AI Assistants and Bots

AI assistants and bots allow you to use a range of artificial intelligence (AI) options with CXone. These options include integrating virtual agent bots and using agent assistClosed Software application that provides context-specific help to the agent. applications. CXone Autopilot is a native option for virtual agents. CXone also supports integrating many third-party virtual agent and agent assist providers.

AI technologies in CXone require additional licenses.

Virtual Agents

A virtual agent is a software application that handles interactions with contactsClosed The person interacting with an agent, IVR, or bot in your contact center. in place of a live agent. The 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. can be simple or complex. For example, virtual agents 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 offers two native virtual agent applications: Autopilot, Autopilot Amelia. It also supports a number of third-party integrations.

Autopilot

CXone 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 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 virtual agents understand human language and respond to contacts naturally. They can switch topics, understand context, and answer questions with human-level comprehension. Autopilot virtual agents can fully resolve issues via self-service, limiting escalations to live agents.

You can learn more about Autopilot or see what's required to set it up to work in CXone.

Autopilot Amelia

Autopilot Amelia 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 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 Amelia virtual agents understand human language and respond to contacts naturally. They can switch topics, understand context, and answer questions with human-level comprehension. Autopilot Amelia virtual agents can fully resolve issues via self-service, limiting escalations to live agents.

You can learn more about Autopilot Amelia or see what's required to set it up to work in CXone.

Agent Assist Applications

Agent assist applications allow you to provide your agents helpful information in real time during an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. These applications "listen" to the interaction by analyzing its transcript throughout the conversation. Based on its analysis, the application provides assistance to the agent. For example, an agent assist application could show the agent a list of FAQs that are relevant to the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. questions. This makes it easier for the agent to swiftly answer questions without making the contact wait.

CXone currently supports Google Contact Center AI. Manage your CCAI agent assistants in Agent Assist Hub in CXone.