Kore SmartAssist integration guide

This guide explains how to integrate an AI for Service Contact Center app with an Artemis project for secure, bidirectional communication between the AI application and contact center agents.

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Configuration overview

Complete these steps in order to connect an AI for Service Contact Center app with an Artemis project.

1. Create a Contact Center app.
2. Configure Artemis Integration in the app.
3. Enable and publish the app.
4. Create a Kore SmartAssist integration in Artemis.
5. Review and enable the connection.

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Prerequisites

• Access to AI for Service with permission to create and publish Contact Center apps.
• Artemis application access with permission to open Agent Chat, Profile, Integrations, Deployments, and API Keys.
• Access to an Artemis project.
• A secure token generator or password manager to create secrets that meet the required complexity rules.

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Contact Center app configuration

1. Log in to the AI for Service platform.
2. Create a new app and select Contact Center as the app type.
3. Complete the onboarding journey for the new app.
4. Go to Flows & Channels.
5. Select Artemis Integration.
6. Enter the following fields:

   Field	Where to fetch the value	Implementation notes
   Artemis tenant ID	Artemis Agent Chat > initiate chat > Debug > Data or Artemis Profile > Workspace ID	Use the tenant/workspace ID for the Artemis workspace being connected.
   Artemis project ID	Artemis Agent Chat > initiate chat > Debug > Data	Use the project ID for the target Artemis project.
   Artemis webhook URL	Artemis Project > Integrations > Kore SmartAssist > Connect > Webhook Channel Callback URL	Copy the callback URL exactly as shown.
   Artemis access token	Bring your own key	Create a secret that meets the token and secret rules.
   Artemis auth token	Artemis Project > Deployments > API Keys > Create a platform key	Create a platform key and copy the generated token.

7. Review all Artemis Integration fields, then select Enable Artemis Integration.
8. Review and publish the Contact Center app.

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Artemis project configuration

1. Go to Project > Integrations > Kore SmartAssist > Connect.
2. Configure the following fields:

   Artemis connection field	Source	Notes
   Connection Name	Enter a unique connection name.	Use a name that identifies the environment and AI for Service app, such as AI for Service-uat-contact-center.
   Base URL	CCAI → Flows and Channels → Artemis Integration → CCAI host URL	Example: https://platform.kore.ai/
   CCAI App Token (optional)	CCAI → Flows and Channels → Artemis Integration → CCAI auth token	Populate when required.
   XOCC Webhook Channel Token	CCAI → Flows and Channels → Artemis Integration → Web token	Copy exactly from AI for Service.
   Webhook Secret	Bring your own key	Use the same value as the Artemis access token entered in AI for Service Artemis Integration.
   App ID	CCAI → Flows and Channels → Artemis Integration → CCAI stream ID	Copy exactly.
   Account ID	CCAI → Flows and Channels → Artemis Integration → Account ID	Copy exactly.

3. Use the SmartAssist integration for Agent Transfer routing. Go to Project Settings > Agent Transfer > Default Routing > Connection and select the integration.

When an agent escalates a conversation, Artemis automatically routes it to the configured AI for Service Contact Center app. The Contact Center app’s response returns through the SmartAssist connection and appears to the customer.

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Token and secret rules

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Validation checklist

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Troubleshoot integration issues

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Related topics

• About Contact Center
• Transfer Sessions