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
SearchAssist
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

NICE MAX Desktop Chat and Voice

This document provides detailed instructions on the integration process of the Kore.ai Agent AI widget into the NICE MAX Desktop environment. It offers step-by-step guidance to ensure a smooth and efficient setup process, covering all necessary aspects of integration from start to finish. This integration will support all outstanding features of Agent AI such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, Transcription along with end of call summary and Custom Data passing such as agent name and ID to 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.
  • Signal API Access: Customers must configure NICE CXOne authentication to allow Kore.ai bots to interact with CXOne’s Signal API.
  • 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 Chat and Voice: Kore.ai will assist in provisioning the Studio script to ensure seamless integration with the CXOne platform.

Prerequisites

  • NiceCX administrator having access to a NICE CX Account and with privileges to set up the below configurations and able to receive calls and chats on agent desktop.
  • NICE CX Studio installed on your windows device.
  • Agent Assist Hub enabled for your account. Contact your NICE CX representative. Note 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 Configure Voice Channel and Chat for a walkthrough.

Definitions

Section Key Definition Reference
Nice CX Integration Hubs > Add Agent Assist App Agent AI URL The domain of the Agent AI.
NICE CX Studio > Import Chat & Voice Scripts 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 Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

BotId A unique identifier assigned to a bot. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

ClientId An identifier provided to a client application. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts 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 App AccountID A unique identifier assigned to an account. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App Kore Voice Gateway(KVG) For Saas in US region, value is wss://savg-webserver.kore.ai

For on-prem, refer to 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

  1. Sign in to your NICE account with the user name and password provided by the NICE customer support.
  2. Click the Applications Launcher button.

  3. A menu opens from the left side of the page. Click OTHERS > Automation & AI.

  4. Click Agent Assist Hub > Add Agent Assist App.
  5. Enter the name of the Agent Assist App in the AGENT ASSIST APP NAME field.
  6. Select Custom Agent Assist Endpoints.
  7. Click Next.

  8. Add the following settings with config parameters:
    1. Agent UI Option: Available by default 
    2. App URL: {Agent AI URL}/integrations/nice/iframe/?params={scriptparams}
    3. App Title: Kore Agent AI (change as needed)
    4. Participants: Both
    5. Text Relay Endpoint:{Agent AI URL}/integrations/nice/relay/toKore

    6. 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.
  9. Scroll down and add the following Configuration Parameters. (only for chat)

  10. Click Create.

Step 2: NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

  1. Download the script for chat / script for voice from the Kore.ai Nice integration repository.
  2. Open the NICE CX Studio app from your desktop.
  3. Click File > Import from File.
  4. Select the downloaded script for chat / voice.
  5. Double-click the Generate Iframe Params tile.
     

  6. 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
    2. Custom Data: The “customdata” object in the script can be used to pass information to the Agent AI Bot. During runtime, this customdata will be 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:

      1. customdata.agentName="Agent"
      2. customdata.agentID="1234"
    3. NICE CX Credentials: Base region URL is the Host URL of the login page. If the URL for ACD is https://home-abc.nice-incontact.com, then the API URL would be https://api-abc.nice-incontact.com. Also, it is necessary to use the URLs without the trailing slash.
        1. NICE CX API Access Key
        2. NICE CX API Access Key Secret
        3. NICE CX API URL
        4. NICE CX Base Region URL
          Note: Refer to https://help.nice-incontact.com/content/admin/security/manageaccesskeys.htm to create NICE CX API Access Key and NICE CX API Access Key Secret.
  7. Double-click the Agent Assist tile.
  8. Select the checkbox against the Agent Assist instance you created in the above step.

  9. Click Yes.

  10. 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 Chat/Voice Script

  1. Go to the NICE home page.
  2. Click the Application Launcher button.
  3. Click ACD.
  4. Click Points of Contact.
  5. Click the Chat Endpoint you want to attach with AgentAssist. For voice, click the number you want to attach with AgentAssist.
  6. Click Edit.
  7. Change the script based on your needs.
  8. 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 chat/voice screen automatically closes once the session ends.

