Feature Overview
Customer Virtual Assistant (CVA) feature enables the IVR Platform to integrate with cloud-based speech services. This feature supports human-like interactions that enable customers to resolve issues quickly and more efficiently within the IVR thereby, reducing the calls directed towards actual agents.
In a traditional IVR, customers can interact with the IVR in the following ways:
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VVB Media Services Based Interaction: Prompts are played locally by VVB by downloading a WAV files, and user inputs are captured using DTMF grammar.
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ASR and TTS Based Interactions: Prompts are played by the external media server over MRCP Synthesis command for Text to Speech (TTS) functionality. These prompts are recognized by external media server based on pre-defined grammar by Asynchronous Speech Recognition (ASR).
CVA-based IVR enables a new mechanism to leverage cloud-based-AI-enabled speech services. CVA provides the following speech services:
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Text-to-Speech: Integration with cloud-based TTS services in your application for Speech Synthesis operations. CVA currently supports Google Text to Speech service.
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Speech-to-Text: Integration with cloud-based ASR services in your application for Speech Recognition operations. CVA currently supports Google Speech to Text service.
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Speech-to-Intent: CVA provides capability of identifying the intent of customer utterances by processing the text received from Speech to Text operations. CVA offers this service by using cloud-based Natural Language Understanding (NLU) services. CVA currently supports Google Dialogflow service.
Note |
You can configure the Customer Virtual Assistant (CVA) feature of VVB 12.5(1) keeping the Unified CCE Controller in 12.0 version (as in multi-stage upgrade). However, in this case, the configuration user interface for CVA service account will not be available in the Unified CCE Administration. So, System Administrators can use the Command Execution Pane for such configurations. For more information, see the Command Execution Pane section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html. |