance. The steps required to configure this have been well documented in SAP Help.
There are sample bots mentioned in the Help documentation which can be used to quickly configure few scenarios. For demonstrations, I will be using my own chatbot which I created earlier for Return the Work initiative.
There are many tutorials available to also get started with developing simple chatbots. Once the bot has been configured, you would be able to test them within SAP Conversational AI as shown below.
In order to embed these chatbots in other channels, there are connectors which are provided to simplify the whole process. For this scenario, I will be using “SAP Jam Collaboration”.
This option will provide a wizard which will guide you with the required steps. The Help documentation provides all the steps required in a table for you to follow. You would need to provide the OAuth Token, Webhook Token and Jam URL in the below screen. These would be obtained from the Work Zone configuration.
On the Work Zone side, you would need to create a new bot configuration to obtain the above values.
Follow the Help documentation to obtain values from SAP Work Zone and populate them in the CAI Bot configuration screen. You will get a callback URL which needs to be updated in the Work Zone configuration. Once you bot has been configured in Work Zone, the next step is to enable it.
Navigate to the menu “Feature Enablement > Features” in the Administration Console of Work Zone to enable the chabot. You will be able to see the list of all configured bots in the drop down. Select the one which you would like to enable for this instance.
This completes the required setup to enable the chatbot. You can refresh the Work Zone instance and navigate to any page to launch the chatbot from the bottom right hand corner.
You can start to interact with it and based on the skills which have been configured in CAI, the bot will be able to respond back.
For questions on SAP Work Zone, please raise them in the forums and use the tag “SAP Work Zone”.`
Thanks for the insight. This is really helpful.
We followed the process and integrated the CAI with WorkZone. But when we are sending a message from WorkZone to the CAI bot we are not getting any reply. Even fallback is not occuring. Could you please suggest what should be done here?
Hi Abhay, Thanks. I would suggest to raise a question in the forum.
Sure Murali. I did raise it in forum (https://answers.sap.com/questions/13445626/sap-workzone-messages-not-reaching-sap-cai.html)