Virtual Agent Hub

Virtual Agent Hub allows you to manage the connections between CXone and your voice virtual agent providers. When you add a connection to a virtual agent, you provide the information CXone needs to communicate with the provider. This is one step in the process of integrating your virtual agents into CXone.

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 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)

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 Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. 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 Various voice and digital communication mediums that facilitate customer interactions in a contact center.. 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 Chat
Amazon Lex V1	Yes, utterance-based and Voicebot Gateway	No
Amazon Lex V2	Yes, utterance-based and Voicebot Gateway	No
Cognigy	Yes, SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel and Voicebot Gateway	No
Autopilot	Yes, SIP backchannel and Voicebot Gateway	No
Google Dialogflow CX	Yes, utterance-based and Voicebot Gateway	No
Google Dialogflow ES	Yes, utterance-based and Voicebot Gateway	No
IBM Watson Assistant	Yes, SIP backchannel and Voicebot Gateway	No
Microsoft Azure	Yes, utterance-based and Voicebot Gateway	No
Omilia	Yes, SIP backchannel and Voicebot Gateway	No
Custom Virtual Agent Integrations	Yes, utterance-based and Voicebot Gateway	No

* Learn more about the supported voice connection options.

Conversation Flow for Voice Channels

To start an interaction with a voice virtual agent, contacts The person interacting with an agent, IVR, or bot in your contact center. call a phone number and reach your organization. The contact may be connected directly to the virtual agent, or they might need to choose an option in an IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menu. The contact's utterances What a contact says or types. are transcribed Also called STT, this process converts spoken language to text. into text so the virtual agent can use them.

The virtual agent analyzes the contact's utterances to understand the purpose or meaning behind the words. This is known as the contact's intent. The virtual agent sends an appropriate response as text.The virtual agent's response is synthesized into audio by a text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service. The script sends it to the contact. Transcription and speech synthesis can happen in CXone or, in some cases, in the provider's platform

Requests and responses are sent via Virtual Agent Hub and the script with each turn. This option allows for customization of the virtual agent'sbehavior from turn to turn. For voice virtual agents, this is an utterance-based method of connection. All text virtual agent providers use this method.

At the end of the conversation, the virtual agent sends a signal to the script. It can signal that the conversation is complete, or that the contact needs to speak with a live agent. If the conversation is complete, the interaction ends. If a live agent is needed, the script makes the request. The contact is transferred to an agent when one is available.

When the conversation is complete, the script can perform post-interaction tasks, such as recording information in a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories..