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.

Avaya Experience Platform™ (On-Prem + Connect) provides hybrid voice channels. Avaya Experience Platform™ Public Cloud does not support Automation for hybrid voice channels. However, if the same tenant also has agents with Avaya Experience Platform™ Public Cloud voice and digital channels, that tenant can use Automation for Avaya Experience Platform™ Public Cloud voice and digital interactions.

For more information on Automation, see Automation overview.