Access Custom Data in Agent AI Bot

You can access Custom Data in Welcome Events in Agent AI configuration page and in Dialog Tasks in Agent AI automation page.

Custom Data can be accessed as

{{context.session.UserContext.customData.<key>}}

Welcome Events:

Dialog Tasks:

In the Dialog Task, open a Message node, and click MANAGE RESPONSES.

Chat Simulation

  1. Go to the NICE home page.
  2. Click the Application Launcher button.
  3. Click MAX.
  4. Select Integrated Softphone, and click Connect.
  5. Change the status to Available.

  6. Go back to the NICE home page, and click Application Launcher > ACD.
  7. Click Points of Contact.
  8. Click the Chat Point of Contact you have created.

  9. Copy the Point of Contact URL, and open it in a new tab.
  10. Initiate the chat from here. A chat request appears on the MAX desktop.
  11. Click Accept.
  12. Click End to disconnect the chat.

  13. Click End again to confirm ending the chat.
    1. The chat Summary pop-up triggers at the end of the chat session.
  14. Select the disposition, and click Save & Close.

Voice Simulation

  1. Go to the NICE home page.
  2. Click Application Launcher > MAX.

  3. Select Integrated Softphone, and click Connect.
  4. Change the status to Available.

  5. Go back to the NICE home page, and click Application Launcher > ACD.
  6. Click Points of Contact.
  7. Click the Voice Point of Contact you have created.

  8. Copy the Phone Number, and initiate the call.
  9. A voice request appears on the MAX desktop. Click Accept.
  10. Click Hang Up to disconnect the call.

  11. Click Hang Up again to confirm disconnection of the call.
    1. The Call summary pop-up gets triggered at the end of the call session.
  12. Select the disposition, and click Save & Close.

NICE MAX Desktop Chat and Voice

This document provides detailed instructions on the integration process of the Kore.ai Agent AI widget into the NICE MAX Desktop environment. It offers step-by-step guidance to ensure a smooth and efficient setup process, covering all necessary aspects of integration from start to finish. This integration will support all outstanding features of Agent AI such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, Transcription along with end of call summary and Custom Data passing such as agent name and ID to 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.
  • Signal API Access: Customers must configure NICE CXOne authentication to allow Kore.ai bots to interact with CXOne’s Signal API.
  • 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 Chat and Voice: Kore.ai will assist in provisioning the Studio script to ensure seamless integration with the CXOne platform.

Prerequisites

  • NiceCX administrator having access to a NICE CX Account and with privileges to set up the below configurations and able to receive calls and chats on agent desktop.
  • NICE CX Studio installed on your windows device.
  • Agent Assist Hub enabled for your account. Contact your NICE CX representative. Note 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 Configure Voice Channel and Chat for a walkthrough.

Definitions

Section Key Definition Reference
Nice CX Integration Hubs > Add Agent Assist App Agent AI URL The domain of the Agent AI.
NICE CX Studio > Import Chat & Voice Scripts 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 Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

BotId A unique identifier assigned to a bot. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

ClientId An identifier provided to a client application. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App

+

NICE CX Studio > Import Chat & Voice Scripts 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 App AccountID A unique identifier assigned to an account. Channels > Chat section of the Agent AI configuration portal.
Nice CX Integration Hubs > Add Agent Assist App Kore Voice Gateway(KVG) For Saas in US region, value is wss://savg-webserver.kore.ai

For on-prem, refer to 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

  1. Sign in to your NICE account with the user name and password provided by the NICE customer support.
  2. Click the Applications Launcher button.

  3. A menu opens from the left side of the page. Click OTHERS > Automation & AI.

  4. Click Agent Assist Hub > Add Agent Assist App.
  5. Enter the name of the Agent Assist App in the AGENT ASSIST APP NAME field.
  6. Select Custom Agent Assist Endpoints.
  7. Click Next.

