If the customer implements Avaya Experience Platform™ Public Cloud orchestration with Avaya Experience Platform™ (On-Prem + Connect) and if all the following conditions occur, then the transcript of the end user and the virtual agent is stored in the transcript service:
-
The end user calls and connects to a Google CCAI virtual agent.
-
The end user interacts with the virtual agent.
-
The end user continues the interaction with a live agent.
The Avaya Experience Platform™ (On-Prem + Connect) agent can view the virtual agent transcription from the Customer Journey widget.
Note:
Google CCAI integration is also called Dialogflow.
