NiCE CXone Virtual Agent Hub

NiCE CXone Virtual Agent Hub: Offer Self-Service (across Voice and Digital Channels) using Bots and Virtual Agents

Virtual Agent Hub is a tool in the Connections Hub that facilitates managing connections between NiCE CXone and various virtual agent providers for voice and text interactions. It integrates artificial intelligence, natural language processing, text-to-speech, and speech-to-text technologies to enable virtual agents to communicate effectively with customers, providing human-like interactions.

Using Virtual Agent Hub, businesses can set up and configure virtual agents to handle common customer inquiries, reducing the workload on human agents. This allows human agents to focus on more complex issues. The tool supports various virtual agent providers, including our native Enlighten Autopilot, as well as third-party solutions such as Google Dialogflow, Amazon Lex V2, IBM Watson, and more, enabling businesses to choose the solution that best fits their needs. Custom integration is also supported using the custom exchange endpoint, allowing customers to integrate their solution of choice.

Key features of Virtual Agent Hub are:

• Streamlined configuration and maintenance of all virtual agent solutions in one consolidated location within the NiCE CXone platform.

• Testing of virtual agent interactions.

• Setting languages for international use.

• Enabling text-to-speech outputs.

• Allowing for seamless integration with different communication channels (voice and digital), ensuring consistent customer service experiences.

• Delivering low code integration in your interaction flows designer.

• Providing easy integration with other services in the platform such as, agent handover and Copilot for Agent, journey summary, as well as the ability to use bot output, transcription, and analytics to personalize orchestration.