Autopilot Setup

This page is for administrators. It provides information about setting up CXone Mpower Autopilot virtual agents to work in CXone Mpower. You can learn more about Autopilot and its supported options. You can learn more about the general process of setting up virtual agent integrations with CXone Mpower. When you're ready to set up Autopilot for chat-based digital channels, you can follow these steps.

Setting up Autopilot requires the following components: 

• CXone Mpower: CXone Mpower must have a configured voice or digital chat-based channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. to use with the integration.
• Virtual Agent Hub in CXone Mpower: Virtual Agent Hub holds the configuration information for connecting to your virtual agent A software application that handles customer interactions in place of a live human agent. provider, such as service account credentials. This includes choosing the options you want to use for transcription Written form of all or part of a voice or digital interaction., if your integration requires this service.
• Studio scripts: You need at least one script that includes a virtual agent Studio action. The action must be configured with the connection information for your virtual agent. The point of contact for the channel you're using with the integration must be configured to use this script.
• Autopilot: You must have an Autopilot virtual agent fully set up and configured. For Autopilot Amelia, this must be done in the Amelia management console.

Additionally, you can include the following options with your Autopilot virtual agent: 

• Use CXone Mpower Recording to record Autopilot voice interactions.
• Use voice biometric authentication to verify the identity of contacts before they interact with your Autopilot virtual agent. You can use the Omilia voice biometrics miniapp that's available on the Omiliaplatform. This option allows you to use Omilia anti-fraud features with your Autopilot virtual agent. These features include a block list for known fraudulent contacts and the ability to detect ANI Also known as caller ID. Listed phone number of an incoming voice call. spoofing and the use of recorded voices to try to trick the system.

Rich Media Support for Text Virtual Agents

If your channel supports it, you can include rich media Elements in digital messaging such as buttons, images, menus, and option pickers. content in the messages. The type of rich media that can be sent differs from channel to channel, as shown in the following table.

	Adaptive Cards	HTML & Markdown Text	Rich Link	Quick Replies	List Picker	Time Picker	Form message
Apple Messages for Business
Digital Chat
Email				Uses fallback text
Facebook Messenger
WhatsApp
Google Business Messages

Supported:

Not Supported:

Learn more about digital channel support for rich media.

When you want to include rich media content in text virtual agent responses, configure it in your virtual agent's management console. It should go in the configuration for each response that will send the rich media.

Rich media content is sent as JSON. When building your rich media JSON, follow the schema for the digital channel you're using. The schemas are different for each channel. Find the JSON for the media content you want to use, then add it to the response message configurations that you create in the Amelia or Omilia configuration console. Learn more about working with rich media in Studio scripts. You can use the Digital Experience JSON mirror tool to verify your JSON before adding it to your scripts or virtual agent.

Custom Scripting Guidelines

Before integrating a virtual agent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., you need to know: 

• Which script you want to add a virtual agent to.

• The virtual agent Studio action you need to use.

• Where the Studio actions must be placed in your script flow.
• The configuration requirements specific to the virtual agent you're using.
• Use the TYPING INDICATOR Studio action in your script for text virtual agents. This action adds a visual indicator, such as bouncing dots, to the chat window when the virtual agent is responding. This can help your virtual agent appear more human during the interaction.
• How to complete the script after adding the virtual agent action. You may need to: 
  • Add initialization snippets as needed to the script using Snippet actions. This is required if you want to customize your virtual agent's behavior.
  • Re-configure the Studio action Performs a process within a Studio script, such as collecting customer data or playing music. connectors to ensure proper contact flow and correct any potential errors.
  • Use the OnReturnControlToScript branch to handle hanging up or ending the interaction. If you use the Default branch to handle hanging up or ending an interaction, your script may not work as intended. StandardBot behaviors. You can learn more about handling the end of the interaction in the online help about
  • Complete any additional scripting and test the script.

You may be able to obtain template scripts for use with virtual agent integrations from CXone Mpower Expert Services. If you need assistance with scripting in Studio, contact your Account Representative, see the Technical Reference Guide section in the online help, or visit the CXone Mpower Community site.

Supported Studio Actions

Use the Textbot Exchange Studio actions in your scripts with Autopilot. If you're setting up a voice virtual agent with Autopilot, contact your CXone Mpower Account Representative for assistance.

The TextBot Exchange action is for complex virtual agents or for when you need to customize the virtual agent's behavior from turn to turn. It monitors the conversation between the contact and the virtual agent A software application that handles customer interactions in place of a live human agent. turn by turn. It sends each utterance What a contact says or types. to the virtual agent. The virtual agent analyzes the utterance for intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. and context and determines which response to give. TextBot Exchange passes the response to the contact. When the conversation is complete, the action continues the script.