About the Nuance Mix integration

AI-generated summary

Genesys Cloud integrates with Nuance Mix to enable conversational bot interactions with customers in a PCI DSS compliant environment. The integration allows architects to incorporate published Nuance Mix bots into message flows using the "Call Nuance Mix Bot" action. Bots can be configured with three main interactive elements: quick replies for structured response options, cards containing images, titles, body text, and interactive buttons, and carousels that display multiple cards in a scrollable format. The integration is available through Genesys AppFoundry and requires installation, configuration of Nuance Mix credentials, bot addition, and activation within Genesys Cloud. Administrators can customize bot conversations by implementing quick replies for guided customer responses and rich media elements like cards and carousels for enhanced interaction capabilities. The system supports secure call flows and can be integrated into existing Architect message flows.

Use the Nuance Mix integration to call Nuance Mix bots in Architect message flows. This feature is PCI DSS compliant. You can use this integration in secure call flows. For more information, see PCI DSS compliance.

Overview

Genesys Cloud’s integration with Nuance Mix allows bots to interact conversationally with customers.

Get the Nuance Mix integration

Nuance Mix is available from the Genesys AppFoundry. The first step is to install the integration. Installation makes the app available to configure in Genesys Cloud.

Install the Nuance Mix integration from Genesys AppFoundry

Configure the Nuance Mix integration

To access the Call Nuance Mix Bot action in Architect, add Nuance Mix credentials to Genesys Cloud, add published Nuance Mix bots, and then enable the integration in Genesys Cloud.

Use Nuance Mix bots in interaction flows

Use Nuance Mix bots in Architect call flows.

Call Nuance Mix Bot action

Work with rich media in message interactions

Administrators can set up quick replies and cards in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options. Cards are bot responses that contain an image, title, body, and list of buttons. Customers can interact with the cards by clicking a button.

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