Hi @Jasvinder Saluj!

 

The 3rd party applications that we currently support are Amazon Connect and 3C Logic. I do know however that 3C Logic can also act as a bridge between some other solutions in this use case - it's worth reaching out to them if you are using another provider today.

 

Transcription is performed by the third party contact center provider - we are reliant on them to convert speech to text for our Virtual Agent to process. The same goes for SSML - the conversion of text to speech is performed by that 3rd party application.

 

NLU is used within IVR in the same manner that it is used in Virtual Agent - the transcribed text will be passed to VA by the 3rd party, where NLU will be used to determine what the user is requesting.

 

Hope this helps!