GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Agent AI Migration from XO v10 to v11
Release Updates
Release Notes
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Third Party Configuration
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Conversation Events
LLM and Generative AI
Access Custom Data in Agent AI Bot
Linked Services
Agent Coaching
Playbook
Customizing the Agent AI 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 using CCP
Amazon Connect with AgentAssist Chat Using 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
Chat
Legacy Chat Configuration
Messaging in App and Web (New Chat)
AgentAssist Configuration - Chat
Voice
Salesforce Service Cloud Voice (Amazon Connect Telephony)
Genesys Adapters
AgentAssist Voice Integration with Genesys CTI
Agent AI Voice Integration with CX Cloud from Genesys and Salesforce
NICE-CTI
Kore Agent AI with Salesforce NICE CX-CTI
Kore Agent AI with Salesforce NICE CX-CTI for Outbound Calls
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 using Kore Data Table
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
ServiceNow
NICE CX
NICE MAX Desktop (Chat and Voice)
NICE MAX Desktop for Outbound Calls
NICE Agent Desktop (Voice)
Talkdesk
Twilio
Five9
Agent AI Chat Integration with Five9

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations
Agentic Copilot

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

Amazon Connect with AgentAssist – Voice via AWS Third Party Applications

This document describes the integration process of Amazon Connect with Kore Agent AI – Voice, using AWS third-party applications. This integration enables Amazon Connect to receive voice calls while Agent AI provides real-time support to agents. Audio streams from both the user and agent are captured and processed using Amazon Kinesis Video Streams. AWS Lambda functions manage transcription and token generation for seamless interaction. Agent AI is embedded into the Amazon Connect agent workspace to deliver AI-powered assistance such as Agentic Copilot, Next Best Action, Agent Coaching, Agent Playbook, sentiment analysis, EOC Summary and more throughout the conversation.

High-level architecture

Prerequisites

  • Amazon Connect instance with admin privileges.
  • Kore Agent AI account.
  • Basic know-how of Amazon Connect.
  • Ability to receive voice calls on Amazon Connect agent desktop.
  • AWS Lambda
  • An account associated with the AWS Client ID and Secret with Read permissions to Amazon  Kinesis Streams.
  • Transcription trigger, a microservice that extracts the required parameters from the request body and generates the KVS Processing executable as a separate process with the parameters (like Contact Details, Credentials, and Voice Gateway).

Integration Setup Guide

Kore Agent AI

To onboard the Kore Agent AI account and create dialog tasks, refer to the Agent AI Setup Guide.

AWS Lambda

KVS Trigger

This function retrieves call stream metadata and AWS credentials from the environment, generates a credential set (SessionToken, AccessKeyId, SecretAccessKey) for KVS access, and triggers the Transcriber to send transcripts to the Kore bot with the current Conversation ID.

  • Download the Lambda from here and upload to AWS.
  • Go to Create function.
  • Enter a name in the Function name field.

  • Go to Upload from.

    • Upload the Lambda zipped file.
    • Click Save.
  • Go to Runtime settings.
  • Click Edit and change the Handler name from index.handler to kvs_trigger.handler.

  • Go to Configuration > Environment variables.

  • Create the following environment variables within the Lambda:
    • kvsAccessKeyId – AWS Client ID
    • kvsSecretAccessKey – AWS Client Secret
    • region – add your AWS Region
    • transcriberURL – https://agentassist.kore.ai/integrations/amzn/voice/
    • For regions other than the US-prod, replace the above domain with your Agent AI domain.

      Steps to get the AWS Client ID and Secret
    • Ensure the account associated with the AWS Client ID and Secret has Read permissions to Amazon KVS Kinesis Streams.
    • Get your AWS Client ID and Secret from IAM:
      1. Go to IAM > Users.
      2. Click Users > Security credentials tab.
      3. Click Create access key.
      4. Select Use case as Application running on an AWS compute service.
      5. Click next.
      6. Enter a description tag, and then click create access key.

  • The final configuration should appear like the following image

IFrame Token Generator

This function generates the Kore Agent AI IFrame widget token to display properly within the Amazon Connect agent workspace.

