Integrations & Deployment

Integrations

Several integrations between the various technologies mentioned are necessary to achieve a Unified Virtual Assistant solution with the capabilities mentioned below:

Capability	IBM Product
Identity Access Management	IBM Security Verify
GenAI-Driven Conversational Routing	watsonx.gov or watsonx.ai Watson Machine Learning
Document Search	watsonx Discovery watsonx.ai Watson Machine Learning
3rd-Party Application Integrations	watsonx Orchestrate
Governance	watsonx.gov
Subordinate Bot Integration	watsonx Orchestrate Assistant

Identity and Access Management

IBM Security Verify

Integration Method: OpenAPI Spec

Integrated to the assistant via “Custom Extension” with an OpenAPI spec our team developed to carry various actions with Verify’s API:

1. Authenticate Username and Password
2. Resetting Password
3. Retrieve User’s Information
4. Initiate Email OTP
5. Verify Email OTP

GenAI-Driven Conversational Routing

Note

You can use either watsonx.gov OR watsonx.ai to carry out GenAI routing.

watsonx.gov

Integration Method: Watson Machine Learning Deployment OpenAPI Spec
High-Level Steps:

1. Build prompts in watsonx.gov
2. Integrated watsonx.gov prompts to the assistant via “Custom Extension” with an OpenAPI spec.
3. Configured the relevant Actions in the assistant.

watsonx.ai

Integration Method: OpenAPI Spec
High-Level Steps:

1. Integrated to the assistant via “Custom Extension” with an OpenAPI spec
2. Configured an “Action” within the Assistant to send prompts for generative AI use cases.

Document Search

watsonx Discovery

Integration Method: Watson Machine Learning Deployment OpenAPI spec
High-Level Steps:

1. Leveraged Watson Studio to ingest and embed documents into the appropriate vectorDB indices.
2. Deployed a function to carry out RAG for each index with Watson Machine Learning.
3. Integrated to the assistant via “Custom Extension” with an OpenAPI Spec
4. Configured an “Action” within the Assistant to initiate RAG.

3rd-Party Application Integrations

ServiceNow and Workday

Integration Method: watsonx Orchestrate Skills
High-Level Steps:

1. Use the appropriate credentials to connect to the skills in watsonx Orchestrate’s skill catalog.
2. Connect to the relevant assistant
3. Configured an “Action” within the Assistant to initiate each skill.

Genesys

Integration Method: native assistant channel integration
High-Level Steps:

1. Configure Genesys account.
2. Connect to the relevant assistant.

Governance

Integration Method: Watson Machine Learning Deployment OpenAPI Spec
High-Level Steps:

1. Build prompts in watsonx.gov
2. Integrated watsonx.gov prompts to the assistant via “Custom Extension” with an OpenAPI spec.
3. Configured the relevant Actions in the assistant.

Subordinate Bot Mediation

Integration Method: OpenAPI Spec
High-Level Steps:

1. Integrated to the assistant via “Custom Extension” with an OpenAPI spec
2. Configured an “Action” within the Assistant to initiate bot mediation.

Deployment

Once all the relevant technologies have been integrated the solution is ready to be deployed. To carry out the deployment for this solution we leveraged IBM Cloud Object Storage to host a static website with the assistant we created embedded on the website.

User Interface

Process Flow