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.
