Virtual Agent Hub
Virtual Agent Hub allows you to manage the connections between CXone and your
The following image shows the main page of Virtual Agent Hub. Existing virtual agent configurations appear on the left side of the page.
A virtual agent is a software application that handles interactions with customers in place of a live human agent. They can be helpful in many kinds of situations, such as providing triage to determine the kind of information or help contacts need. Many virtual agents can provide nearly human-level comprehension and interactions.
Virtual agents use various technologies to provide these human-like interactions, such as:
- Artificial intelligence (AI)
- Natural language processing
(NLP)
- Text-to-speech
(TTS)
- Speech-to-text
(STT, also called transcription)
Classics Inc., has decided that they would like to add self-service options to their contact center. They want to reduce the burden on their agents. Self-service options mean contacts can get answers to common questions without agent interaction. This will reduce the load of calls that their agents handle, so they will be free to focus on the complex cases.
The implementation manager, Ichabod Crane, looks at all of the natural language solutions that CXone supports. He decides to use Google Dialogflow ES. Google Dialogflow ES offers voice virtual agent solutions and has all the desired features. Using the Virtual Agent Hub, he can:
- Configure voice virtual agents directly in Studio.
- Test the connected virtual agents within the configuration window.
- Set the language for his international contact centers.
- Enable TTS
output.
By using Virtual Agent Hub with CXone, Classics, Inc. can lighten the workload for their agents. Self-service virtual agents can provide some of the more common answers to customers. This lets agents handle the more complex questions.
Supported Virtual Agents
CXone supports virtual agents on voice channels. The supported virtual agent
providers are:
Virtual Agent Provider | Supports Voice * |
Supports |
---|---|---|
Amazon Lex V1 | Yes, utterance-based and Voicebot Gateway |
|
Amazon Lex V2 | Yes, utterance-based and Voicebot Gateway |
|
Cognigy | Yes, SIP![]() |
|
Autopilot | Yes, SIP backchannel and Voicebot Gateway |
|
Google Dialogflow CX | Yes, utterance-based and Voicebot Gateway |
|
Google Dialogflow ES | Yes, utterance-based and Voicebot Gateway |
|
IBM Watson Assistant | Yes, SIP backchannel and Voicebot Gateway |
|
Microsoft Azure | Yes, utterance-based and Voicebot Gateway |
|
Omilia | Yes, SIP backchannel and Voicebot Gateway |
|
Custom Virtual Agent Integrations | Yes, utterance-based and Voicebot Gateway |
|
* Learn more about the supported voice connection options.
Conversation Flow for Voice Channels
menu. The contact's utterances
are transcribed
into text so the virtual agent can use them.
The service.
At the end of the conversation, the
When the conversation is complete, the script can perform post-interaction tasks, such as recording information in a CRM.
JSON Schemas Apple Business Messages Schemas DFO Chat Schemas Mirror Tool