KB Content: Work in progress
The OpenAI GPT Realtime implementation is currently tested in active development. This document will be expanded with further information. Until this note is removed, please do not implement the instructions below in a productive environment.
INC Work in Progress
This area of the Knowledge Base is still work in progress (WIP). Expect changes to the layout of this page as improvements are made.
INC Use Case Preview Feature
PREVIEW - This Use Case showcases features that may not yet be available to all customers. Note that functionality, scope, and design of preview features may change significantly in future. As we define the last technical details, requirements and steps may be subject to change.
In this Use Case, we're going to address the following topics in order to set up Virtual User in Nimbus for customer intent analysis. Topics covered are as follows:
- How to use Microsoft Copilot Studio to set up your first AI Agent acting as a Virtual User.
- How to configure Nimbus in order to use the Virtual User in your workflows.
- How to set up the workflow and make service calls for further adjustments.
INC Icon Legend Accordion
Show Icon Legend 💡 = A hint to signal learnings, improvements or useful informati...
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| 💡 = A hint to signal learnings, improvements or useful information in context. | 🔍 = Info points out essential notes or related page in context. |
| ☝ = Notifies you about fallacies and tricky parts that help avoid problems. | 🤔 = Asks and answers common questions and troubleshooting points. |
| ❌ = Warns you of actions with irreversible / data-destructive consequence. | ✅ = Intructs you to perform a certain (prerequired) action to complete a related step. |
Preconditions
INC AI and Virtual User Preconditions
PRECONDITIONS: AI and Virtual User
Nimbus Tenant Admin rights are required:
- …to enable the use of AI features you need to grant consent in the Data Privacy Tenant Settings.
- …to create AI Configuration items in Nimbus Admin portal and access Service Distribution Settings to test workflows with configured Virtual Users.
Nimbus License Management:
- Contact Center Enterprise Routing Note that Virtual Users – using AI-driven functionality – are exclusive to Contact Center and Enterprise Routing services. For more details, refer to Nimbus Features > Service Features.
- In addition to the Service requirement you also require an additional license per Virtual User. This license can either be applied directly in the Virtual User configuration steps below or - in bulk - via Admin > Licensing view. The license enables usage of the “Add Virtual User” Workflow Activity. For additional Virtual User licenses on your service, get in touch with your Customer Success representative.
Azure Preconditions
Microsoft Services: In order to use AI-driven Bots in Nimbus, you will need access to Microsoft Cognitive Services. Azure Bot usage causes additional costs outside of your Nimbus subscription. Please note the licensing remarks below.
INC Azure Billing Cognitive Services
Disclaimer: Support for Azure Billing & Cognitive Services
☝ The usage of Microsoft Azure AI Services for Speech1 and AI2 will cause additional costs outside your Nimbus subscription, which are exclusively determined by Microsoft.
Please note:
- Nimbus Support does not cover pricing discussions or make recommendations on Microsoft Azure Services. → Please inform yourself via the references below on pricing models.
- Nimbus Support can not provide any technical help, insights or solutions on Azure Cognitive Service related technical problems.
1 Azure Speech Services: https://azure.microsoft.com/en-us/pricing/details/cognitive-services/speech-services/
2 Generative AI Services (Copilot Studio):
Use Case Overview
Details will be covered below in this Use Case. As a quick tl;dr, here is an overview of items you will need:
| What? | Where? | Why? |
|---|---|---|
| ✅ Copilot Bot Setup1 | https://copilotstudio.microsoft.com/ | To define the bot role, behavior, topics, triggers and to get the API authentication details |
| ✅Bot Configuration | Nimbus Admin > Configuration | To get the Bot API endpoint and Authentication details into Nimbus |
| ✅Bot Response Templates | Nimbus Admin > Configuration | To map the bot response JSON to Nimbus parameters for further processing within workflows. |
| ✅Virtual Users | Nimbus Admin > Configuration | To define the initial bot instructions as well as tying all other configuration items together. |
| ✅ “Add Virtual User Activity” (in Workflow) | Workflows > Conversation Handling Activities | To invite the Bot to the conversation and route the outcomes accordingly. |
1 Note that behaviors, UI designs, and configuration details are subject to frequent changes by Microsoft and may mismatch from our use case descriptions. Feel free to contact our support to request an update to our use case documentation.
Known Limitations
INC AI and Virtual User Limitations
General note on AI-driven interactions
AI driven replies are not deterministic and depend highly on what the Customer is saying. For example, if the Customer is saying “I have trouble with my internet” it is not necessarily given that the Bot will associate “Router, Modem” as your workflow routing exit, unless specifically handled in your Virtual User integration. In this specific example, AI instructions should also cover alternative wordings like “Router, Internet”, to be handled in topics accordingly.
🔎Refer to our Best Practices - Virtual Users in Nimbus for some considerations and risks when using Virtual Users instead of Human interaction.
Microsoft Copilot Limitations
- Expect processing delays: Processing AI answers takes a few seconds for voice-to-text-transcription, followed by AI processing and a 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 a 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 Audio Intent Analyzer
- The Nimbus Audio Intent analyzer Bot runs on hard-coded bot instructions. Any usage outside of the descriptions specified under Use Case - Setting up a Nimbus Virtual User for Intent Analysis is not supported.
Azure Open AI - Open GPT Realtime limitations
- This feature is not yet ready for productive use and only enabled for selected customers. We will make further adjustments and update Use Case - Setting up a Nimbus Virtual User using OpenAI GPT Realtime accordingly in an upcoming Nimbus release.
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.