Enlighten Autopilot

Enlighten Autopilot 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 understands human language and responds to contacts naturally. It can switch topics, understand context, and answer questions. It fully resolves issues via self-service, limiting escalations to live agents.

Autopilot combines with Enlighten XO artificial intelligence (AI). Enlighten XO comes equipped with over 30 years of interaction data. Autopilot uses that data, along with your organization's interaction data, to build conversation flows. These flows include lists of possible utterances and appropriate responses. Using AI, Autopilot continues to learn from interactions to improve and add to these flows.

Autopilot can also:

Identify tasks agents may need to complete to resolve a contact's issue.
Identify back-end tasks that Autopilot itself can do, such as fetching a contact's data.
Proactively send messages to contacts based on their identified needs and interests. Watch this demo video for an example of this feature.

Edward Ferrars is chatting with Autopilot, the virtual agent for Classics, Inc. He tells Autopilot he wants to pay the balance from his latest book order. Autopilot begins the conversation flow for payments. It fetches his billing information and finds two credit cards. It asks Edward which one he wants to use. He answers "Credit Card A," but then changes his mind and says, "Actually, use Credit Card B". Autopilot changes the credit card selection.

Edward then asks for help changing his password. Autopilot switches to the conversation flow for that intent.

Autopilot remembers Edward's first intent was payment. It switches back to that conversation flow. It asks Edward if he'd like to remove Credit Card A from his billing information. He answers "Yes," and Autopilot removes it.

How Virtual Agents Work

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 Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. menu. Once the conversation with the virtual agent begins, 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 analyze them. The virtual agent's responses are converted to synthesized speech using a text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service before being sent to the contact. Transcription and speech synthesis can happen in CXone or, in some cases, in the provider's platform.

After the conversation has started, the virtual agent analyzes the contact's utterances to understand the purpose or meaning behind what a person says. This is known as the contact's intent. When the intent is identified, the virtual agent sends an appropriate response to the contact.

Requests and responses are sent via Virtual Agent Hub and the script with each turn. This option allows for customization of the virtual agent's behavior from turn to turn. For voice virtual agents, this is the 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 Studio 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.

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

Requirements

Autopilot has the same prerequisites and required components as SmartAssist.

Set Up Enlighten Autopilot

The steps below describe the general process of setting up Enlighten Autopilot. If you need help completing this process, contact your CXone Account Representative. They may recommend the SmartAssist App Development package. With this package, CXone Services sets up Autopilot for you.

To set up Autopilot as a voice virtual agent, contact your CXone Account Representative. Setup for voicebots involves custom scripting, which requires additional assistance. The steps below apply to text virtual agents only.

Collect interaction transcriptions from your organization.
Feed those transcriptions into Enlighten XO. Enlighten XO analyzes those transcriptions. It identifies utterances and intents.
Import that data from Enlighten XO into Autopilot. Autopilot uses those utterances and intents to build conversation flows.
Review the custom scripting guidelines for Autopilot.
Follow the steps to integrate Autopilot. This involves Studio scripting.

Integrate Autopilot with a Third-Party Knowledge Base

Your implementation team can integrate Autopilot with CXone Expert or any third-party knowledge base (KB). Autopilot can then use information from your KB articles to help answer your contact's questions. Autopilot can provide your contacts with the following from your CXone Expert knowledge base:

A response composed of information from one or more KB articles.
Links and images within KB articles.
Links to full KB articles.

If the contact doesn't find the information helpful, Autopilot forwards their interaction to a live agent. For more information, reach out to your CXone Account Representative.