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:

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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:

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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.