View table: SOW

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Table structure:

  • Name - String
  • SupportedUseCases - List of String
  • SupportedCapabilities - Wikitext
  • Limitations - Wikitext
  • ReviewGuidelines - Wikitext

This table has 5 rows altogether.

Page Name SupportedUseCases SupportedCapabilities Limitations ReviewGuidelines
Draft:FieldSupport/Private/FieldGuide/AgentScripting Agent Scripting
Draft:FieldSupport/Private/FieldGuide/Chatbots Chatbots
  • Dialog Engine (native) (Language Support en-EN)
  • Google DialogFlow
  • Amazon Lex NLU
  • Azure – LUIS integration
  • Web Chat
  • SMS
  • Facebook Messenger
  • Designer Authoring of Chatbot interactions
  • Bot analytics dashboard
  • Limited Language Support (en-EN and de-DE)
  • Approximately ten Microapps available
  • Dialog UI does not yet support drag and drop/hierarchical UI as per Intelligent Automation
  • Rich Media not available yet
  • No third-party bot integration framework
  • No Microsoft Azure bot integration (Bot Framework)
  • Complete SOW-xxx (Chatbots) including number of interactions, and Discovery Questionnaire items.
  • Nexus required to be deployed to enable Chatbots.
Draft:FieldSupport/Private/FieldGuide/PredictiveRouting Predictive Routing
  • Predictive Routing for Customer Service (BO06)
  • Predictive Routing for Sales (SL06)
  • Voice only
  • Infomart + Designer Analytics Data pipeline only
  • PS Services required
  • Optimization KPI must be available in GIM
  • Complete SOW-147 (Predictive Routing) including Call flow, KPI, Data Sources, volumes and Discovery Questionnaire items.
  • Please complete a Value Study analysis with CoE team
  • Highly technical solution, please review use case with PM before submitting for CAP
Draft:FieldSupport/Private/FieldGuide/Voicebots Voicebots
  • Requires Designer
  • PEC Voicebots with:
  • Google Transcription, Dialog Engine (native) NLU
  • Amazon Lex NLU
  • Google Dialogflow NLU
  • Bot analytics dashboard
  • Limited Language Support (en-EN)
  • Nuance is not yet supported for full NLU.
  • Approximately ten Microapps available
  • Dialog UI does not yet support drag and drop/hierarchical UI as per Intelligent Automation
  • Not available for IVR PaaS applications at this time.
  • No third-party bot integration framework
  • No Microsoft Azure bot integration (Bot Framework)
  • No streaming audio for Dialogflow
  • GVP needs to connect into Nexus and/or Google in Azure for those Voicebots.
  • Complete SOW-xxx (Voicebots) including number of ports/interactions, and Discovery Questionnaire items.
  • Nexus required to be deployed to enable Voicebots.
TestSOW Voicebots
  • Requires Designer
  • PEC Voicebots with:
  • Google Transcription, Dialog Engine (native) NLU
  • Amazon Lex NLU
  • Google Dialogflow NLU
  • Bot analytics dashboard
  • Limited Language Support (en-EN)
  • Nuance is not yet supported for full NLU.
  • Approximately ten Microapps available
  • Dialog UI does not yet support drag and drop/hierarchical UI as per Intelligent Automation
  • Not available for IVR PaaS applications at this time.
  • No third-party bot integration framework
  • No Microsoft Azure bot integration (Bot Framework)
  • No streaming audio for Dialogflow
  • GVP needs to connect into Nexus and/or Google in Azure for those Voicebots.
  • Complete SOW-xxx (Voicebots) including number of ports/interactions, and Discovery Questionnaire items.
  • Nexus required to be deployed to enable Voicebots.
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