GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Release Notes
Recent Updates
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Welcome Events
LLM and Generative AI
Search AI
Agent Coaching
Playbook
Customizing the AgentAssist Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)

INTEGRATIONS
AgentAssist Integration with Third-Party Applications
Amazon Connect
Amazon Connect with AgentAssist Voice Installation Guide
Amazon Connect with AgentAssist Chat Using Custom CCP
Amazon Connect with AgentAssist – Voice via AWS Third Party Applications
Channels
Voice
Configure Voice Channel
Configure Speech Recognition
Chat
SmartAssist
Configure AgentAssist
Demos
Voice Demo
Chat Demo
Salesforce
OmniChannel
Omni-Channel Configuration - Chat
AgentAssist Configuration - Chat
Genesys CTI
AgentAssist Voice Integration
NICE-CTI
AgentAssist Voice and Chat
AgentAssist Chat
Demos
Voice Demo
Chat Demo
Zendesk
Set up AgentAssist for Zendesk
Genesys
AgentAssist Integration with Genesys - Manual Setup Instructions
Agent AI Integration with Genesys Cloud CX
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
NICE MAX Desktop
Talkdesk
Twilio

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations

ANALYTICS
Conversation Logs
Dashboard
Agent AI ROI Analyzer (Beta)
APIs
Raw Data API v1
Raw Data API v2
Conversation Summary Trigger

Architecture and Configuration

AgentAssist Architecture diagram

The architecture diagram illustrates the interaction between the customer and the agent, as well as between the agent and the AgentAssist widget. In the agent desktop solution, the agent logs in, and the customer interacts with the agent (via chat or voice call). 

An AgentAssist admin configures the AgentAssist widget and sets up a connection to enable voice (via SIPREC) and chat (via webhook) communication. Upon establishing connections, the bot platform continuously analyses transcribed messages for intent detection and suggests appropriate dialogue tasks/FAQs to the agent.

The following flow diagram illustrates AgentAssist’s high-level architecture:

AgentAssist Configuration

The AgentAssist admin configures the AgentAssist widget using a dedicated configuration screen (as shown in the lower-right block of the architecture diagram).

A customer makes a voice call or initiates a chat interaction at a customer service endpoint. 

Voice Configuration 

  1. The customer on a voice call is connected to the third-party agent desktop with the help of the Telephony system like Twilio, Cisco, etc. 
  2. AgentAssist connection for voice is made by the SIPREC setup, which allows AgentAssist to receive the voice stream information from the telephony network. 
  3. These packets are received at the AgentAssist gateway level, where the ASR engine helps transcribe them. Currently, Kore.ai uses Audiocodes to leverage the ASR engines like Google, Nuance, Amazon, etc.
  4. The transcribed messages are then sent to the Kore.ai bot platform. 
  5. To receive these transcribed messages (along with bot responses) within the AgentAssist widget, a WebSocket connection is made (represented by a dotted line). 
  6. After these connections are established, the bot platform continuously analyses the transcribed messages for intent detection and suggests appropriate dialog tasks/FAQs to the agent.

Chat Configuration

  1. A webhook allows the Kore.ai bot platform to receive the chat stream from the third-party Agent desktop server (depicted by extreme right-side connection). The setup of the webhook is done with the help of the configuration screen. 
  2. After configuration, the chat stream is received at the Kore.ai bot platform. 
  3. The platform analyses customer sentiment and intent and suggests the automation/FAQ to the agent with the help of the AgentAssist widget. 

Architecture and Configuration

AgentAssist Architecture diagram

The architecture diagram illustrates the interaction between the customer and the agent, as well as between the agent and the AgentAssist widget. In the agent desktop solution, the agent logs in, and the customer interacts with the agent (via chat or voice call). 

An AgentAssist admin configures the AgentAssist widget and sets up a connection to enable voice (via SIPREC) and chat (via webhook) communication. Upon establishing connections, the bot platform continuously analyses transcribed messages for intent detection and suggests appropriate dialogue tasks/FAQs to the agent.

The following flow diagram illustrates AgentAssist’s high-level architecture:

AgentAssist Configuration

The AgentAssist admin configures the AgentAssist widget using a dedicated configuration screen (as shown in the lower-right block of the architecture diagram).

A customer makes a voice call or initiates a chat interaction at a customer service endpoint. 

Voice Configuration 

  1. The customer on a voice call is connected to the third-party agent desktop with the help of the Telephony system like Twilio, Cisco, etc. 
  2. AgentAssist connection for voice is made by the SIPREC setup, which allows AgentAssist to receive the voice stream information from the telephony network. 
  3. These packets are received at the AgentAssist gateway level, where the ASR engine helps transcribe them. Currently, Kore.ai uses Audiocodes to leverage the ASR engines like Google, Nuance, Amazon, etc.
  4. The transcribed messages are then sent to the Kore.ai bot platform. 
  5. To receive these transcribed messages (along with bot responses) within the AgentAssist widget, a WebSocket connection is made (represented by a dotted line). 
  6. After these connections are established, the bot platform continuously analyses the transcribed messages for intent detection and suggests appropriate dialog tasks/FAQs to the agent.

Chat Configuration

  1. A webhook allows the Kore.ai bot platform to receive the chat stream from the third-party Agent desktop server (depicted by extreme right-side connection). The setup of the webhook is done with the help of the configuration screen. 
  2. After configuration, the chat stream is received at the Kore.ai bot platform. 
  3. The platform analyses customer sentiment and intent and suggests the automation/FAQ to the agent with the help of the AgentAssist widget.