Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.
Create a Script
Required permissions:
You need at least one Studio script to route interactions to your virtual agent. Follow the script guidelines and requirements. 
A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. for a voice virtual agent or the digital media type for a text virtual agent. The supported virtual agent actions for this provider are:
You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.
When your virtual agent is ready to go into production, assign the script to one or more points of contact.
Add an App to Virtual Agent Hub
Required permissions:
Adding a configuration app to Virtual Agent Hub establishes the connection between CXone and your virtual agent provider.
- In CXone, click the app selector
and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub. - Click Add Bot.
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Enter a Virtual Agent (Bot) Name and click Nuance Mix in the list of virtual agent providers.
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Click Next.
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Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.
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Click Next.
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If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, see the Configure Voice Integration Options section on this page.
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Click Next.
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On the Transcript page, select the option for whether you want the conversation transcript and intent information captured.
Learn more about fields in this step
Option Details Do Not Capture or Archive Transcript or Intent Info Select this option if you don't want to capture conversation transcriptions or intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish information. Capture and Archive Intent Info Only Select this option if you want to want to capture intent information only. Captured data is stored only for the duration of the interaction by default.
This option requires custom scripting.
Capture and Archive Transcript and Intent Info Select this option if you want to capture both transcript and intent data. Captured data is only stored for the duration of the interaction by default.
This option requires custom scripting.
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Click Next.
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On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings. You may also need to verify configurations in your virtual agent provider's management console.
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Click Add.
Nuance Mix Configuration Page Details
Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub
|
Field |
Details |
|---|---|
| Integration Version |
Select the version of Virtual Agent Hub that you want to use. This option allows you to use a previous version of Virtual Agent Hub until you're ready to switch to a newly-released version. The available versions are:
|
| Mix Client ID | The app ID of the Nuance Mix virtual agent you're using with CXone. You can find this information in the Nuance Mix portal. |
| Mix Client Secret | The secret for the Nuance Mix virtual agent you're using with CXone. You can find this information in the Nuance Mix portal. |
| Dialog URI | The application credential for the Nuance Mix virtual agent you're using with CXone. You can find this information in the Nuance Mix portal. |
| Enable NLU and ASR | Click to disable using NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. and ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. with this virtual agent. This option is enabled by default. However, using NLU and ASR causes increased latency. Disable it only if the latency is an issue. If you disable it, your virtual agent won't be able to use NLU to determine the contact's intent. |
| NLU URI |
The credential for the natural language understanding application you're using with this virtual agent. You can find this information in the Nuance Mix portal. |
| Channel | The Nuance Mix channel you're using to transmit messages. This is defined when you create a virtual agent in the Nuance Mix portal. You can find it in the Channels section on the Details tab in your project properties. |
| External Provider Timeout |
Enter the number of seconds you want the script to wait for a response from Nuance Mix. When the timeout is reached, control returns to the script, which takes the error branch. |
Configure Voice Integration Options
Required permissions:
- In Virtual Agent Hub, add a new configuration app and configure it according to the steps in the Add an App to Virtual Agent Hub section on this page.
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Click Next on the Configuration page.
- On the Voice page under Voice Integration Options, select Turn by Turn Control (CXone Voice Bot Gateway).
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Under Text to Speech Options, select Use CXone Cloud TTS.
- Select a TTS Vendor.
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Under Transcription Options, select the option for the transcription service you want to use.
Learn more about fields in this step
Field Details Transcription Options Select the service you want to use for transcription:
- Use bot account transcription: Select this if your want to use your virtual agent provider's transcription service. Audio from the contact's utterances is sent to the provider before being transcribed.
- Use CXone transcription profile: Select this if you want to use a CXone transcription profile. You can learn more about this option on the CXone Turn-by-Turn Transcription help page.
- If you choose to use a CXone transcription profile, click Transcription Profile to select the one you want to use. Click Add New Turn by Turn Transcription Profile to create a new profile.
- Click Next.
- Return to the Add an App to Virtual Agent Hub section on this page to finish adding the configuration app.
Assign the Nuance Mix App to an Action
Required permissions:
When the virtual agent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.
- In Studio, open the script you want to modify.
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If you haven't done so already, click the Tools tab, expand the Automation and AI category, and add the virtual agent action you want to use. Be sure to put it in the correct location in your script. If you don't see the action you expect, verify that your script media type is correct. For example, if you're creating a script for a voice virtual agent, the script must be a phone script.
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- In the left column, locate the virtual agent that you want to assign to the action and click the checkmark
next to it. - Click Close.
Change the Transcription Profile
Required permissions:
A transcription profile allows you to use a different transcription service from the one the virtual agent provider offers. Each virtual agent can have one transcription profile. You only need to follow the steps in this section if you are working with a voice virtual agent and need to change the transcription profile.
- In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
- In the list of virtual agent configuration apps on the left side of the Virtual Agent Hub page, click the one you want to modify.
- In the center of the virtual agent app properties page, click the Voice tab.
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Under Transcription Options, select Use CXone transcription Profile if it isn't already selected.
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Select the Turn by Turn Transcription Profile you want this virtual agent integration to use. If the option you want to use isn't there, you can add it.
- Click Save.
- Test your transcription service by using the microphone option in the Test section of your virtual agent app properties page.
Test Your Virtual Agent
Required permissions:
You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can:
- Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
- Add custom payload JSON to test the virtual agent's handling of custom payload data.
- Trigger a welcome intent event to test how the virtual agent begins a conversation.
- Trigger a custom intent event to test any custom events you've created for your virtual agent.
- Trigger a timeout event to test how the virtual agent responds when the contact times out.
- Test how the virtual agent handles DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input.
The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.
- In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
- Click to select the configuration app for the virtual agent you want to test from the list on the left.
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In the Test pane, enter a test message in the Type a message field and press Enter to send it. You can also click Microphone
and speak into your computer's microphone. - Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.
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Click More Options
to test other aspects of your virtual agent.Learn more about fields in this step
Field Details Add Custom Payload JSON Select to test sending custom payload JSON to your virtual agent.
Enter the custom payload in the Add Custom Payload JSON text box that appears on the Test + Add page. Press Enter after each line.
Send a test message when you're ready to test the custom payload. When you're finished testing custom payload, click Close on the Add Custom Payload JSON pane.
Trigger Welcome Intent Event Select to test the default Welcome intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. The virtual agent sends the welcome message. Enter a message to respond. Trigger Custom Intent Event Select to test a custom intent event. Enter the Event Name in the pop-up that appears and click Trigger. The virtual agent sends the message for the intent you entered. Send a response to test the intent. Trigger Timeout Event Select to view the default timeout intent. The virtual agent sends the timeout response message that it's configured with. DTMF Input Select to test your voice virtual agent's response to DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones. Enter DTMF Characters and click Input to see the virtual agent's response to those characters. - Click Reset to start your test again.
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If you need to make changes based on the results of your testing, you can:
- Modify the Studio scripts for the virtual agent.
- Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
- Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the
icon on it to indicate that the link opens an external site.
- Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
- When you're finished testing, click Close.