Design, develop and test multi‑language, omnichannel conversational AI experiences in a single project across voice and digital channels—all with an easy to use graphical UI.
Build on conversational AI
Today’s consumers want choice and flexibility: Choice of channels, and flexibility in the way they interact. Mix.dialog lets designers and developers build on a set of predefined dialog nodes that incorporate conversational AI best practises and cover use cases from comprehensive FAQ‑type VAs to highly personalised, transactional bots and IVRs—without having to write a single line of code.
Low‑code / no‑code
Nuance Mix is a true low‑code / no‑code design and development environment.
As an example, consider the task of formatting dynamic data—numbers, dates, IDs, and more—at runtime, specific for a given channel, modality, and language.
In Mix.dialog, all of this is done via configuration. No line of code needs to be written.
Build for voice and digital channels
Build conversational AI experiences for voice‑enabled and digital channels in a single project. Optimise the logic for each channel and modality while ensuring consistency and re‑use within a single project. Leverage rich text, media and action buttons in digital channels, and Nuance Vocaliser TTS and prerecorded prompts in voice channels.
Leverage context and session awareness
Conversational logic built in Mix.dialog builds on context and session awareness. User messages such as “Am I due for a new phone yet?” will be interpreted along with information from prior messages in the same dialog to provide the right answer. Take the dialog understanding further by including external data such as location, account details, and customer preferences to create more personalised experiences.
Mix.dialog call flow designers can build on core components and orchestrate mixed‑initiative dialogs as shown within this visual interpretation.
In Mix.dialog, call flow designers build on core components that can orchestrate mixed‑initiative dialogs. First time users will be guided by the system through conversations step by step, while more experienced users can take the fast track and take control of the conversation.
Speaking about dialog context – one of the most difficult things for a VA or bot is to keep track of information provided already by the user, and then recognising when they refer to that information later.
The good news is that Mix takes care of that on your behalf, making complex conversational AI solutions easy to build.
In the case of resolving references (“anaphora”), all you have to do is configure how an entity will be referred to later: As a thing (‘it’, ‘that’), a person (‘him’, ‘her’, ‘they’), a moment in time (‘then’), or a place (‘there’).
Develop and integrate
Mix.Dialog lets developers integrate with existing backend systems for data access and transaction fulfilment, and create specific behaviour for a large variety of deployment channels including IVR and a range of digital channels.
First‑class support for IVR and digital channels
Nuance Mix is an omnichannel conversational AI tooling platform that supports a variety of channel‑specific features across voice and digital channels.
For example, in IVR you can use pre-recorded audio, barge‑in, and DTMF; and in digital channels, rich media and interactive elements like Quick Reply buttons.
Integrate external systems (such as CRM, customer profile) into your call flow logic to personalise the user experience and better fulfil their needs.
Mix.dialog allows direct integration with RESTful web services and client-side data integration which help create custom client integrations for mobile and web applications that can leverage access to client‑side data and logic.
Nuance Mix software’s call flow logic and business rules work without having to write a single line of code as shown within the visual.
Build dialog flow logic without coding
Define personalised call flow logic and business rules without having to write a single line of code. Build complex, nested conditions via an easy‑to‑manage, form‑filling approach. Leverage data objects with schemas mapping to your back‑end methods to minimize data manipulation requirements.
Test and tune
Use built‑in validation and the Try mode to test your dialog logic before pushing it into production. Drive the application logic through all possible paths by simulating different user messages and back‑end response data. Tune speech recognition through application and deployment‑specific tuning parameters controlled in Mix.dialog.
Speech recognition tuning
Mix.dialog gives users access to unparallelled depth of speech recognition tuning setting, starting with entity‑specific confidence thresholds and confirmation strategies, timeout settings, and much more.
Developers can also define specific pronunciation hints for ASR, and use context‑specific and end user‑specific wordlists for further tuning.
Test drive the application logic
The Try mode in Mix.dialog allows developers to test drive the application logic without having to deploy to the target environment. Simulate text and voice modalities and verify system responses, while getting visual feedback on the call flow execution in a protected environment.
Simulate backend responses
While test‑driving application logic through all possible paths in Try mode, simulate backend responses by entering different response data right into the test window.
When configuring call flow logic details, Mix.dialog supports developers by validating the configured dialog nodes and points them at missing content or flawed logic.