A virtual agent is a software application that handles 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. with contacts The person interacting with an agent, IVR, or bot in your contact center. in place of a live agent. They can be helpful in many kinds of situations, such as asking questions at the start of an interaction to determine the kind of 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 Also called NLP, this process understands human speech or text and responds with human-like language. (NLP)
- Text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS)
- Speech-to-text Also called STT, this process converts spoken language to text. (STT, also called transcription)
NiCE CXone supports many third-party virtual agents.
NiCE CXone Autopilot (Amelia/Omelia)
NiCE CXone Autopilot (Amelia/Omelia) 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/Omelia) 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/Omelia) virtual agents can fully resolve issues via self-service, limiting escalations to live agents.
You can learn more about Autopilot (Amelia/Omelia) or about setting up an Autopilot (Amelia/Omelia) virtual agent to work in NiCE CXone.
NiCE CXone Autopilot (Amelia/Omelia)
Autopilot (Amelia/Omelia) 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/Omelia) 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/Omelia) virtual agents can fully resolve issues via self-service, limiting escalations to live agents.
You can learn more about Autopilot (Amelia/Omelia) or about setting up an Autopilot (Amelia/Omelia) virtual agent to work in NiCE CXone.
All Supported Virtual Agents
NiCE CXone supports virtual agents on voice channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. Two options are available for connecting to virtual agents on voice channels. You can learn more about the supported voice connection options.
The supported virtual agent A software application that handles customer interactions in place of a live human agent. providers are:
| Virtual Agent Provider | Supports Voice |
Supports |
Native or Third-Party |
|---|---|---|---|
| NiCE CXone Bot Builder | Yes, Voicebot Gateway | Yes, via Digital Experience (DX) | Native |
| NiCE CXone Autopilot (Amelia/Omelia) | Yes, SIP backchannel and Voicebot Gateway |
|
Native |
| NiCE CXone Autopilot (Amelia/Omelia) | Yes, SIP backchannel and Voicebot Gateway |
|
Native |
| Amazon Lex V1 | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
| Amazon Lex V2 | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
| Cognigy | Yes, SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel and Voicebot Gateway |
|
Third-party |
| Google Dialogflow CX | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
| Google Dialogflow ES | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
| IBM Watson Assistant | Yes, SIP backchannel and Voicebot Gateway |
|
Third-party |
| Microsoft Azure | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
| Omilia | Yes, SIP backchannel and Voicebot Gateway |
|
Third-party |
| Custom Virtual Agent Integrations | Yes, utterance-based and Voicebot Gateway |
|
Third-party |
Additionally, NiCE CXone supports other virtual agent providers. the following DEVone integrations 
. DEVone integrations are integrations with the virtual agents of NiCE partners. They require assistance from NiCE Expert Services to set up. Contact your Account Representative for more information. The supported DEVone virtual agents are:
- Ada
- Floatbot UNO
- Kore.ai
- Rasa NLU
- ServiceNow
- Yellow.ai
If you want to use a virtual agent provider that's not natively supported in NiCE CXone, you can do a custom virtual agent integration. Custom integrations require additional development work to set up a secure communication route between the virtual agent provider and NiCE CXone.
Integration of Virtual Agents with NiCE CXone
When you want to use virtual agent in NiCE CXone, you need to have a virtual agent set up, configured, and tested in the provider's management console. If you're using a NiCE CXone option such as Autopilot (Amelia/Omelia) or Autopilot (Amelia/Omelia), see the online help for those applications. If you're using a third-party provider, see the appropriate documentation for your provider.
You can learn about the integration process in general, or about the specific needs of the virtual agent you're using. The online help for setting up an integration for each supported virtual agent provides information about the configuration requirements and steps to follow. There may be additional requirements for configuration in the platform for some providers.
Integrating virtual agents requires custom scripting. Your organization's NiCE CXone administrator, virtual agent administrator, and Studio script writer may need to coordinate to complete the integration.
Virtual Agent Hub
Virtual Agent Hub allows you to manage and test the connection between NiCE CXone and your virtual agent provider. When you add a connection to a virtual agent, you provide the information NiCE CXone needs to communicate with your virtual agent.
Working in Virtual Agent Hub is one step in the process of integrating your virtual agents into NiCE CXone.
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