NiCE CXone Agent Assist
Overview
Procedureflow’s integration with NiCE CXone brings real-time visual guidance directly into the CXone Agent Assist experience. Procedureflow automatically synchronizes entry points and flows as knowledge base articles in CXone, ensuring that updates made in Procedureflow are instantly reflected in NiCE. Combined with NiCE’s interaction context and conversation analysis, Agent Assist can surface the most relevant flows during customer interactions—helping agents reduce search time, follow the right steps, and resolve issues faster and more consistently.
Key capabilities
- Embedded process guidance surfaced directly within NiCE CXone.
- Contextual intelligence from NiCE enhances the relevance of Procedureflow guidance.
- Faster resolution times and more consistent service delivery.
Setting up the integration
Environment setup
The integration runs through a containerized tool that connects to both the Procedureflow and NiCE CXone APIs. During setup, authentication credentials, environment variables, and container execution must be configured.
Initial content upload
The integration creates a CXone knowledge base and uploads flows from a selected Procedureflow entry point. Each flow becomes a knowledge article containing the flow content and a link to open the full visual guidance in Procedureflow.
Ongoing synchronization
After the initial upload, the integration can be run periodically to detect changes in Procedureflow flows and update the corresponding knowledge articles in CXone.
Agent access
Once synchronized, the knowledge base can be assigned to CXone Agent Copilot so relevant articles can be surfaced to agents during customer conversations.
Agent experience
During calls, Agent Assist identifies the interaction context and surfaces the most relevant Procedureflow flow as an article within the Agent Assist interface. The article includes a link to open the full Procedureflow flow directly, while keeping the customer interaction active in CXone.
Administrator experience
The following image shows the knowledge bases in the Knowledge Hub; each knowledge base corresponds to a Procedureflow entry point with the same name.
For more information about setting up this integration, please contact help@procedureflow.com.
NiCE Documentation References