General note on AI-driven interactions
AI driven replies are very dependent on what the Customer is saying. For example, if the Customer is saying “I have trouble with my modem” it is not necessarily given that the bot will associate “Internet” as your workflow routing exit, unless specifically handled in your Virtual User integration and instructions. We therefore highly recommend to test and account for “creative” or “non-tech-savvy” wording when designing your Virtual User interactions within your workflows.
🔎Recommended reading for beginners: We collected and wrote down some Best Practices - Virtual Users in Nimbus to help you with considerations and risks when replaying human interaction with AI.
General Virtual User limitations
The current Nimbus implementation with AI-driven bots underlies the following limitations:
- Supported Modalities: Virtual Users (Bots) are currently available for Audio/Video modality tasks.
- Virtual User Reporting: Sessions involving Virtual Users are not reflected as dedicated User Session. Virtual User session reporting is planned for a later point this year.
Microsoft Copilot Limitations
- Expect processing delays: Processing AI answers takes a few seconds for voice-to-text-transcription, followed by AI processing and then the same transcription back into a voiced response. Luware is trying to minimize the delay on Nimbus call infrastructure, but the dependency on external APIs will always incur this delay. The Customer will hear silence during this processing and no audio feedback / silence detection.
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Ensure you have no ambiguity in your topics. For instance, the word “
Service” may be too generic if you want to transfer to different services. Rather usehealthcare|medical|emergencyas identifiers or use more complex Regular Expressions to identify replies.
Nimbus AI Services Limitations
| Bot Configuration Profile | 🔎 Design Notes (not limitations) |
|---|---|
| AI Workflow |
|
| Open Profile |
Virtual User Configuration Assistant (Companion) Limitations
- Nimbus AI Services only: The configuration assistant can only create and update bots and Virtual Users for Nimbus AI Services. Bots of type Custom AI Services must be configured manually.
- Tools: Tools for the AI Workflow profile are limited to Web Requests. MCP tools aren't supported yet. The Web Requests must already exist. If they don't, Companion offers to save your progress so you can create them manually.
- Permissions: If you don't have the permissions to create or update Virtual Users, the organization unit drop-down menu in the form is empty. No further message explains this.
- Language: Companion doesn't ask for a language. New Virtual Users are created with English as the default language.