  • Download the Lambda from here and upload this function on Lambda .

AWS Connect Third Party Application Configuration

This includes the Kore Agent AI widget that renders within the Amazon Connect Agent Workspace with the context of the current conversation.

  1. Go to Amazon Connect > Third-party applications.
  2. Click Add application.
  3. Enter a Display name for your app – for example, Kore.ai AgentAssist Application.
  4. Enter a Namespace for the app – for example, kore.ai-example-ns.
  5. Enter “https://agentassist.kore.ai/integrations/amzn/tpa-voice/” in the Access URL field.
  6. Select all the instances that you want to enable AgentAssist for in the Instance association – optional field.

    Note: Third Party Apps are not supported for SAML based Amazon Connect instances. To use Kore.ai AgentAssist with SAML based Amazon Connect Instances, refer to this doc.
  7. Click Add application.

Amazon Connect

Configuring Amazon Connect Instance

  1. Select your Amazon Connect instance. (To create a new instance, follow Create an Amazon Connect instance.)
  2. Click Data storage.
  3. Click Edit next to Live media streaming. Here, you must create instances of Kinesis Video Streams.

  4. Add an appropriate Prefix for the Kinesis Video Streams and select an AWS Key Management Service.
  5. Set an appropriate Data retention period – 1 hour should be enough for Kore.ai AgentAssist use cases.
  6. Click Save.
  7. Click Data streaming.
  8. Select the Enable data streaming checkbox.
  9. Select Kinesis Stream.
  10. Click Create a new Kinesis Stream for this application, or select an existing one from the dropdown list. You can use the same stream for Contact Trace Records (CTRs) and Agent Events.
  11. Click Save.
  12. Click Flows.

  13. Click Choose an option under AWS Lambda.
  14. Select KVS Trigger Lambda from the dropdown list.
  15. Click Add Lambda Function.

  16. Follow the above two steps for the IFrame Token Generator Lambda.

Configuring Amazon Connect Contact Flow

  1. Sign in to your Amazon Connect Instance.
  2. Click Flows.
  3. Click Create flow.
  4. Click the dropdown list icon.
  5. Click Import.
  6. Select KoreAgentAssist.json from the file upload menu. You can download it from here.

  7. Click Import.
  8. Click Set contact attributes, and enter the required fields:
    • botId: Add that Bot iD screen
    • clientId
    • clientSecret
    • sipUri: Add this “sip:XXXX@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com” replace XXXX with your SIPREC Configuration in Agent AI 
    • agentassistUrl
    • wssUrl: Add “wss://savg-webserver.kore.ai”
    • accountId
    • languageCode: Add “en”
  9. Click Save.
  10. Click Start Stream and Transcription in Kore Lambda.
  11. Select your Trigger Lambda Function from the dropdown list.
  12. Click Save.
  13. Click Kore Token Generator for TPA Lambda.
  14. Select your IFrame token generation Lambda.
  15. Click Save.
  16. For the Transfer to Flow, select a flow you want to move the user to. For example, save the following JSON in a file, import this flow to Flows, and add Queue details for routing:
    KVSQueueFlow.json
  17. To use agent dispositions, configure the Set Event Flow block with Disconnect flow for Agent UI hook by importing this flow and selecting it. If not, you can delete the block and connect the remaining blocks to the disconnect block.
    Note: The disposition saving logic is at your discretion. Implement as per your use case. Some examples are:

    • Use a Lambda to store it within a document database.
    • Pass the data via a webhook to a third-party CRM.

  18. Click Save, and publish the flow.

Attaching Contact Flow to Phone Number

  1. Click Channels > Phone numbers.
  2. Select the Phone Number to attach to the flow. If you don’t have a number, go through How to get an Amazon Connect phone number in your current country to claim a phone number.
  3. Click the dropdown list to select the Contact flow.
  4. Click the AgentAssist flow you created.
  5. Click Save.

Test Your Integration

  1. Open Agent Workspace from the home screen of your Amazon Connect instance.

  2. Change the agent status to Available. All the third-party applications created in the earlier steps will be visible on the right side under the Apps dropdown.

