Cognigy Agent Assist

Cognigy Agent Assist is an AI platform that you can integrate with CXone Mpower as an agent assist Software application that provides context-specific help to the agent. application. It is available for voice and digital Any channel, contact, or skill associated with Digital Experience. channels.

Cognigy Agent Assist listens to both sides of a call using technologies such as:

• Speech-to-text Also called STT, this process converts spoken language to text. (STT)
• Natural language processing Also called NLP, this process understands human speech or text and responds with human-like language. (NLP)
• Artificial intelligence (AI)

For voice interactions, it captures the audio and transcribes it into text. It takes the text from digital interactions or voice transcripts and processes it to determine the contact's intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish.. When that's known, Cognigy Agent Assist offers the agent information to help the interaction run smoothly.

The information Cognigy Agent Assist offers to agents is completely customizable. You supply all resources you want to be available for Cognigy Agent Assist to offer. When setting up Cognigy Agent Assist, you configure and train the agent assistant application to connect intents with the appropriate resources.

Cognigy Agent Assist is supported in CXone Mpower Agent.

Components of an Integration

The integration of Cognigy Agent Assist into CXone Mpower involves the following components: 

• CXone Mpower: CXone Mpower must be configured to use the voice and digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. you want to use with the integration.
• Agent Assist Hub: Agent Assist Hub holds the configuration information for connecting to your agent assist provider.
• Cognigy Agent Assist: You must have Cognigy Agent Assist set up and configured.
• Agent application: This is the client that your agents use to handle contacts.
• Studio scripts: You need at least one script that includes the AGENT ASSIST action. This action is the connection between CXone Mpower and your Cognigy Agent Assist application.
• Transcription: To use Cognigy Agent Assist for voice, you need a transcription provider. You can use any Continuous Stream Transcription provider except CXone Mpower Transcription for Copilot.

Custom Scripting Guidelines

Integrating an agent assist Software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration setup, you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone 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..  
• Where the Studio action Performs a process within a Studio script, such as collecting customer data or playing music. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, see the Technical Reference Guide section in the Studio online help, or visit the NiCE Community site for CXone Mpower.  For additional assistance with your script, you may want to contact NiCE CXone Mpower Expert Services.

Agent Experience with Cognigy Agent Assist

Cognigy Agent Assist is supported in CXone Mpower Agent. It opens in a new browser tab. It opens automatically when triggered by your Studio script. For example, when an agent accepts an inbound call. See the Cognigy website for information on what kinds of help Cognigy Agent Assist can offer agents.