AI Voice Agent for NICE CXone
AI-answered volume in front of your NICE CXone agents.
Enterprise contact centers run on routing discipline, and PyAI fits it: forward the DIDs for AI-owned call types to a PyAI number, keep NICE CXone for agent-handled work, and let AI calls escalate to humans with the summary attached.
Two ways in. Pick per call type.
Path 1: Forward calls to PyAI
Keep everything exactly where it is. PyAI provisions a number (or takes your SIP trunk), you point your calls at it, and a PyAI agent answers with your greeting, your knowledge, and your tools. Your platform keeps billing you for lines; the AI layer lives at PyAI.
- 1.In the PyAI console, provision a number (Phone) or bring your own SIP trunk.
- 2.Build the agent: pick a voice, write the greeting, connect your knowledge and tools, then call it yourself to test.
- 3.Set the forward on your side using the hint below, aimed at the PyAI number.
- 4.Place one real call. The agent answers; the recap and QA land in PyAI and any tools you connected.
On NICE CXone: SIP or carrier divert per DID to PyAI; the agent's transfer-to-human targets your CXone access numbers.
Path 2: Integrate via API
An AI-agent layer that respects enterprise routing instead of replacing it.
- AI agents with transfer-to-human, hold, and collect built in, no custom telephony code.
- Recap and Trace output delivered where your operation reads it: CRM, helpdesk, or data warehouse via Zapier or Sheets.
- OpenAI-compatible APIs for anything your platform team wants to build directly.
Which path when
Start with forwarding
You want AI answering real calls this week without touching your NICE CXone setup. One number forward is the whole change.
Add the API when ready
You want the AI leg inside your own call flows, or deeper call-data integration, on OpenAI-compatible endpoints.
Move fully later
When the forward path proves itself, moving whole flows onto PyAI numbers is a graduation, not a rebuild.
FAQ
Do I have to leave NICE CXone to use PyAI?
No. Most teams start with call forwarding: NICE CXone keeps the lines and the bill, and PyAI answers the calls you point at it. If and when it makes sense, you can also build directly on PyAI's APIs or import completed calls.
What does the AI voice agent actually do on a call?
It answers in your voice and greeting, holds a real conversation at human pace, uses your knowledge base and tools, and can transfer to a human, collect details, or end the call politely. Afterward you get the recap and, with Trace, a compliance scorecard.
Is call import from NICE CXone available?
There is no native NICE CXone importer today, and you do not need one to start: forwarding sends the calls you want AI-answered to PyAI. Importer candidates are prioritized by customer demand, so ask.
What does this cost?
You pay PyAI for the calling and call intelligence you run (per-minute calling, Recap or AMD usage); integrations carry no extra fee. Your existing platform bills you as usual for the lines you keep.
Put an AI agent on your NICE CXone calls.
An instant sandbox key lets you test without billing. Create an account when you want saved projects, and fund a live key for production traffic.
Agents is live in beta. Sandbox keys have daily limits and never touch billing.