Enlighten Autopilot

Enlighten Autopilot is a full-service, data-driven intelligent virtual agentClosed A software application that handles customer interactions in place of a live human agent.. It handles voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot understands human language and responds to contacts naturally. It can switch topics, understand context, and answer questions. It fully resolves issues via self-service, limiting escalations to live agents.

Autopilot combines SmartAssist with Enlighten XO artificial intelligence (AI). Enlighten XO comes equipped with over 30 years of interaction data. Autopilot uses that data, along with your organization's interaction data, to build conversation flows. These flows include lists of possible utterances and appropriate responses. Using AI, Autopilot continues to learn from interactions to improve and add to these flows.

Autopilot can also:

  • Identify tasks agents may need to complete to resolve a contact's issue.

  • Identify back-end tasks that Autopilot itself can do, such as fetching a contact's data.

  • Proactively send messages to contacts based on their identified needs and interests. Watch this demo video for an example of this feature.

Enlighten Autopilot Knowledge is a separate knowledge baseClosed A website that stores troubleshooting articles. (KB) bot.

Edward Ferrars is chatting with Autopilot, the virtual agent for Classics, Inc. He tells Autopilot he wants to pay the balance from his latest book order. Autopilot begins the conversation flow for payments. It fetches his billing information and finds two credit cards. It asks Edward which one he wants to use. He answers "Credit Card A," but then changes his mind and says, "Actually, use Credit Card B". Autopilot changes the credit card selection.

Edward then asks for help changing his password. Autopilot switches to the conversation flow for that intent.

Autopilot remembers Edward's first intent was payment. It switches back to that conversation flow. It asks Edward if he'd like to remove Credit Card A from his billing information. He answers "Yes," and Autopilot removes it.

How Virtual Agents Work

The beginning of the conversation is different for voice and text virtual agents: 

After the conversation has started, the virtual agent analyzes the contact's utterances to understand the purpose or meaning behind what a person says. This is known as the contact's intent. When the intent is identified, the virtual agent sends an appropriate response to the contact. Depending on how the integration is set up, requests and responses are handled in one of two ways. They can be: 

  • Sent directly between the virtual agent and the contact. CXone stays connected to the virtual agent service throughout the conversation, waiting for the signal that the conversation is complete or that the contact needs transferred to a live agent. For voice virtual agents, this is the SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel method of connection. No text virtual agent providers support this option.
  • Sent via Virtual Agent Hub and the script with each turn. This option allows for customization of the virtual agent's behavior from turn to turn. For voice virtual agents, this is the utterance-based method of connection. All text virtual agent providers use this method.

At the end of the conversation, the virtual agent sends a signal to the Studio script. It can signal that the conversation is complete, or that the contact needs to speak with a live agent. If the conversation is complete, the interaction is ended. If a live agent is needed, the script makes the request. The contact is transferred to an agent when one is available.

Once the conversation is complete, post-interaction tasks can be performed, such as recording information in a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories..

Enlighten Autopilot and Digital Channels

All text virtual agents must use chat-based Digital Experience channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. If your channel supports it, you can include rich mediaClosed Elements in digital messaging such as buttons, images, menus, and option pickers. content in the messages. The type of rich media that can be sent may differ from channel to channel. Refer to the online help for the specific digital channel you're using for more information.

When you want to include rich media content in text virtual agent responses, follow the JSON schema for the Digital Experience channel you're using. The schemas are different for each channel. Find the JSON for the media content you want to use, then add it to the response message configurations that you create in your virtual agent provider's configuration console.

Some JSON schemas are provided in the Virtual Agent Hub online help. You can use the Digital Experience JSON mirror tool to verify your JSON before adding it to your scripts or virtual agent.

Requirements

Autopilot has the same prerequisites and required components as SmartAssist.

Set Up Enlighten Autopilot

The steps below describe the general process of setting up Enlighten Autopilot. If you need help completing this process, contact your CXone Account Representative. They may recommend the SmartAssist App Development package. With this package, CXone Services sets up Autopilot for you.

To set up Autopilot as a voice virtual agent, contact your CXone Account Representative. Setup for voicebots involves custom scripting, which requires additional assistance. The steps below apply to text virtual agents only.

  1. Collect interaction transcriptions from your organization.

  2. Feed those transcriptions into Enlighten XO. Enlighten XO analyzes those transcriptions. It identifies utterances and intents.

  3. Import that data from Enlighten XO into SmartAssist. SmartAssist uses those utterances and intents to build conversation flows.

  4. Review the custom scripting guidelines for SmartAssist.

  5. Follow the steps to integrate SmartAssist. This involves Studio scripting.