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NICE CXone

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The NICE CXone Endpoint connects AI Agents to the NICE CXone platform.

Prerequisites

Generic Endpoint Settings

Find out about the generic Endpoint settings available with this Endpoint on the following pages:

Specific Endpoint Settings

NICE CXone Setup

Parameter Description
Verify Token A verification token for connecting the NICE CXone Endpoint to the CXone Virtual Agent Hub. This token is generated on the Cognigy.AI side and unique for each Endpoint.

How to Set up

To set up a connection between NICE CXone and Cognigy.AI, follow these steps:

  1. Configure a NICE CXone Endpoint
  2. Create an App in NICE CXone

Configure a NICE CXone Endpoint

  1. Go to the Cognigy.AI interface.
  2. In the left-side menu of your Project, click Deploy > Endpoints.
  3. On the Endpoints page, click + New Endpoint.
  4. In the New Endpoint section, do the following:
    4.1 Select the NICE CXone Endpoint type.
    4.2 Add a unique name.
    4.3 Select a relevant Flow from the list.
    4.4 Click Save.
  5. In the Configuration Information section, copy the Endpoint URL and save it for later use in NICE CXone.
  6. Activate the Enable Endpoint setting.
  7. In the NICE CXone Setup section, copy the token from the Verify Token field and save it for later use in NICE CXone.

Create an App in NICE CXone

  1. Go to the NICE CXone platform.
  2. In the upper-left corner, click the Applications app selector.
  3. Go to Others > Automation & AI. A new window opens.
  4. In the left-side Hubs menu, select Virtual Agent Hub. The Virtual Agents panel appears.
  5. Click Add Bot.
  6. At Step 1: General Information, do the following:
    6.1 Enter a unique name in the Virtual Agent (Bot) Name field.
    6.2 In the Select Bot Provider field, choose the Cognigy Bot card. If this card is not present, contact NICE support to activate this feature for your account.
    6.3 In the upper-right corner, click Next.
  7. At Step 2: Configuration, fill in the following fields:
    • URL — enter the Endpoint URL that you saved and copied previously.
    • Verify Token — enter the Verify Token that you saved and copied previously.
  8. In the upper-right corner, click Next.
  9. At Step 3: Voice, in the Voice Integration Options section, activate the Text Only option. With this option, you can only use chat AI Agents. Click Next.
  10. At Step 4: Transcript, leave the Transcript field with the Nothing value and click Next.
  11. At Step 5: Test + Add, test the bot by sending a welcome message to the chat. If you receive a response from the Cognigy.AI Agent, the connection is established correctly.
  12. Click Add to complete the virtual agent configuration.

For further integration, you will need NICE CXone Desktop Studio and the channel through which end users will communicate with the Cognigy.AI Agent. This logic is configured on the NICE CXone side.

For more information, read the following articles in the NICE CXone documentation: