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 SmartAssist is a native option for virtual agents. CXone also supports integrating many third-party virtual agent and agent assist providers.

Most AI integrations, including native solutions, require custom scripting in Studio.

Virtual Agent Bots

You can use third-party virtual agents to handle interactions with contacts. The interactions 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 supports the following virtual agents: 

• Amazon Lex V1
• Amazon Lex V2
• Enlighten Autopilot
• Google Dialogflow CX
• Google Dialogflow ES
• IBM Watson Assistant
• Microsoft Azure
• Nuance Mix
• Omilia
• Custom AI Integration with Custom Exchange Endpoints

Manage the connections to your third-party 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 currently supports Google Contact Center AI.

Manage your CCAI agent assistants in Agent Assist Hub in CXone.