BYOBot SIP virtual agent

上次更新时间 : Jul 30, 2024 |

Avaya Experience Platform™ Public Cloud supports integrating third-party virtual agents (Bring Your Own BOT or BYOBot SIP) into voice channel workflows.

After integrating a BYOBot SIP with Avaya Experience Platform™ Public Cloud, the contact center adds a BYOBot SIP virtual agent under conditions specified within the workflow. When BYOBot SIP completes a flow, Automation processes the collected data to match it with the respective data categories in Avaya Experience Platform™ Public Cloud.

Automation matches BYOBot SIP parameters with the routing queue and attribute parameters in Orchestration. Avaya Experience Platform™ Public Cloud agents can view the BYOBot SIP virtual agent customer identifiers on the Customer Journey widget in Avaya Workspaces. Agents can also view the interaction details in the Customer Journey transcripts.

To integrate a virtual agent with Avaya Experience Platform™ Public Cloud, do the following:

  • Order Avaya Contact Center Artificial Intelligence from Avaya or an Avaya partner.

  • Create and configure a BYOBot SIP virtual agent.

  • Configure and publish the virtual agent in Automation.

  • Select the Automation virtual agent in the Add Virtual Agent task of Orchestration.

You can only integrate BYOBot SIP virtual agents through a Bring Your Own Carrier - Hybrid (BYOC-H) trunk.