AI integrations allow you to use a range of artificial intelligence (AI) options with CXone. These options include virtual agent bots and agent assist applications. CXone supports integration with many third-party providers for bots and agent assistants.
AI integrations require custom scripting in Studio.
Virtual Agent Bots
You can use virtual agent bots to handle interactions with contacts. The interactions can be simple or complex. For example, bots can collect information from a contact before passing them to a live agent, or they can handle full conversations with the contact in place of live agents.
CXone supports the following virtual agents:
- Amazon Lex
- Google Dialogflow CX
- Google Dialogflow ES
- IBM Watson Assistant
- Microsoft Azure
Manage your virtual agents in Virtual Agent Hub in CXone.
Agent Assist Applications
Agent assist applications allow you to provide your agents helpful information in real time during an interaction. For example, an agent assistant could listen to the conversation and provide the agent FAQs that are relevant to the contact's questions. This makes it easier for the agent to swiftly answer questions without making the contact wait.
CXone supports these agent assist applications:
- Google Contact Center AI—Provides information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone chat and voice interactions.
- Real-Time Interaction Guidance—Provides guidance to agents during voice interactions. Guidance is based on the agent's performance, such as the things they say or don't say.
Manage your agent assistants in Agent Assist Hub in CXone.
TTS and Transcription
AI integrations rely on text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. and transcription Written form of a voice or digital interaction services. CXone Cloud TTS Service and Cloud Transcription Services allow you to choose from supported third-party providers. This allows you to choose the option that fits the needs of your organization.