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 Event
LLM and Generative AI
Access Custom Data in Agent AI Bot
Search AI
Agent Coaching
Playbook
Customizing the AgentAssist Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)
Supported Languages

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
Kore Agent AI with Salesforce NICE CX-CTI
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 Chat Using Custom Contact Control Panel

Introduction

This document explains the integration process of Kore AgentAssist into Amazon Connect contact center with custom contact control panel (CCP) solution.

Definitions and Acronyms

Custom Contact Control Panel (CCP) : It’s a custom solution that hosts Amazon Connect CCP and Kore AgentAssist as an iframe section within a container. The Amazon Connect Third Party Application widget is still in the beta phase and is not available for chat integration.

Prerequisites

  • Amazon Connect  Admin Privileges.
  • Amazon Connect Instance (available only in the us-east-1 region).
  • Amazon Web Services (AWS) Lambda deploying permissions.
  • Kore AgentAssist account.

Set up an Amazon Connect instance

  1. Sign in to your Amazon Connect instance.
  2. Go Amazon Connect > Instances.
  3. Click Add an instance to create a new Amazon Connect instance.

  4. Select an option in the Identity Management section and enter the Amazon Connect instance name in the Access URL field.

    • This step will create a Amazon Connect host URL as https://<instance-name>.my.connect.aws
  5. Click Next.
  6. Select Specify an administrator.
    • Fill in the following fields:
      • First name: First name of the administrator.
      • Last name: Last name of the administrator.
      • Username: User name for the administrator to sign in.
      • Password: Password for the administrator to sign in.
      • Password (verify): Reenter the password.

  7. Click Next.
  8. Select option(s) in the Telephony Options section.

  9. Click Next.
  10. Select an option on the Data storage page.

  11. Click Next.
  12. Review and click Edit to change your input.

  13. Click Create.

Sign in as an Administrator

The new instance you created is listed in Amazon Connect.

  1. Click the instance alias.
  2. Add a list of allowed origins to it by clicking Approved origins, as shown on the following screenshot:

  3. Go to the Overview option of the current instance and click the URL. A new web page opens on a different tab with the following screenshot:

  4. Sign in with the Administrator credentials you created while creating the instance.

    This credential gives you the admin access for the contact center and you can modify flows and groups, as required.

Run the code base

  1. Get the code base from this URL.
  2. Change the backend URL in config.js under scripts/config folder. This backend URL should provide Kore.ai the bot details and AgentAssist iframe token.
  3. Change the ccpUrl in initCCP.js. The ccpUrl should be in the following format:
    https://<amazon-connect-instance>.my.connect.aws/connect/ccp-v2
  4. Run any light-weight server to access this as a web page.
    Example: python  -m http.server <port-number> 
  5. After entering the local host URL, you should be able to see the following screen:

  6. If you initiate the chat, you should be able to see the following screen (Kore AgentAssist on the right):

Chat widget in Amazon Connect

  1. Sign in to the Amazon Connect instance.
  2. Go to Channels > Communication widget.
    • Here, you find the default widget. You can also create a new widget by clicking Add widget.

  3. Click the required widget.
    • You find the javascript sample code to run the widget on your local device. Copy the code.
  4. Paste the code into any HTML file, and run a sample application server.
    python  -m http.server <port-number>
  5. You should be able to see the following screen for the chat widget:
    • The following screenshot shows Amazon Connect integrated with AgentAssist:

Amazon Connect with AgentAssist Chat Using Custom Contact Control Panel

Introduction

This document explains the integration process of Kore AgentAssist into Amazon Connect contact center with custom contact control panel (CCP) solution.

Definitions and Acronyms

Custom Contact Control Panel (CCP) : It’s a custom solution that hosts Amazon Connect CCP and Kore AgentAssist as an iframe section within a container. The Amazon Connect Third Party Application widget is still in the beta phase and is not available for chat integration.

Prerequisites

  • Amazon Connect  Admin Privileges.
  • Amazon Connect Instance (available only in the us-east-1 region).
  • Amazon Web Services (AWS) Lambda deploying permissions.
  • Kore AgentAssist account.

Set up an Amazon Connect instance

  1. Sign in to your Amazon Connect instance.
  2. Go Amazon Connect > Instances.
  3. Click Add an instance to create a new Amazon Connect instance.

  4. Select an option in the Identity Management section and enter the Amazon Connect instance name in the Access URL field.

    • This step will create a Amazon Connect host URL as https://<instance-name>.my.connect.aws
  5. Click Next.
  6. Select Specify an administrator.
    • Fill in the following fields:
      • First name: First name of the administrator.
      • Last name: Last name of the administrator.
      • Username: User name for the administrator to sign in.
      • Password: Password for the administrator to sign in.
      • Password (verify): Reenter the password.

  7. Click Next.
  8. Select option(s) in the Telephony Options section.

  9. Click Next.
  10. Select an option on the Data storage page.

  11. Click Next.
  12. Review and click Edit to change your input.

  13. Click Create.

Sign in as an Administrator

The new instance you created is listed in Amazon Connect.

  1. Click the instance alias.
  2. Add a list of allowed origins to it by clicking Approved origins, as shown on the following screenshot:

  3. Go to the Overview option of the current instance and click the URL. A new web page opens on a different tab with the following screenshot:

  4. Sign in with the Administrator credentials you created while creating the instance.

    This credential gives you the admin access for the contact center and you can modify flows and groups, as required.

Run the code base

  1. Get the code base from this URL.
  2. Change the backend URL in config.js under scripts/config folder. This backend URL should provide Kore.ai the bot details and AgentAssist iframe token.
  3. Change the ccpUrl in initCCP.js. The ccpUrl should be in the following format:
    https://<amazon-connect-instance>.my.connect.aws/connect/ccp-v2
  4. Run any light-weight server to access this as a web page.
    Example: python  -m http.server <port-number> 
  5. After entering the local host URL, you should be able to see the following screen:

  6. If you initiate the chat, you should be able to see the following screen (Kore AgentAssist on the right):

Chat widget in Amazon Connect

  1. Sign in to the Amazon Connect instance.
  2. Go to Channels > Communication widget.
    • Here, you find the default widget. You can also create a new widget by clicking Add widget.

  3. Click the required widget.
    • You find the javascript sample code to run the widget on your local device. Copy the code.
  4. Paste the code into any HTML file, and run a sample application server.
    python  -m http.server <port-number>
  5. You should be able to see the following screen for the chat widget:
    • The following screenshot shows Amazon Connect integrated with AgentAssist: