AnywhereNow AI Nodes

Note

Planned for DC2025.01

Use AI nodes in AnywhereNow Dialogue Studio to enrich or route interactions by invoking Azure OpenAI services. This topic lists the available AI nodes and links to their configuration articles. Future releases will add more nodes to this family.

Action nodes

Icon Node and description

Icon	Node and description
	AI Pathfinder Important Before you drag this node onto the canvas, configure AI Pathfinder. AI Pathfinder calls Azure OpenAI to match a customer transcript or message to the best-fitting Skill in your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. Use it to automate skill-based routing for text or voice conversations. Inputs `msg.payload` – Main payload containing the text to analyse. `msg.payload.transcriptor.transcript` – Transcript from AnywhereNow Audio. `msg.payload.message` – Text messages. Outputs Error – `{succeeded:false, errorMessage:"<message>"}` Success – `{succeeded:true, detectedSkill:"<skill name>"}` When does the Error output fire? If any of the following conditions occur, the first output sends an error object so your flow can handle the exception—for example, by routing to a fallback skill or playing a polite apology. No Pathfinder-enabled skills No skills in the UCC are marked Enable Pathfinder or have a Pathfinder description. Message: Skills that are PathFinder enabled and filled with PathFinder description are missing. Missing system prompt The System prompt field in the UCC’s AiPathfinderSystemPrompt settings is blank. Message: System prompt message is empty. Empty transcript or message The node receives an empty string or `null` instead of customer text. Message: Transcription message is empty. AI returns “Other” Azure OpenAI cannot match the text to any listed skill and returns `Other`. Message: Detected skill is Other. AI client found no matching skill. Skill not found Azure OpenAI suggests a skill title that no longer exists in the UCC. Message: Detected skill {detectedSkill} is not found in the list of skills. Service failure The Azure OpenAI request times out or returns an unexpected error. Message: AI client search for matching skill didn't succeed Best practices Always connect the Error output to a Fallback Skill or Escalation flow to keep the customer journey intact. Provide clear, short descriptions for every Pathfinder-enabled skill; richer context improves accuracy.

AI Pathfinder

Important

Before you drag this node onto the canvas, configure AI Pathfinder.

AI Pathfinder calls Azure OpenAI to match a customer transcript or message to the best-fitting Skill in your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. Use it to automate skill-based routing for text or voice conversations.

Inputs

msg.payload – Main payload containing the text to analyse.
msg.payload.transcriptor.transcript – Transcript from AnywhereNow Audio.
msg.payload.message – Text messages.

Outputs

Error – {succeeded:false, errorMessage:"<message>"}
Success – {succeeded:true, detectedSkill:"<skill name>"}

When does the Error output fire?

If any of the following conditions occur, the first output sends an error object so your flow can handle the exception—for example, by routing to a fallback skill or playing a polite apology.

No Pathfinder-enabled skills No skills in the UCC are marked Enable Pathfinder or have a Pathfinder description.

Message: Skills that are PathFinder enabled and filled with PathFinder description are missing.
Missing system prompt The System prompt field in the UCC’s AiPathfinderSystemPrompt settings is blank.

Message: System prompt message is empty.
Empty transcript or message The node receives an empty string or null instead of customer text.

Message: Transcription message is empty.
AI returns “Other” Azure OpenAI cannot match the text to any listed skill and returns Other.

Message: Detected skill is Other. AI client found no matching skill.
Skill not found Azure OpenAI suggests a skill title that no longer exists in the UCC.

Message: Detected skill {detectedSkill} is not found in the list of skills.
Service failure The Azure OpenAI request times out or returns an unexpected error.

Message: AI client search for matching skill didn't succeed

Best practices

Always connect the Error output to a Fallback Skill or Escalation flow to keep the customer journey intact.
Provide clear, short descriptions for every Pathfinder-enabled skill; richer context improves accuracy.