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 assist A 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.

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.

Virtual Agents and Bots

You can use third-party virtual agents A software application that handles customer interactions in place of a live human agent. to handle interactions with contacts The person interacting with an agent, IVR, or bot in your contact center.. 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.

Bot Builder

CXone Bot Builder is a native CXone virtual agent solution. It enables you to create your own virtual agents, or bots, even if you have no coding knowledge or programming expertise. If you can carry on a conversation, you can create a working bot. These bots can handle interactions that are simple or complex. For example, bots can simply 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.

Integrations with Virtual Agent Hub

Virtual Agent Hub manages the connections between virtual agent providers and CXone. The virtual agents used with Virtual Agent Hub are created and managed in a third-party platform. Virtual Agent Hub is a central location within CXone where you can set up and test the connections to each of your virtual agents.

Custom scripting in Studio is required to complete the integration of virtual agents through Virtual Agent Hub.

CXone supports the following virtual agents: 

• Ada (DEVone integration ) 
• Amazon Lex V1
• Amazon Lex V2
• Cognigy
• Autopilot

• Floatbot UNO (DEVone integration )

• Google Dialogflow CX
• Google Dialogflow ES
• Kore.ai (DEVone integration )
• Rasa NLU  (DEVone integration )
• ServiceNow (DEVone integration )
• Yellow.ai (DEVone integration )
• Custom AI Integration with Custom Exchange Endpoints

Voice Biometric Authentication

You can use voice biometrics to authenticate contacts The person interacting with an agent, IVR, or bot in your contact center. on voice channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This method uses voiceprints to authenticate contacts over the phone. Every person has a unique voiceprint, just as they have unique fingerprints. It only takes 0.5 to 3 seconds of normal, conversational speech for a voice biometric service to determine if the caller is who they claim to be.

In CXone, voice biometric authentication is supported for interactions with live agents, IVRs, and virtual agents. A supported voice biometrics provider is required. The connection between the voice biometric provider and CXone is set up and managed in Voice Biometrics Hub. Custom scripting is required to complete the integration of voice biometrics into CXone.