Virtual Agent Hub

CXone Virtual Agent Hub allows you to manage all of the virtual agent botsClosed A software application that handles customer interactions in place of a live human agent. that you use with CXone in one location. You can integrate virtual agents for voice and chat channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on..

A virtual agent is a software application that can handle interactions with customers in place of a live human agent. Virtual agents use various technologies to provide human-like interactions. These technologies include AI, natural language processingClosed Also called NLP, this process understands human speech or text and responds with human-like language. (NLP), text-to-speechClosed State that allows an agent to complete work requirements after finishing an interaction. (TTS), and speech-to-textClosed Also called STT, this process converts spoken language to text. (STT, also called transcription). Many virtual agents can provide nearly human-level comprehension and interactions.

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 and decides to use Google Dialogflow ES ES. Google Dialogflow ES ES offers both voicebot and chatbot solutions and has all of the desired features. Using the CXone Virtual Agent Hub, he can:

By using CXone Virtual Agent Hub with CXone, Classics, Inc. can effectively lighten the workload for their agents using self-service bots to help provide some of the more common answers to customers.

Supported Virtual Agents

The supported virtual agentsClosed A software application that handles customer interactions in place of a live human agent. are: 

Virtual Agent Hub Studio Actions

There are four Virtual Agent Hub Studio actions. In most cases, these are the actions you need to include in your scripts to configure CXone to communicate with your virtual agent. The virtual agent provider you use might work best with a specific action. Verify which action you should use in the online help topic for your virtual agent provider for more information.

These actions are: 

  • VoiceBot Exchange and TextBot Exchange—Use these actions for complex bots or for when you need to customize the bot's behavior from turn to turn. Your script must include at least two instances of the action.
  • Voicebot Conversation and Textbot Conversation—Use these actions only for very simple bots. They don't allow for customization of the bot's behavior from turn to turn.

Integration of Virtual Agent Bots

When you want to use a virtual agentClosed A software application that handles customer interactions in place of a live human agent. bot in CXone, you need to add and configure the bot in Virtual Agent Hub. You also need to add a supported action to your script in Studio and configure it to use the bot. Some bots require additional configuration outside of CXone Studio. The online help for each supported virtual agent bot provides information about the configuration requirements.

Version Control in Virtual Agent Hub

Virtual Agent Hub version control gives you control of what version of your integration you're using. This means you have time to update and test your scripts when a new version of CXone is released. You can revert to a previous version of the integration in the event that there's an issue that needs to be resolved.

The Virtual Agent Hub app for each bot provider has an Integration Version field on the Configuration page. Use this field to select the version that you want to use.

Use care when changing versions. The changes made from version to version can affect many aspects of your integration, including scripts, settings, schemas, and more. Changing to the wrong version can result in your virtual agent not working as expected.