Audio / Video Modality: AI driven Transcription, Summarization, Live captioning, Codes & Tags suggestions are available for both inbound and outbound audio calls.
Nimbus service and user licensing
🔎Transcription features have service and user requirements. These requirements apply for either mid-session Live Caption or post-session Transcription / Summarization features.
Service requirements
Enterprise RoutingContact Center
License requirement: Only Enterprise Routing or Contact Center services have the AI tab and related Nimbus Features available.
Feature toggle: As Administrator/Team Owner you can enablesingle Companion features via AI Service Settings.
Data display:
To show the transcription data to Nimbus users, you need to enable the “Companion” widget on the Extension Service Settings.
Of course you can also opt to not show the transcription data, instead leveraging it via the Nimbus Power Automate Connector. → More on this below.
Service User requirements
Companion
✅ The service requirements needs to be met.
✅ Additional steps are as follows:
License requirement:
Your tenant needs to have sufficient available Companion licenses assigned in Licenses Tenant Settings. You can review and bulk-assign available licenses via License Management.
One individual license per Nimbus user (human agents) is required.
Feature toggle: This can be done by any Administrator in the General User Settings. ⮑ Once enabled, the My Sessions page will show a new “Companion” widget for this user, showing (individually) enabled features sorted into tabs.
Virtual User transcription
Virtual Users
✅ The service requirements needs to be met.
✅ Additional steps are as follows:
License requirement:
Your tenant needs to have sufficient available Virtual User licenses assigned in Licenses Tenant Settings
One individual license and setup per Virtual User is required. You can review and bulk-assign available licenses via License Management.
Feature toggle: Transcription is enabled in AI Service Settings. ⮑ Once enabled, any Virtual Users (AI agents)interacting with customers within that service's workflow can also be transcribed.
Data processing: As no human agent is taking the call, the transcription is not automatically shown in the Nimbus UI. The transcript must be handled via the Nimbus Power Automate Connector. → More on this below.
Speech Services (Speech Recognizer)
🔎Features described in the following use “Speech Services” (in Nimbus configured as Speech Recognizers) provided by 3rd party vendors. To offer our customers both convenience and flexibility, you may pick between a Nimbus-native implementation and Azure speech services. Differences are explained in the following:
Nimbus AI Services
Azure AI Services
Benefits
Nimbus native speech recognizer, available out-of--box
Low initial setup and maintenance
Centrally managed in the Nimbus UI
Full flexibility in configuration and LLM choice
Possibility to train the model dependent on your use case and business needs
Challenges
Less flexible and no custom configuration possible
Usage based on Luware “fair use” policy as part of your license.
Will cause monthly ACS costs outside of your Nimbus subscription (e.g. APIs for speech services).
🔎Conditional step: The Nimbus Power Automate Connector can extract Transcription/Summarization data from customer sessions. There are separate Trigger Events and Flow Actions for Virtual User (automated AI Agents) and Companion (while assisting human Nimbus users).
To retrieve and handle the data, the following steps need to be performed by an administrator
Transcription setup for ►
Companion (Human) Service Agents
Virtual Users (AI) Service Agents
Mandatory steps
None, Nimbus automatically shows Transcription data in the UI when enabled in service settings.
Set up a Power Automate flow that uses the “Virtual User” Trigger Events to react to transcription-relevant Nimbus session events.
Follow up with “Virtual User” Flow Actions to capture the data for any further processing, e.g. as a message, stored in a CRM, etc.
Optional steps
Set up a Power Automate flow that uses the “Companion” Trigger Events to react to transcription-relevant Nimbus session events.
Follow up with “Companion” Flow Actions to capture the data for any further processing, e.g. as a message, stored in a CRM, etc.
None. The Transcript must be handled within the session data retention time, otherwise it will be lost.