Call Nuance Mix Bot action

Use the Call Nuance Mix Bot action in their Architect voice and digital flows. This feature enables integration to Nuance Mix bot functionality for processing before returning intents and slots to Architect.

Use the Call Nuance Mix Bot action in inbound message flows to run self-service applications within a flow before or instead of routing a customer to an agent.

Notes:

Before the Call Nuance Mix Bot action appears in Architect, first obtain the Nuance Mix Bot integration from the Genesys AppFoundry. Then, configure it in Genesys Cloud and add published Nuance Mix bots to Genesys Cloud. For more information, see About the Nuance Mix Bot integration.
Changes you make to a Nuance Mix bot configuration can take a few minutes to appear in Architect.
You can call more than one Nuance Mix bot in a single flow.

Name

Description

Name field

Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

Bot Input Text

Enter the text that you want to send to the Nuance Mix bot. The default input text is empty.

Note: Bot Input Text is only valid for digital. You can control the initial routing by using bot variables in Architect with conditions in Nuance Mix bot. When you implement this scenario, set the bot input text to “”. For more information, see Set Conditions in the Nuance Mix documentation.

Follow-up Response Timeout

The Nuance Mix bot may retrieve follow-up information from the user. Here, enter the amount of time the Nuance Mix bot waits for the user’s reply.

The default response timeout is 12 hours, and the minimum allowable value is 0 seconds. The system considers a NOT_SET or negative duration as immediate.

Note: The follow-up response timeout applies to each customer response. Each time the customer responds and then receives another prompt from the bot, the timeout resets.

For example, if the Nuance Mix bot asks, “What is your preferred date,” it waits up to 12 hours for a customer response. If the customer responds with a date within the 12-hour time frame and the Nuance Mix bot replies, “Thank you, do you have an alternate choice,” then the flow restarts the timeout. The flow waits another 12 hours for the response about an alternate date.

Bot Integration

The specific Nuance Mix integration you want to use.

Bot Name

The name of the Nuance Mix bot to call within the flow.

Channel

The channel type that you want to pass to the Nuance Mix bot. This channel specializes parts of the bot’s behavior. Select from:

Default
Omni Channel VA
IVR/Voice VA
Digital VA

Bot Variables

Information that you can pass into the Nuance Mix bot. Enter the name of the variable and a value to assign. You can add multiple variables, and you can reorder them.

Intents

The options that appear in this section reflect the logic configured in the Nuance Mix bot. Each intent represents an action to perform. For example, book a hotel (BookHotel) or order flowers (OrderFlowers). Each intent path matches an output path for the Call Nuance Mix Bot action in the task editor.

Below each intent, Architect displays the configured Nuance Mix bot slots, or data the user must provide to fulfill the intent. Using the BookHotel intent as an example, the slots could include location, check-in date, room type, and number of nights. If the user chooses the BookHotel path, then the Nuance Mix bot provides the slots associated with that path.

End

Configure the End exit path criteria. For example, if the customer completes the conversation.

Escalate

Configure the Escalate exit path criteria. For example, if the customer asks for an agent.

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Nuance Mix bot.

Data value	Variable
errorType	FeatureNotEnabledError: The Call Nuance Mix Bot action is not available for the organization. InternalServerError: An unexpected error occurred during the Call Nuance Mix Bot action. Typically, the received response is in an invalid format. Contact Genesys Cloud Customer Care. NoInputError: The Call Nuance Mix Bot action timed out without any user input. NoNuanceMixBotResourceError: The Nuance Mix bot response does not include accessible intents. NoMatchError: The user input that the Nuance Mix bot received did not match any grammar elements. VersionMismatchError: Received success from the Nuance MixBot, but a mismatch occurred. For example, the returned intent did not match any intents configured with the action. Reload the flow and republish it.
errorMessage	A non-localized message. This string variable can be empty or NOT_SET.

Note: To expand or collapse the list of variables, click the arrow next to Failure Outputs.

Configure success and failure paths

Name	Description
Intent output path or paths	Configure a matching output for the intent. This path indicates that the action successfully communicated with its external endpoint and received a result. All Nuance Mixbot output variables are string types. Drag the appropriate action below the intent path that follows the route you want the interaction to take.
Failure output path	This path indicates that an error occurred while running the action or there was a problem processing the results. Note: If the network experiences connectivity issues, the action automatically takes this failure path. Drag the appropriate action below the Failure path that directs the route you want the interaction to take. For example, a transfer action to send the interaction to an agent for assistance.