Nuance Mix integration overview

Companies use Nuance Mix to design complex AI experience to facilitate the customer journey. This integration allows Genesys Cloud to call Nuance Mix bots in Architect flows.

Note: This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see PCI DSS compliance.

Nuance Mix bots use Natural Language Understanding (NLU) to interact with a user speaking conversationally. When a customer can speak naturally, your company can better understand the customer’s intent and then more quickly route the call to a highly skilled agent. The Nuance Mix integration within Genesys Cloud enables customers to use NLU within synchronous customer interaction flows.

Example use case

When a customer interacts through an Architect flow, the Nuance Mix bot begins. The system asks the customer an open question, such as “How may I help?”.

After the customer responds, Nuance Mix attempts to interpret the intent of the request and then decides the next step. For example, if the customer replies, “I want to check the status of my flight,” then the Nuance Mix bot prompts the user for a flight number and returns the flight status.

If Nuance Mix cannot establish or understand the customer’s intent, the system routes the call to an agent.

After the task ends, the Nuance Mix bot asks if the customer needs any additional help. The customer can ask another question, request to speak to an adviser, or indicate that no further assistance is needed. If the customer needs no further assistance, the call ends.

If the customer chooses to speak with an agent but faces a long wait time or the request is outside normal business hours, then the flow routes the call appropriately.

For more information, see About the Nuance Mix integration.