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

Configure SearchAssist

SearchAssist provides an intelligent, contextual, and personalized experience in every interaction across web and mobile channels. You can enhance the search capabilities of AgentAssist by integrating it with the SearchAssist application.

How Does It Work?

  1. Set up SearchAssist: Add all the information sources agents might need in their searches, like web pages, data, documents, and content from apps like ServiceNow and Confluence. Learn more.
  2. Link SearchAssist with AgentAssist: Administrators can link the SearchAssist application with the AgentAssist application, as explained in this document. Once linked, SearchAssist content is automatically available for AgentAssist as a service in runtime. Learn more.
  3. View SearchAssist data in AgentAssist: In the AgentAssist widget, agents can view relevant Snippets and Articles from the SearchAssist application, and Dialog tasks and FAQs from the XO Platform or the Use Cases of the AgentAssist application. Learn more.

How to Link SearchAssist with AgentAssist?

Linking a SearchAssist application with AgentAssist is a two-step process:

  1. Enable the communication channel in SearchAssist: First, create client credentials in SearchAssist with these API scopes – Ingest Data, Live Search, Full Search, Advanced Search, and Auto Suggestions. Then, enable a communication channel. For more information, refer to this guide.
  2. Use the client credentials to link the SearchAssist app with AgentAssist: See the steps below. 

 Steps to link the SearchAssist app with AgentAssist:

  1. Sign in to the AgentAssist application.
  2. Go to Configuration > System Setup and then click SearchAssist.
  3. On the SearchAssist page, turn on the Link SearchAssist with your AgentAssist Account toggle.
  4. Enter the following client credentials generated by the SearchAssist application:
    • Domain URL (Domain Name): This is the Domain Name where the SearchAssist application is hosted. An example of the supported Domain Name value is searchassist-pilot.kore.ai. (Do not include “https” or forward slash “/” in the Domain Name value.)
    • App ID: This corresponds to the App ID provided by the SearchAssist application.
    • Client ID: The Client ID generated by the SearchAssist application for communication.
    • Client Secret: The Client secret generated by the SearchAssist application for communication.
  5. Click Test Connection to verify the configuration.
    SearchAssist is linked with AgentAssist upon successful verification of the App Information and is marked as connected.

How Does It Help Agents?

When AgentAssist is integrated with SearchAssist, data from all the sources configured in the SearchAssist application are accessible to agents via the AgentAssist widget > Search tab. In the search results, Snippets and Articles are shown from the SearchAssist application, and Dialog tasks and FAQs are shown from the Use Cases of the AgentAssist application. Agents can quickly review the results and refer to the relevant information. They can also share relevant information directly from the search results with the customer. The screenshot below is an example showing an agent searching for “pizza” on the Search tab.

Configure SearchAssist

SearchAssist provides an intelligent, contextual, and personalized experience in every interaction across web and mobile channels. You can enhance the search capabilities of AgentAssist by integrating it with the SearchAssist application.

How Does It Work?

  1. Set up SearchAssist: Add all the information sources agents might need in their searches, like web pages, data, documents, and content from apps like ServiceNow and Confluence. Learn more.
  2. Link SearchAssist with AgentAssist: Administrators can link the SearchAssist application with the AgentAssist application, as explained in this document. Once linked, SearchAssist content is automatically available for AgentAssist as a service in runtime. Learn more.
  3. View SearchAssist data in AgentAssist: In the AgentAssist widget, agents can view relevant Snippets and Articles from the SearchAssist application, and Dialog tasks and FAQs from the XO Platform or the Use Cases of the AgentAssist application. Learn more.

How to Link SearchAssist with AgentAssist?

Linking a SearchAssist application with AgentAssist is a two-step process:

  1. Enable the communication channel in SearchAssist: First, create client credentials in SearchAssist with these API scopes – Ingest Data, Live Search, Full Search, Advanced Search, and Auto Suggestions. Then, enable a communication channel. For more information, refer to this guide.
  2. Use the client credentials to link the SearchAssist app with AgentAssist: See the steps below. 

 Steps to link the SearchAssist app with AgentAssist:

  1. Sign in to the AgentAssist application.
  2. Go to Configuration > System Setup and then click SearchAssist.
  3. On the SearchAssist page, turn on the Link SearchAssist with your AgentAssist Account toggle.
  4. Enter the following client credentials generated by the SearchAssist application:
    • Domain URL (Domain Name): This is the Domain Name where the SearchAssist application is hosted. An example of the supported Domain Name value is searchassist-pilot.kore.ai. (Do not include “https” or forward slash “/” in the Domain Name value.)
    • App ID: This corresponds to the App ID provided by the SearchAssist application.
    • Client ID: The Client ID generated by the SearchAssist application for communication.
    • Client Secret: The Client secret generated by the SearchAssist application for communication.
  5. Click Test Connection to verify the configuration.
    SearchAssist is linked with AgentAssist upon successful verification of the App Information and is marked as connected.

How Does It Help Agents?

When AgentAssist is integrated with SearchAssist, data from all the sources configured in the SearchAssist application are accessible to agents via the AgentAssist widget > Search tab. In the search results, Snippets and Articles are shown from the SearchAssist application, and Dialog tasks and FAQs are shown from the Use Cases of the AgentAssist application. Agents can quickly review the results and refer to the relevant information. They can also share relevant information directly from the search results with the customer. The screenshot below is an example showing an agent searching for “pizza” on the Search tab.