Avaya Experience Portal supports full native integration with Nuance Mix Dialog as a Service (DLGaaS). Using Nuance Mix DLGaaS, customers can access Cloud AI-based automation for voice calls through Avaya Experience Portal.
Nuance Mix DLGaaS speech recognition extracts intents from customer conversations. These intents are then used to automate processes such as making hotel room reservations, and find relevant answers from FAQs. For additional information on how these bots are developed on the Nuance Mix DLGaaS cloud platform, see the Nuance-Mix website.
Avaya Experience Portal provides the telephony gateway and call management functionalities to compliment Nuance Mix DLGaaS. Avaya Experience Portal streams audio from a caller to Nuance Mix DLGaaS using Google’s gRPC and acts on responses from Nuance Mix DLGaaS. For example, transfer a call, collect DTMF, or play audio file/DTMF.
Experience Portal provides out-of-the-box integration with Nuance Mix DLGaaS for voice applications through a default VXML application on MPP. This default VXML application on MPP acts as the main interface for integrating Avaya Experience Portal with any Nuance Mix bot. No changes are required to the default Nuance Mix application on MPP.
Avaya Experience Portal Nuance Mix DLGaaS integration supports the following capabilities:
Audio streaming between Avaya Experience Portal and Nuance Mix DLGaaS
VXML transfer (bridge, blind, and consultative transfers) and notification of transfer completion or failure (bridge transfers)
DTMF transfer using feature access codes, such as playing DTMF into a call
DTMF dial pad collection by MPP
VXML privacy support
VXML timer support
Controlled number of attempts
Invalid prompt (No match)
Barge-in control without support for “hotword”
Playing of pre-recorded prompts
