![]() ![]() In the context of Amazon Lex, these responses are called intents. An Amazon Lex virtual agent configured with and trained to use the responses that fulfill your contacts' requests.To use Amazon Lex V1 or V2 virtual agents A software application that handles customer interactions in place of a live human agent. 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. The contact is transferred to an agent when one is available. If a live agent is needed, the script makes the request. If the conversation is complete, the interaction is ended. It can signal that the conversation is complete, or that the contact needs to speak with a live agent. This option allows for customization of the virtual agent's behavior from turn to turn.Īmazon Lex text and voice virtual agents can use either of these methods of handling requests and responses.Īt the end of the conversation, the virtual agent sends a signal to the Studio script. Sent via Virtual Agent Hub and the script with each turn.CXone stays connected to the virtual agent service throughout the conversation, waiting for the signal that the conversation is complete or that the contact needs transferred to a live agent. Sent directly between the virtual agent and the contact.Depending on how the integration is set up, requests and responses are handled in one of two ways. When the intent is identified, the virtual agent sends an appropriate response to the contact. They're passed on directly to the virtual agent.Īfter the conversation has started, the virtual agent analyzes the contact's utterances to understand the purpose or meaning behind what a person says. The contact's utterances are already in text format, so they don't need to be transcribed. For text virtual agents, contacts start a conversation using a chat window on your website.Transcription and speech synthesis can happen in CXone or, in some cases, in the provider's platform. ![]() service before being sent to the contact. 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. into text so the virtual agent can analyze them. are transcribed Also called STT, this process converts spoken language to text. Once the conversation with the virtual agent begins, the contact's utterances What a contact says or types. 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. For voice virtual agents, contacts call a phone number and reach your organization.The beginning of the conversation is different for voice and text virtual agents: Conversation Flow for Voice and Text Virtual Agents For example, you can design your virtual agent to handle a few simple tasks or to serve as a complex interactive agent.ĬXone supports using Amazon Lex Bot V1 or V2 with voice and CXone chat channels. Virtual agents are flexible and can provide a range of functions to suit the needs of your organization. Natural language processing Also called NLP, this process understands human speech or text and responds with human-like language.Text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS).Speech-to-text Also called STT, this process converts spoken language to text. (STT).Virtual agents interpret what your contacts say or type and respond appropriately. Amazon Lex is a third-party platform that provides virtual agents. ![]()
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