AI Assistants and Bots
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 contacts The person interacting with an agent, IVR, or bot in your contact center. in place of a live agent. The interactions 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.
Autopilot
CXone Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions 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 agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions 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 interaction 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's 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.