Automation and AI

Artificial Intelligence (AI) allows computers to perform complex tasks that humans usually do. This can include solving problems, making decisions, reasoning, generating new images, and understanding language well enough to hold human-like conversations.

Many CXone Mpower applications use AI to provide assistance to agents, such as: 

Additionally, within the CXone Mpower platform, AI can: 

  • Take the place of live agents and handle entire conversations on their own.
  • Improve the routing of contacts to the most appropriate agent.

  • Analyze data to show ways you can improve issue resolution, decrease costs, and use self-service options to improve the customer experience.

  • Generate charts to help you visualize your data better.

AI technologies in CXone Mpower require additional licenses.

CXone Mpower AI

CXone Mpower AI is both an AI and machine learning framework. It's tuned for contactClosed The person interacting with an agent, IVR, or bot in your contact center. engagement so it can provide a complete, objective analysis of every interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Many CXone Mpower applications use this AI-derived and driven data.

AI Assistance for Administrators and Business Leadership

CXone Mpower administrators and business leadership within your organization can benefit from the following applications: 

Agent Assist Applications

Agent assist applications allow you to provide your agents helpful information in real time during an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. These applications "listen" to the interaction by analyzing its transcript throughout the conversation. Based on its analysis, the application provides assistance to the agent. For example, an agent assist application could show the agent a list of FAQs that are relevant to the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. questions. This makes it easier for the agent to swiftly answer questions without making the contact wait.

CXone Mpower supports these agent assist applications: 

  • ConnectLingua: Provides real-time translation for agents.
  • CXone Mpower AutoSummary: Provides an AI-generated summary of the interaction within seconds after it ends.
  • CXone Mpower Expert Assist:  Provides agents lists of relevant Expert knowledge base articles during the interaction.
  • CXone Mpower Real-Time Interaction Guidance: Provides guidance to agents during voice interactions. Guidance is based on the agent's performance, such as the things they say or don't say.
  • CXone Mpower Autopilot Voice Biometrics: Provides biometric verification that your contacts are who they say they are.
  • CXone Mpower Copilot for Agents: Provides assistance to agents to improve effectiveness during interactions. It generates interaction summaries, suggests responses agents can send to contacts, and more.
  • Google Contact Center AI: Provides provides information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone Mpower chat and voice interactions.
  • Nuance Gatekeeper: Provides provides biometric verification that your contacts are who they say they are.
  • Salesforce Assist: Provides provides a real-time transcript of voice interactions that appears in Salesforce.

Manage your agent assistants in Agent Assist Hub in CXone Mpower.

Assistance for Supervisors

AI-based assistance is available for supervisors in CXone Mpower Supervisor. The assistance provided is designed to help supervisors stay on top of what their agents need in real time. This allows them to respond quickly and provide help, coaching, or extra guidance when it can make a difference.

The following assistance is available in Supervisor: 

  • CXone Mpower Copilot for Supervisors: Provides alerts when an agent has an urgent need, and insights into the data available in Supervisor.

  • CXone Mpower Real-Time Interaction Guidance: Supervisors can view data from Real-Time Interaction Guidance in real time as their agents handle interactions.

Virtual Agents and Bots

You can use third-party virtual agentsClosed A software application that handles customer interactions in place of a live human agent. to handle interactions with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. The interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. can be simple or complex. For example, virtual agents can collect information from a contact before passing them to a live agent, or they can handle full conversations with the contact in place of live agents.

Bot Builder

CXone Mpower Bot Builder is a native CXone Mpower virtual agent solution. It enables you to create your own virtual agents, or bots, even if you have no coding knowledge or programming expertise. If you can carry on a conversation, you can create a working bot. These bots can handle interactions that are simple or complex. For example, bots can simply collect information from a contact before passing them to a live agent, or they can handle full conversations with the contact in place of live agents.

Integrations with Virtual Agent Hub

Virtual Agent Hub manages the connections between virtual agent providers and CXone Mpower. The virtual agents used with Virtual Agent Hub are created and managed in a third-party platform. Virtual Agent Hub is a central location within CXone Mpower where you can set up and test the connections to each of your virtual agents.

Custom scripting in Studio is required to complete the integration of virtual agents through Virtual Agent Hub.

CXone Mpower supports the following virtual agents: 

Voice Biometric Authentication

You can use voice biometrics to authenticate contactsClosed The person interacting with an agent, IVR, or bot in your contact center. on voice channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This method uses voiceprints to authenticate contacts over the phone. Every person has a unique voiceprint, just as they have unique fingerprints. It only takes 0.5 to 3 seconds of normal, conversational speech for a voice biometric service to determine if the caller is who they claim to be.

In CXone Mpower, voice biometric authentication is supported for interactions with live agents, IVRs, and virtual agents. A supported voice biometrics provider is required. The connection between the voice biometric provider and CXone Mpower is set up and managed in Voice Biometrics Hub. Custom scripting is required to complete the integration of voice biometrics into CXone Mpower.

TTS and Transcription

AI integrations rely on text-to-speechClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS) and speech-to-text transcriptionClosed Written form of a voice or digital interaction (STT) services.

For TTS, you can use CXone Mpower Cloud TTS Hub. For transcription, CXone Mpower supports two options. You can use Turn-by-Turn Transcription for virtual agent integrations. For agent assist applications, you can use Continuous Stream Transcription.

In many cases, you can also choose to use the TTS and STT services provided by the virtual agent or agent assist provider. The online help for setting up these applications in CXone Mpower provides information about your choices.