Agent AI Voice Integration with NICE Agent Desktop

This document provides detailed instructions on the integration process of the Kore.ai Agent AI widget into the NICE Agent Desktop environment. It offers step-by-step guidance to ensure a smooth and efficient setup process. This integration supports all the features of Agent AI such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, and Transcription along with end-of-call summary and Custom Data passing, such as agent name and ID, to the Agent AI widget.

Shared Responsibilities

NICE CXOne Admin

ACD Configuration: CXOne customers are responsible for creating and mapping skills within the ACD system to ensure proper routing of interactions.
Campaign Setup: Customers must set up campaigns, including specifying routing and agent availability, on the CXOne platform.
Agent Assist Hub Configuration: CXOne customers are responsible for configuring the Agent Assist Hub settings within NICE Studio.

Kore.ai Admin

Provide Studio Script for Voice: Kore.ai will assist in setting up the Studio Script to ensure seamless integration with the CXOne platform.

Prerequisites

NICE CX administrators with access to a NICE CX account, privileges to set up the following configurations, and the ability to receive calls on the agent desktop.
NICE CX Studio installed on your windows device.
Agent Assist Hub enabled for your account. Contact your NICE CX representative. Note that this requires an extra license cost.
Access to Kore AgentAssist application and familiarity with creating and configuring an AgentAssist Bot.
Kore.ai App credentials such as Agent AI Widget URL, Bot ID, Client ID, Client Secret, Account ID, and SIP URI. Read the Configure Voice Channel and Chat documents for a walkthrough.

Definitions

Section	Key	Definition	Reference
NICE CX Integration Hubs > Add Agent Assist App	Agent AI URL	The domain of Agent AI.	If it is legacy Agent AI, URL is https://agentassist.kore.ai If it is UXO, URL is https://platform.kore.ai If it is on-prem, the URL is the origin where your Agent AI is hosted.
NICE CX Studio > Import the Voice Script and Configure Parameters	AgentAssistWidgetURL	URL that points to the Agent AI widget. For example, https://agentassist.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html	Channels > Chat section of the Agent AI configuration portal.
NICE CX Studio > Import the Voice Script and Configure Parameters	BotId	A unique identifier assigned to a bot.	Channels > Chat section of the Agent AI configuration portal.
NICE CX Studio > Import the Voice Script and Configure Parameters	ClientId	An identifier provided to a client application.	Channels > Chat section of the Agent AI configuration portal.
NICE CX Studio > Import the Voice Script and Configure Parameters	ClientSecret	A secret key or password associated with the ClientId.	Channels > Chat section of the Agent AI configuration portal.
NICE CX Integration Hubs > Add Agent Assist Hub	AccountID	A unique identifier assigned to an account.	Channels > Chat section of the Agent AI configuration portal.
NICE CX Integration Hubs > Add Agent Assist Hub	Voice Gateway(VG)	For Saas in US region, value is wss://savg-webserver.kore.ai For on-prem, refer to the corresponding host.

Region Specific URLs

Region	Agent AI URL	UXO URL	WSS URL	DNS
US	https://agentassist.kore.ai	https://platform.kore.ai	wss://savg-webserver.kore.ai	@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com
JP	https://agentassist-jp.kore.ai	https://jp-platform.kore.ai	wss://jp-savg-audiosocket.kore.ai	@savg-jp-prod-int-nlb-3989d946fc1ced3b.elb.ap-northeast-1.amazonaws.com

Configuration Steps

This section explains the configuration steps needed to integrate Kore Agent AI with NICE MAX Desktop.

Step 1: Nice CX Integration Hubs > Add Agent Assist Hub

Sign in to your NICE account with the user name and password provided by the NICE customer support.
Click the Applications Launcher button.
A menu opens from the left side of the page. Click OTHERS > Automation & AI.
Click Agent Assist Hub > Add Agent Assist App.
Enter the name of the Agent Assist App in the AGENT ASSIST APP NAME field.
Select Custom Agent Assist Endpoints.
Click Next.
Add the following settings with config parameters:
1. Agent UI Option: No Assist Panel shown to agent
2. App Title: Kore AA (this is not a visible UI)
3. Participants: Both
4. Audio Relay Endpoint: {Kore Voice Gateway(KVG)}/audiosocket/nice?sipuri=<Bot SIP URI><DNS>&token=<Token>&botId=<Bot ID>&accountId=<Account ID>&agentassist=true
  1. Bot SIP URI: Channels > Voice section of the Agent AI configuration portal.
  2. Bot ID and Account ID: Channels > Chat section of the Agent AI configuration portal.
  3. Token: Create a JSON Web Token on jwt.io with the following details:
    - Payload: {“appId”: <Bot Client ID>}
    - Header: {“alg”: “HS256″,”typ”: “JWT”}
    - Secret: Bot Client Secret.
Click Create.

Step 2: NICE CX Studio > Import the Voice Script and Configure Parameters

Download the script for voice from the Kore.ai NICE integration repository.
Open the NICE CX Studio app from your desktop.
Click File > Import from File.
Select the downloaded script for voice. It looks like the following screenshot:
Double-click the Generate Iframe Params tile.
Update the values for the corresponding parameters:
1. Kore.ai parameters:
  1. Bot Client ID
  2. Bot Client Secret
  3. Bot ID
  4. Agent AI Widget URL
  5. Bot Language Code – “en” is set as the default language. Refer to this doc to provide the language code for your bot’s language.
2. Custom Data: The “customdata” object in the script can be used to pass information to the Agent AI Bot. During runtime, this customdata is accessible in the UserContext of the bot. Refer to “Access Custom Data in Agent AI Bot” for instructions on how to access customdata in the bot.
  Include your data in the customdata object (one key-value pair per line). For example: customdata.agentName=”Agent” and customdata.agentID=”1234″
Double-click the PopURL tile.
In the PopURL, update the URL with the following values:
1. {Agent AI URL}/integrations/nice/iframe/?params={scriptparamsjson}
2. Tab Title: Kore AgentAI (change as per your requirement)
3. Pop Destination: Contact Panel (it will be preset for imported script)
Double-click the Agent Assist tile.
Select the checkbox against the Agent Assist instance you created in the above step.
Click Yes.
After selecting Agent Assist, click the close button on the bottom-right corner of the page.
Note: Do not click the “X” button to close the window as this will not save the changes.

Step 3: NICE CX Setup > Attach Point of Contact with Voice Script

Go to the NICE home page.
Click the Application Launcher button.
Click ACD.
Click Points of Contact.
Click the number you want to attach with AgentAssist.
Click Edit.
Change the script based on your needs.
Click Done to save it.
Note: To view the summary pop-up in the Agent AI widget, you must assign a disposition to the skill. If you don’t, the voice screen automatically closes once the session ends.

Voice Simulation

Go to the NICE home page.
Click Application Launcher > Agent.
Select Integrated Softphone, and click Launch.
Change the status to Available.
Go back to the NICE home page, and click Application Launcher > ACD.
Click Points of Contact.
Click the Voice Point of Contact you have created.
Copy the Phone Number, and initiate the call.
A voice request appears on the NICE Agent desktop. Click Accept.
The Kore AgentAI widget loads inside the contact panel.
Click Hang Up to disconnect the call.
The Call summary pop-up gets triggered at the end of the call session.
Select the disposition, copy the summary and paste it in the NOTES for future reference.
Click Save and Close.

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