  8. Add the following settings with config parameters:
    1. Agent UI Option: Available by default 
    2. App URL: {Agent AI URL}/integrations/nice/iframe/?params={scriptparams}
    3. App Title: Kore Agent AI (change as needed)
    4. Participants: Both
    5. Text Relay Endpoint:{Agent AI URL}/integrations/nice/relay/toKore

    6. 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.
  9. Scroll down and add the following Configuration Parameters. (only for chat)

  10. Click Create.

Step 2: NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

  1. Download the script for chat / script for voice from the Kore.ai Nice integration repository.
  2. Open the NICE CX Studio app from your desktop.
  3. Click File > Import from File.
  4. Select the downloaded script for chat / voice.
  5. Double-click the Generate Iframe Params tile.
     

  6. 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
    2. Custom Data: The “customdata” object in the script can be used to pass information to the Agent AI Bot. During runtime, this customdata will be 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:

      1. customdata.agentName="Agent"
      2. customdata.agentID="1234"
    3. NICE CX Credentials: Base region URL is the Host URL of the login page. If the URL for ACD is https://home-abc.nice-incontact.com, then the API URL would be https://api-abc.nice-incontact.com. Also, it is necessary to use the URLs without the trailing slash.
        1. NICE CX API Access Key
        2. NICE CX API Access Key Secret
        3. NICE CX API URL
        4. NICE CX Base Region URL
          Note: Refer to https://help.nice-incontact.com/content/admin/security/manageaccesskeys.htm to create NICE CX API Access Key and NICE CX API Access Key Secret.
  7. Double-click the Agent Assist tile.
  8. Select the checkbox against the Agent Assist instance you created in the above step.

  9. Click Yes.

  10. 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 Chat/Voice Script

  1. Go to the NICE home page.
  2. Click the Application Launcher button.
  3. Click ACD.
  4. Click Points of Contact.
  5. Click the Chat Endpoint you want to attach with AgentAssist. For voice, click the number you want to attach with AgentAssist.
  6. Click Edit.
  7. Change the script based on your needs.
  8. 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 chat/voice screen automatically closes once the session ends.

Access Custom Data in Agent AI Bot

You can access Custom Data in Welcome Events in Agent AI configuration page and in Dialog Tasks in Agent AI automation page.

Custom Data can be accessed as

{{context.session.UserContext.customData.<key>}}

Welcome Events:

Dialog Tasks:

In the Dialog Task, open a Message node, and click MANAGE RESPONSES.

Chat Simulation

  1. Go to the NICE home page.
  2. Click the Application Launcher button.
  3. Click MAX.
  4. Select Integrated Softphone, and click Connect.
  5. Change the status to Available.

  6. Go back to the NICE home page, and click Application Launcher > ACD.
  7. Click Points of Contact.
  8. Click the Chat Point of Contact you have created.

  9. Copy the Point of Contact URL, and open it in a new tab.
  10. Initiate the chat from here. A chat request appears on the MAX desktop.
  11. Click Accept.
  12. Click End to disconnect the chat.

  13. Click End again to confirm ending the chat.
    1. The chat Summary pop-up triggers at the end of the chat session.
  14. Select the disposition, and click Save & Close.

Voice Simulation

  1. Go to the NICE home page.
  2. Click Application Launcher > MAX.

  3. Select Integrated Softphone, and click Connect.
  4. Change the status to Available.

  5. Go back to the NICE home page, and click Application Launcher > ACD.
  6. Click Points of Contact.
  7. Click the Voice Point of Contact you have created.

  8. Copy the Phone Number, and initiate the call.
  9. A voice request appears on the MAX desktop. Click Accept.
  10. Click Hang Up to disconnect the call.

  11. Click Hang Up again to confirm disconnection of the call.
    1. The Call summary pop-up gets triggered at the end of the call session.
  12. Select the disposition, and click Save & Close.