Google CCAI changes if it move from on prem- UCCE to Webex CC

[rk06]

I have a query on how Google CCAI that is integrated currently with On-prem UCCE will work when we migrate to Webex contact center in near future.

We are integrating our Cisco On-prem UCCE with Google dialogflow CX (Text-to-Speech)(and in turn with sms where when the system does not understand the speech from customer, an sms can be triggered to get the correct details to be texted by customer).

But, our Contact center will be moving to Webex Cloud Contact center in the very near future. Can someone please help on telling how much rework might be needed in this scenario?

Thanks in advance,

[david.macias]

There shouldn't be any rework on the Dialogflow side, however how are you sending the SMS, is it from CVP? Assuming so then you'll have to re-write this, but it shouldn't be a huge uplift as everything should be API driven. If you're doing the SMS piece based on a Dialogflow webhook then there's even less work on your end. Ultimately, the scripting and configuration will be different so that's going to be your biggest piece of work.

david