Configure AI Pathfinder node

Use AI Pathfinder in Dialogue Studio to route conversations by matching the customer’s question to the most relevant Skill description.

Prerequisites

• Administrator access to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config SharePoint site.
• An Azure OpenAI resource in your Azure subscription.
  If you need to create one, follow Microsoft’s guidance and then return here.
• The Azure OpenAI API key, endpoint, and model (deployment) name—for example, gpt‑4o‑mini.

Build your credentials JSON

The AI Pathfinder connection string is a single JSON object. Gather the three values from Azure AI Studio and build the string as shown below.

1. Open Azure AI Studio and select your Azure OpenAI resource.
2. Copy the Endpoint (ends with .openai.azure.com/).
3. Create or copy an API key.
4. Under Deployments, copy the name you want to use—for example, gpt‑4o‑mini.
5. Replace the placeholders in the following snippet:

{"ApiKey":"YOUR_API_KEY","Endpoint":"https://YOUR_RESOURCE.openai.azure.com/","Deployment":"YOUR_MODEL_NAME"}

Store credentials and system prompt

Add the credentials JSON and the system prompt to the Plugin Settings list so that AI Pathfinder can call Azure OpenAI.

1. Select UCC Config › Plugin Settings.
2. Enter the rows shown in the following table.

Match the customer transcript to one of the provided departments in the JSON object below. If no match is found, return "Other".

Consider each department and evaluate how well the input transcript corresponds to it based on its context, keywords, or implied needs. If no clear match can be made, categorize as "Other" and route to the following skill: Other.

# Steps
1. **Analyze the transcript**: Inspect the details provided in the transcript for clues, such as keywords, phrases, or implied topics that correspond to specific departments.
2. **Compare to departments**: Match the context of the transcript to available departments in the department list.

# Output Format
Only respond in a string.

# Notes
- Ensure the string response is valid and exactly matches the Title from the department list.
- Consider edge cases, like vague or unclear transcripts, and ensure the motivation sufficiently supports the decision to choose "Other" and route to the following skill: Other.

# Departments
{0}

Enable skills for AI Pathfinder

AI Pathfinder only considers skills that you explicitly enable.

1. Select UCC Config › Skills.
2. For each skill, enter a clear Description that explains when the skill should be used.
3. Select the PathFinderEnabled checkbox for every skill that AI Pathfinder may choose.

Examples of clear skill descriptions

Use concise, customer-focused language so the model can quickly identify the right department. Avoid internal jargon or overlapping scopes.