NiCE CXone Virtual Agent Hub How To

Example Virtual Agent (Bot) Connection: NiCE AI Agents (Cognigy)

For details instructions, see Implement a Custom Virtual Agent Integration.

Setup and Configuration

  1. Access Virtual Agent Hub:

    1. Log in to NiCE CXone.

    2. Navigate to Connections.

    3. Click Virtual Agent Hub.

  2. Add a New Bot:

    1. Click Add Bot.

    2. Select the required bot provider, for example, NiCE AI Agents (Cognigy).

Configure the Bot

  1. Bot Details: Enter the bot's name, for example, Customer Support Bot.

  2. Integration Version: Select the integration version (preferably the latest version to ensure compatibility and access to the newest features).

Configure Webhook URL and Authorization

  1. URL: Provide the endpoint URL where the bot's service will receive and send data.

  2. Authorization: Enter any required authorization headers to ensure secure communication between NiCE CXone and the bot.

Add Endpoint Parameters

  • Parameters: If needed, add parameters such as JSON web tokens or other data the bot service requires for each request.

Specify Text-to-Speech and Transcription Settings

  1. TTS Service: Select the text-to-speech vendor for converting text responses to voice.

  2. STT Service: Choose the speech-to-text service for transcribing voice inputs to text.

Test the Bot

  1. Initial Test: In the Test pane, enter test messages or use a microphone to simulate customer interactions. Verify that the bot responds correctly.

  2. Custom Tests: Add custom payloads and trigger specific intents to test various scenarios.

Assign Bot to Studio Script

  • Studio Integration: Open the relevant Studio script, locate the virtual agent action, and double-click to open Virtual Agent Hub.

  • Bot Assignment: Select the configured bot and assign it to the virtual agent action in the script.

Deploy and Monitor

  1. Production Deployment: Once testing is complete, deploy the bot configuration to the production environment. Ensure the point of contact and skills are correctly assigned.

  2. Monitoring: Continuously monitor the bot’s performance and make adjustments as needed.