PRECONDITIONS: AI Features, Bots and Virtual Users
Admin Consent: AI Features
✅ Nimbus Tenant Admin consent is required to enable the use of AI features. This is done in the Data Privacy Tenant Settings. AI use will require your Tenant data (e.g. caller information) to be processed by external services.
💡Note that disabling AI features later resets related AI Service Settings; see Data Privacy Tenant Settings for details.
💡Good to know - shared setup effort: Once consent is granted, both Admin Roles “Tenant Admins” and “OU Admins” are able to create various AI Configuration items in the Nimbus Admin Portal. This also includes:
- Access to Service Distribution Settings, e.g. to test workflows with your configured Virtual Users.
- Steer feature visibility via AI Service Settings (e.g. when activities are supposed to happen unobtrusive in the background).
Virtual User Licensing
✅Nimbus License Management:
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Contact Center Enterprise Routing service licenses are required to use AI-driven Virtual User functionality.
⮑With the license applied, corresponding Service Features (e.g. workflow activities, configuration tabs) are enabled. -
Individual Virtual User license requirement: Same as regular Nimbus users, each Virtual User requires a separate license. This license can be applied individually in the Virtual User configuration - or in bulk - via Admin > Licensing view.
⮑The license enables usage of the “Add Virtual User” Workflow Activity, without it the activity will be skipped over. For additional Virtual User licenses on your service, get in touch with your Customer Success representative.
Virtual User Bot Configuration
Virtual Users rely on Nimbus Configuration items:
✅ ALL: Virtual Users require Bots to be configured. Your bot choice also determines the underlying AI LLM into which the Nimbus Virtual User integrates. Your bot type and profile should therefore be chosen with the intended use case in mind.
| Defined in Bots | Defined in Virtual Users | |
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Type Nimbus managed or BYO |
AI Service Underlying LLM |
Virtual User Profile Pre-built configurations to fulfill a certain use case |
| Nimbus AI Services | Azure OpenAI GPT Realtime1 |
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Custom AI Services
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| M365 Copilot Direct Line 3.0 |
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Notes
1 Due to Microsoft Azure AI foundry availability in limited regions, data processed by a Nimbus Virtual User “GPT”-Realtime" integration might temporality leave a cluster due to failover scenarios:
- Nimbus Cluster DE01, DE02, CH01, CH02, UK01, EU01, AU01 computation will be primarily performed in Sweden Central region.
- Nimbus Cluster US01 computation will be primarily performed in the US East region.
✅SPECIFIC AI services / Agent technologies (e.g. Microsoft Copilot) may require additional configuration items such as:
- Bot Response Templates, to map bot answers back into Nimbus workflow parameters.
- Speech Recognizers (Transcribers) to convert the Customer voice into text for the bot to process.
🔎For more details and specific configuration steps, refer to our AI Use Cases category and the specific Use Cases and pages linked above.