  3. Call the Amazon Connect number. Once the incoming call lands into the agent desktop, accept it.
  4. Click the Apps section, and open the third-party application created earlier.

    • The Agent AI widget renders on the right side of the screen.

    • The Agent AI widget listens to all the user and agent conversation, and the transcript is visible on the Transcript tab of the widget.

    • Based on the use case/dialog task configuration in your Agent AI portal, real-time suggestions appear on the Assist Home tab of the widget from the user message in the transcription.
    • Once the call is disconnected, a call summary appears. The agent can modify the summary or copy it to save it into the CRM.

Amazon Connect with AgentAssist – Voice via AWS Third Party Applications

This document describes the integration process of Amazon Connect with Kore Agent AI – Voice, using AWS third-party applications. This integration enables Amazon Connect to receive voice calls while Agent AI provides real-time support to agents. Audio streams from both the user and agent are captured and processed using Amazon Kinesis Video Streams. AWS Lambda functions manage transcription and token generation for seamless interaction. Agent AI is embedded into the Amazon Connect agent workspace to deliver AI-powered assistance such as Agentic Copilot, Next Best Action, Agent Coaching, Agent Playbook, sentiment analysis, EOC Summary and more throughout the conversation.

High-level architecture

Prerequisites

  • Amazon Connect instance with admin privileges.
  • Kore Agent AI account.
  • Basic know-how of Amazon Connect.
  • Ability to receive voice calls on Amazon Connect agent desktop.
  • AWS Lambda
  • An account associated with the AWS Client ID and Secret with Read permissions to Amazon  Kinesis Streams.
  • Transcription trigger, a microservice that extracts the required parameters from the request body and generates the KVS Processing executable as a separate process with the parameters (like Contact Details, Credentials, and Voice Gateway).

Integration Setup Guide

Kore Agent AI

To onboard the Kore Agent AI account and create dialog tasks, refer to the Agent AI Setup Guide.

AWS Lambda

KVS Trigger

This function retrieves call stream metadata and AWS credentials from the environment, generates a credential set (SessionToken, AccessKeyId, SecretAccessKey) for KVS access, and triggers the Transcriber to send transcripts to the Kore bot with the current Conversation ID.

  • Download the Lambda from here and upload to AWS.
  • Go to Create function.
  • Enter a name in the Function name field.

  • Go to Upload from.

    • Upload the Lambda zipped file.
    • Click Save.
  • Go to Runtime settings.
  • Click Edit and change the Handler name from index.handler to kvs_trigger.handler.

  • Go to Configuration > Environment variables.

  • Create the following environment variables within the Lambda:
    • kvsAccessKeyId – AWS Client ID
    • kvsSecretAccessKey – AWS Client Secret
    • region – add your AWS Region
    • transcriberURL – https://agentassist.kore.ai/integrations/amzn/voice/
    • For regions other than the US-prod, replace the above domain with your Agent AI domain.

      Steps to get the AWS Client ID and Secret
    • Ensure the account associated with the AWS Client ID and Secret has Read permissions to Amazon KVS Kinesis Streams.
    • Get your AWS Client ID and Secret from IAM:
      1. Go to IAM > Users.
      2. Click Users > Security credentials tab.
      3. Click Create access key.
      4. Select Use case as Application running on an AWS compute service.
      5. Click next.
      6. Enter a description tag, and then click create access key.

  • The final configuration should appear like the following image

IFrame Token Generator

This function generates the Kore Agent AI IFrame widget token to display properly within the Amazon Connect agent workspace.

  • Download the Lambda from here and upload this function on Lambda .

AWS Connect Third Party Application Configuration

This includes the Kore Agent AI widget that renders within the Amazon Connect Agent Workspace with the context of the current conversation.

  1. Go to Amazon Connect > Third-party applications.
  2. Click Add application.
  3. Enter a Display name for your app – for example, Kore.ai AgentAssist Application.
  4. Enter a Namespace for the app – for example, kore.ai-example-ns.
  5. Enter “https://agentassist.kore.ai/integrations/amzn/tpa-voice/” in the Access URL field.
  6. Select all the instances that you want to enable AgentAssist for in the Instance association – optional field.

