CXone Virtual Agent Hub allows you to manage all of the virtual agent bots
A software application that handles customer interactions in place of a live human agent. that you use with CXone in one location. You can integrate virtual agents for voice and chat channels A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. into CXone using scripts in Studio. For chat channels, you can use virtual agents with both CXone chat and Digital First Omnichannel live chat Agents and contacts interact on a real-time basis and chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply.
A virtual agent is a software application that can handle interactions with customers in place of a live human agent. Virtual agents use various technologies to provide human-like interactions. These technologies include AI, natural language processing Also called NLP, this process understands human speech or text and responds with human-like language. (NLP), text-to-speech State that allows an agent to complete work requirements after finishing an interaction. (TTS), and speech-to-text Also called STT, this process converts spoken language to text. (STT, also called transcription). Many virtual agents can provide near human-level comprehension and interactions.
CXone supports several third-party virtual agent providers. If you already use one of the supported virtual agents, you can integrate it with CXone.
Classics Inc., has decided that they would like to add self-service options to their contact center. They want to reduce the burden on their agents. Self-service options mean contacts can get answers to common questions without agent interaction. This will reduce the load of calls that their agents handle, so they will be free to focus on the complex cases.
The implementation manager, Ichabod Crane, looks at all of the natural language solutions that CXone supports available and decides to use Google Dialogflow ES ES. Google Dialogflow ES ES offers both voicebot and chatbot solutions and has all of the desired features. Using the CXone Virtual Agent Hub, he can:
- Configure voicebots and chatbots directly in Studio.
- Test the connected bots within the configuration window.
- Set the language for his international contact centers.
- Enable TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. output.
By using CXone Virtual Agent Hub with CXone, Classics, Inc. can effectively lighten the workload for their agents using self-service bots to help provide some of the more common answers to customers.
Supported Virtual Agents
The supported virtual agents A software application that handles customer interactions in place of a live human agent. are:
Virtual Agent Hub is accessed through Studio. You can open it by double-clicking any of the Studio actions Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. that support virtual agents. When the Virtual Agent Hub is open, you can view and manage all of your virtual agents.
Supported Studio Actions
You can access Virtual Agent Hub by double-clicking any Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. that supports virtual agents A software application that handles customer interactions in place of a live human agent.. These actions include:
- VoiceBot Exchange and TextBot Exchange—Use these actions for complex bots or for when you need to customize the bot's behavior from turn to turn. Your script must include at least two instances of the action.
- Voicebot Conversation and Textbot Conversation—Use these actions for very simple bots. They don't allow for customization of the bot's behavior from turn to turn.
The action you use to access Virtual Agent Hub doesn't have to be part of a valid script.
Integration of Virtual Agent Bots
When you want to use a virtual agent A software application that handles customer interactions in place of a live human agent. bot in CXone, you need to add and configure the bot in Virtual Agent Hub. You also need to add a supported action to your script in Studio and configure it to use the bot. Some bots require additional configuration outside of CXone Studio. The online help for each supported virtual agent bot provides information about the configuration requirements.