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
Kore Agent AI with Salesforce NICE CX-CTI
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

Amazon Connect with AgentAssist Voice Installation Guide

Overview

This integration enables Amazon Connect to receive calls and Kore.ai AgentAssist to help agents during voice conversations. We use Amazon Kinesis Video Streams (KVS) to store audio streams of both users and agents.

High-level architecture

Prerequisites

  • Amazon Connect instance with Admin Privileges.
  • Kore AgentAssist account.
  • Basic know-how of Amazon Connect.
  • Accounts using audiosockets must be migrated to Kore Voice Gateway.

Components Required

The following components are required:

  • Kore.ai AgentAssist
  • AWS Lambda
  • Kore KVS Transcriber Service
  • Amazon Kinesis Video Streams
  • Amazon Connect

Integration setup guide

Kore.ai AgentAssist

To onboard the Kore.ai AgentAssist account and create dialog tasks, refer to the AgentAssist Setup Guide.

AWS Lambda

KVS Trigger

  • This function pulls the call stream’s metadata like contactId, streamName, and fragmentNumber.
  • This lambda also pulls the Amazon Web Services (AWS) credentials from the environment and generates credentials set (SessionToken, AccessKeyId, SecretAccessKey) for accessing the relevant KVS.
  • It then triggers the Transcriber to start consuming the KVS and send the transcripts to the specified Kore.ai bot with the context of the current Conversation ID.
  • Download the Lambda ZIP.
  • Create/edit the environment variables in the Lambda function configuration.

Transcription Service

Currently uses Google automatic speech recognition (ASR) to transcribe the raw audio and sends it to the respective bot conversation using Bot Webhook.

Custom Contact Platform (CCP) as Agent Desktop

  • Amazon Connect Custom Contact Platform is used as the Agent Desktop to track new conversations on client-side and render conversation specific Kore.ai AgentAssist widget within the Agent Desktop.

  • Customize your CCP from the template and deploy/host it on a platform of your choice, which will add Kore.ai AgentAssist functionality to the CCP Agent Desktop.

Amazon Connect

  • Sign in to your Amazon Connect Instance.
  • Go to Amazon Connect > Instances.
  • Create an Amazon Connect instance or log in to your existing Amazon Connect instance.

  • Enable all the required options under the Telephony Options section.

  • Go to Approved origins and add the domain/s where you have hosted your CCP instance/s.

  • Purchase/Claim a phone number from Amazon Connect. Use this guide for reference.

  • Create/import a contact flow in Amazon Connect instance. Refer to this article for help.

  • Attach the contact flow to the purchased phone number. Refer to Attach a claimed or ported phone number to a flow for help.

  • Now, you can try using the phone number to test the Amazon Connect Custom CCP solutions with the Kore.ai AgentAssist widget.

Amazon Connect with AgentAssist Voice Installation Guide

Overview

This integration enables Amazon Connect to receive calls and Kore.ai AgentAssist to help agents during voice conversations. We use Amazon Kinesis Video Streams (KVS) to store audio streams of both users and agents.

High-level architecture

Prerequisites

  • Amazon Connect instance with Admin Privileges.
  • Kore AgentAssist account.
  • Basic know-how of Amazon Connect.
  • Accounts using audiosockets must be migrated to Kore Voice Gateway.

Components Required

The following components are required:

  • Kore.ai AgentAssist
  • AWS Lambda
  • Kore KVS Transcriber Service
  • Amazon Kinesis Video Streams
  • Amazon Connect

Integration setup guide

Kore.ai AgentAssist

To onboard the Kore.ai AgentAssist account and create dialog tasks, refer to the AgentAssist Setup Guide.

AWS Lambda

KVS Trigger

  • This function pulls the call stream’s metadata like contactId, streamName, and fragmentNumber.
  • This lambda also pulls the Amazon Web Services (AWS) credentials from the environment and generates credentials set (SessionToken, AccessKeyId, SecretAccessKey) for accessing the relevant KVS.
  • It then triggers the Transcriber to start consuming the KVS and send the transcripts to the specified Kore.ai bot with the context of the current Conversation ID.
  • Download the Lambda ZIP.
  • Create/edit the environment variables in the Lambda function configuration.

Transcription Service

Currently uses Google automatic speech recognition (ASR) to transcribe the raw audio and sends it to the respective bot conversation using Bot Webhook.

Custom Contact Platform (CCP) as Agent Desktop

  • Amazon Connect Custom Contact Platform is used as the Agent Desktop to track new conversations on client-side and render conversation specific Kore.ai AgentAssist widget within the Agent Desktop.

  • Customize your CCP from the template and deploy/host it on a platform of your choice, which will add Kore.ai AgentAssist functionality to the CCP Agent Desktop.

Amazon Connect

  • Sign in to your Amazon Connect Instance.
  • Go to Amazon Connect > Instances.
  • Create an Amazon Connect instance or log in to your existing Amazon Connect instance.

  • Enable all the required options under the Telephony Options section.

  • Go to Approved origins and add the domain/s where you have hosted your CCP instance/s.

  • Purchase/Claim a phone number from Amazon Connect. Use this guide for reference.

  • Create/import a contact flow in Amazon Connect instance. Refer to this article for help.

  • Attach the contact flow to the purchased phone number. Refer to Attach a claimed or ported phone number to a flow for help.

  • Now, you can try using the phone number to test the Amazon Connect Custom CCP solutions with the Kore.ai AgentAssist widget.