This page was last edited on June 3, 2020, at 10:59.
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Intelligent Automation can integrate with external artificial intelligence (AI) services to provide natural language understanding (NLU) capabilities. Intelligent Automation currently has built-in connections to:
When Intelligent Automation connects to a natural language engine, Intelligent Automation allows a user to use natural language when responding, even entering multiple pieces of information in a single response. The natural language engine infers the relevant information contained in a user's response, enabling some subsequent Menu and Question blocks in the call flow to be skipped, because the information has already been captured. The result is a successful conversation that is shorter than that of the directed-dialog approach.
The natural language engine works in the background while Intelligent Automation communicates directly with the user. Here's how:
The following demonstrates a chat session with a natural language engine running in the background:
Supported Feature | Genesys Dialog Engine | Google Dialogflow | Microsoft Bot Framework |
---|---|---|---|
Map Intents to Modules | ✓ | ✓ | ✓ |
Map Slots to questions | ✓ | ✓ | X |
Support for Live Agent Hand-off | X | ✓ | X |
Support for Maximum Attempts | ✓ | ✓ | X |
Pass Context Settings | ✓ | ✓ | ✓ |
Bypass Opening Question | ✓ | ✓ | ✓ |
Support for System Entities | X | ✓ | X |
Support for Follow-up Intents | X | ✓ | X |
To configure Intelligent Automation, read the following topics: