Automation is an auto response application that business analysts can use to collect first contact auto responses from customers and gather data automatically.

Orchestration and Automation work together to provide a seamless automation experience, using workflows, dialog management, and routing rules.

Automation provides the ability to:

• Announce information to the customer using voice and text digital channels

• Request inputs from the customer using voice and text digital channels

• Use attribute collection in routing for requesting information from the customer

• Update interaction information

• Query customer identification

• Support multiple languages

Using these features, Automation creates basic dialogs using multiple announces and inputs, such as simple Self-Service and Wait-Treatment use cases.