    Note: Third Party Apps are not supported for SAML based Amazon Connect instances. To use Kore.ai AgentAssist with SAML based Amazon Connect Instances, refer to this doc.
  7. Click Add application.

Amazon Connect

Configuring Amazon Connect Instance

  1. Select your Amazon Connect instance. (To create a new instance, follow Create an Amazon Connect instance.)
  2. Click Data storage.
  3. Click Edit next to Live media streaming. Here, you must create instances of Kinesis Video Streams.

  4. Add an appropriate Prefix for the Kinesis Video Streams and select an AWS Key Management Service.
  5. Set an appropriate Data retention period – 1 hour should be enough for Kore.ai AgentAssist use cases.
  6. Click Save.
  7. Click Data streaming.
  8. Select the Enable data streaming checkbox.
  9. Select Kinesis Stream.
  10. Click Create a new Kinesis Stream for this application, or select an existing one from the dropdown list. You can use the same stream for Contact Trace Records (CTRs) and Agent Events.
  11. Click Save.
  12. Click Flows.

  13. Click Choose an option under AWS Lambda.
  14. Select KVS Trigger Lambda from the dropdown list.
  15. Click Add Lambda Function.

  16. Follow the above two steps for the IFrame Token Generator Lambda.

Configuring Amazon Connect Contact Flow

  1. Sign in to your Amazon Connect Instance.
  2. Click Flows.
  3. Click Create flow.
  4. Click the dropdown list icon.
  5. Click Import.
  6. Select KoreAgentAssist.json from the file upload menu. You can download it from here.

  7. Click Import.
  8. Click Set contact attributes, and enter the required fields:
    • botId: Add that Bot iD screen
    • clientId
    • clientSecret
    • sipUri: Add this “sip:XXXX@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com” replace XXXX with your SIPREC Configuration in Agent AI 
    • agentassistUrl
    • wssUrl: Add “wss://savg-webserver.kore.ai”
    • accountId
    • languageCode: Add “en”
  9. Click Save.
  10. Click Start Stream and Transcription in Kore Lambda.
  11. Select your Trigger Lambda Function from the dropdown list.
  12. Click Save.
  13. Click Kore Token Generator for TPA Lambda.
  14. Select your IFrame token generation Lambda.
  15. Click Save.
  16. For the Transfer to Flow, select a flow you want to move the user to. For example, save the following JSON in a file, import this flow to Flows, and add Queue details for routing:
    KVSQueueFlow.json
  17. To use agent dispositions, configure the Set Event Flow block with Disconnect flow for Agent UI hook by importing this flow and selecting it. If not, you can delete the block and connect the remaining blocks to the disconnect block.
    Note: The disposition saving logic is at your discretion. Implement as per your use case. Some examples are:

    • Use a Lambda to store it within a document database.
    • Pass the data via a webhook to a third-party CRM.

  18. Click Save, and publish the flow.

Attaching Contact Flow to Phone Number

  1. Click Channels > Phone numbers.
  2. Select the Phone Number to attach to the flow. If you don’t have a number, go through How to get an Amazon Connect phone number in your current country to claim a phone number.
  3. Click the dropdown list to select the Contact flow.
  4. Click the AgentAssist flow you created.
  5. Click Save.

Test Your Integration

  1. Open Agent Workspace from the home screen of your Amazon Connect instance.

  2. Change the agent status to Available. All the third-party applications created in the earlier steps will be visible on the right side under the Apps dropdown.

  3. Call the Amazon Connect number. Once the incoming call lands into the agent desktop, accept it.
  4. Click the Apps section, and open the third-party application created earlier.

    • The Agent AI widget renders on the right side of the screen.

    • The Agent AI widget listens to all the user and agent conversation, and the transcript is visible on the Transcript tab of the widget.

    • Based on the use case/dialog task configuration in your Agent AI portal, real-time suggestions appear on the Assist Home tab of the widget from the user message in the transcription.
    • Once the call is disconnected, a call summary appears. The agent can modify the summary or copy it to save it into the CRM.