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

AgentAssist Setup Guide

This setup guide helps you get started using AgentAssist. Learn how to sign up, set up, configure, and use AgentAssist.

AgentAssist setup consists of the following steps:

  1. Sign Up for AgentAssist: The AgentAssist onboarding journey starts with Signing up for AgentAssist. AgentAssist login needs to be unique on the Kore.ai platform. The XO Platform automatically creates a workspace using the login you signed up with. Learn more.  
  2. Create a Bot: An AgentAssist bot is integrated into the Kore.ai XO Platform to handle customer conversations using an AI-enabled virtual assistant (bot). You can create the AgentAssist bot from scratch on the Kore.ai XO Platform. You can also import a bot or use an existing bot on the platform. Learn more.
  3. Create Use Cases: A use case is defined as the user intent that must be addressed by the application. Use cases are fundamental building blocks for AgentAssist. You can configure Q&A and Conversations use cases for AgentAssist and customize chat and call experiences for each such use case. Learn more.
  4. Configure Welcome Event: Welcome Events are pre-configured messages or prompts automatically triggered when a conversation is assigned to an agent in AgentAssist. You can configure Welcome Events for both chat and voice interactions to provide consistent and relevant information to agents at the start of a conversation. Learn more.
  5. Configure the AgentAssist Widget: AgentAssist is your agent’s personal intelligent virtual assistant. Agents collaborate one-on-one with AgentAssist, asking questions or initiating tasks for AgentAssist to perform in parallel during live conversations with customers. It results in faster resolution of customer queries, thereby significantly reducing the Average Handle time (AHT). Learn more.
  6. Configure and Enable LLM & Generative AI Features: AgentAssist provides out-of-box integration with OpenAI and Azure OpenAI models. You can enable these models and leverage their advanced capabilities across Generative AI features in AgentAssist. Learn more.
  7. Configure Knowledge Retrieval (optional): SearchAssist is Kore.ai’s conversational search platform that delivers a personalized and contextualized search experience for users/agents. When AgentAssist is integrated with the SearchAssist application, data from all the sources configured in the application will be accessible to agents via the AgentAssist widget. To configure Knowledge Retrieval via SearchAssist, you can create a SearchAssist app, customize it to return search results in the desired way, configure a channel in the SearchAssist app to interact with the AgentAssist instance, and then link the app with your AgentAssist account via Configure > System Setup > SearchAssist. Learn more.
  8. Configure Agent Real-time Coaching: This feature enables real-time agent coaching based on the analysis of agent utterances and speech. You can configure specific utterances and speech patterns for AgentAssist to take relevant actions, such as providing hints and nudges or emailing the manager when those patterns occur. Learn more.
  9. Configure Playbook: This feature provides agents with structured guidance and streamlines task management. Supervisors can define stages and steps to follow, choose step progression (sequential or random), mark whether the steps are completed manually or automatically, and set adherence notifications. Supervisors can leverage this feature to gain valuable insights into agent adherence to specific playbook steps. They can use this data to enhance agents’ ability to handle interactions and significantly improve customer satisfaction. Learn more.
  10. Configure Voice or Chat Channel: The voice channel helps you configure how SmartAssist handles automation for inbound voice calls. Use the chat channel details to configure AgentAssist in a third-party agent desktop console for chat. Learn more.
  11. Configure AgentAssist in your third-party Agent Desktop Console: The Kore.ai AgentAssist package is available in a third-party store or marketplace. You can install the package and configure AgentAssist for leading agent desktop consoles, for example, Salesforce, Zendesk, Genesys, etc.
  12. Let your agents know about the AgentAssist widget: The AgentAssist widget is available from your agent desktop console. The widget displays the FAQ and the Automation options that can provide real-time assistance to agents. To learn more, refer your agents to the following articles: AgentAssist Widget and Bot Override and Automation.

AgentAssist Setup Guide

This setup guide helps you get started using AgentAssist. Learn how to sign up, set up, configure, and use AgentAssist.

AgentAssist setup consists of the following steps:

  1. Sign Up for AgentAssist: The AgentAssist onboarding journey starts with Signing up for AgentAssist. AgentAssist login needs to be unique on the Kore.ai platform. The XO Platform automatically creates a workspace using the login you signed up with. Learn more.  
  2. Create a Bot: An AgentAssist bot is integrated into the Kore.ai XO Platform to handle customer conversations using an AI-enabled virtual assistant (bot). You can create the AgentAssist bot from scratch on the Kore.ai XO Platform. You can also import a bot or use an existing bot on the platform. Learn more.
  3. Create Use Cases: A use case is defined as the user intent that must be addressed by the application. Use cases are fundamental building blocks for AgentAssist. You can configure Q&A and Conversations use cases for AgentAssist and customize chat and call experiences for each such use case. Learn more.
  4. Configure Welcome Event: Welcome Events are pre-configured messages or prompts automatically triggered when a conversation is assigned to an agent in AgentAssist. You can configure Welcome Events for both chat and voice interactions to provide consistent and relevant information to agents at the start of a conversation. Learn more.
  5. Configure the AgentAssist Widget: AgentAssist is your agent’s personal intelligent virtual assistant. Agents collaborate one-on-one with AgentAssist, asking questions or initiating tasks for AgentAssist to perform in parallel during live conversations with customers. It results in faster resolution of customer queries, thereby significantly reducing the Average Handle time (AHT). Learn more.
  6. Configure and Enable LLM & Generative AI Features: AgentAssist provides out-of-box integration with OpenAI and Azure OpenAI models. You can enable these models and leverage their advanced capabilities across Generative AI features in AgentAssist. Learn more.
  7. Configure Knowledge Retrieval (optional): SearchAssist is Kore.ai’s conversational search platform that delivers a personalized and contextualized search experience for users/agents. When AgentAssist is integrated with the SearchAssist application, data from all the sources configured in the application will be accessible to agents via the AgentAssist widget. To configure Knowledge Retrieval via SearchAssist, you can create a SearchAssist app, customize it to return search results in the desired way, configure a channel in the SearchAssist app to interact with the AgentAssist instance, and then link the app with your AgentAssist account via Configure > System Setup > SearchAssist. Learn more.
  8. Configure Agent Real-time Coaching: This feature enables real-time agent coaching based on the analysis of agent utterances and speech. You can configure specific utterances and speech patterns for AgentAssist to take relevant actions, such as providing hints and nudges or emailing the manager when those patterns occur. Learn more.
  9. Configure Playbook: This feature provides agents with structured guidance and streamlines task management. Supervisors can define stages and steps to follow, choose step progression (sequential or random), mark whether the steps are completed manually or automatically, and set adherence notifications. Supervisors can leverage this feature to gain valuable insights into agent adherence to specific playbook steps. They can use this data to enhance agents’ ability to handle interactions and significantly improve customer satisfaction. Learn more.
  10. Configure Voice or Chat Channel: The voice channel helps you configure how SmartAssist handles automation for inbound voice calls. Use the chat channel details to configure AgentAssist in a third-party agent desktop console for chat. Learn more.
  11. Configure AgentAssist in your third-party Agent Desktop Console: The Kore.ai AgentAssist package is available in a third-party store or marketplace. You can install the package and configure AgentAssist for leading agent desktop consoles, for example, Salesforce, Zendesk, Genesys, etc.
  12. Let your agents know about the AgentAssist widget: The AgentAssist widget is available from your agent desktop console. The widget displays the FAQ and the Automation options that can provide real-time assistance to agents. To learn more, refer your agents to the following articles: AgentAssist Widget and Bot Override and Automation.