| Draft:FieldSupport/Private/FieldGuide/AgentScripting |
Agent Scripting |
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| Draft:FieldSupport/Private/FieldGuide/Chatbots |
Chatbots |
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- 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
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- 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)
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- Complete SOW-xxx (Chatbots) including number of interactions, and Discovery Questionnaire items.
- Nexus required to be deployed to enable Chatbots.
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| Draft:FieldSupport/Private/FieldGuide/PredictiveRouting |
Predictive Routing |
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- Predictive Routing for Customer Service (BO06)
- Predictive Routing for Sales (SL06)
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- Voice only
- Infomart + Designer Analytics Data pipeline only
- PS Services required
- Optimization KPI must be available in GIM
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- 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
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| Draft:FieldSupport/Private/FieldGuide/Voicebots |
Voicebots |
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- Requires Designer
- PEC Voicebots with:
- Google Transcription, Dialog Engine (native) NLU
- Amazon Lex NLU
- Google Dialogflow NLU
- Bot analytics dashboard
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- 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.
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- 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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| TestSOW |
Voicebots |
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- 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.
|
