Agent AI Widget

The Agent AI widget gives agents real-time AI assistance during customer interactions. It surfaces Dialog Tasks, Playbooks, coaching prompts, sentiment data, transcriptions, and summaries-all from a single panel.

Features

Feature	Description
Dialog Tasks	Pre-configured use cases that trigger when customer intent matches. Reduces manual typing.
Playbooks	Structured guidance for handling customer interactions step by step.
Real-time Agent Coaching	On-screen hints and nudges triggered by agent utterances and speech patterns.
Real-time Sentiment Analysis	Time-based graph showing customer emotional tone throughout the conversation.
Transcription	Live text transcription of voice calls. Agents can pause and resume to exclude PII.
Auto Summarization	Automatic conversation summaries to speed up decision-making.
Generate Summary	On-demand summary generation (up to 2 times per agent per conversation), including during transfers.
PII Redaction	Removes personally identifiable information from the agent view and transcripts.
Feedback	Agents rate suggestions to continuously improve AI recommendations.
Next Best Action	Suggests and runs Dialog Tasks for faster query resolution.
Multi-language Support	Agents can switch languages in real time to match customer preferences.
Knowledge AI	Customizable search results and FAQ suggestions from the knowledge base.
File/Image Attachments	Supports uploads up to 25 MB during live conversations.
Theme Selection	Dark or light widget theme.
In-line Digital Forms	Collect customer data through forms embedded in the widget.
Agentic Copilot	Runs conversations autonomously. Agents can cancel, override, or edit responses.
Auto Scroll	Scrolls to the latest message automatically.

The widget has five tabs-Search, My AI Agent (Bot), Assist, Transcript (voice only), and More-plus Settings and Theme controls.

Search Tab

Shows all configured Dialog Tasks and supports searching for Dialog Tasks, FAQs, Generative AI answers, web pages, and files. Content updates automatically based on the conversation.

Button	Action
Run	Runs a configured Dialog Task immediately.
Run with Agent’s Input	Runs a Dialog Task with agent-provided inputs. Moves you to the My AI Agent (Bot) tab.
Spyglass icon	Submits the search query (or press Enter).

Error States

Condition	Display
Timeout or dialog tasks not configured
Consecutive timeout
Server error
Dialog Tasks not found
No matching results

My AI Agent (Bot) Tab

Lets agents run automations independently using their own inputs. Useful when automation fails mid-conversation or when agents need to run parallel queries without affecting the customer interaction.

The tab displays Next Best Action suggestions based on the current conversation status.

Assist Tab

The primary agent workspace. Monitors conversations automatically and surfaces Dialog Tasks, FAQs, Knowledge AI results, Playbooks, Agentic Copilot messages, and coaching prompts.

The Assist tab:

Suggests the best response based on conversation context.
Displays Agentic Copilot messages with a configurable delay (up to 10 seconds) before auto sending.
Retrieves knowledge base content based on customer intent.
Shows historical automation runs and conversation history.
Supports file and image attachments up to 25 MB.
Allows on-demand summary generation (up to 2 times per conversation).

Assist Tab Controls

Control	Description
Running Playbook stages	Shows total and adhered stages (for example, 1/3 means 1 of 3 stages completed).
Proceed to Close	Moves a running playbook from Open to Close status.
Send / Copy	Send the message as-is or copy it to customize before sending.
Up / Down arrows	Jump to first or last message in the tab.
Resume	Resumes a paused playbook when switching between playbooks.
List View	Shows all entity entries captured in the conversation.
Generate Summary	Generates an on-demand conversation summary.
Restart	Restarts the Dialog Task from the beginning or with captured inputs.
Terminate	Stops the running Dialog Task. Options: Terminate, Cancel, or Continue with Override.
Maximize / Minimize	Expands or collapses the section.
Playbook adherence	Mark a step as complete manually if automatic detection doesn’t trigger.

Agentic Copilot Messages

After Welcome Events execute, the widget displays: “Agentic Copilot is actively listening to your conversation and ready to assist automatically.”

Each Agentic message includes a Sending button that delays auto send for up to 10 seconds. During this window:

Select x to cancel auto send.
Select Copy to move the message to the chat input field.
Select Send to send immediately.
Select Override to discard the Agentic response and type your own.
Use the Stop/Resume icon (top-right) to pause or resume auto send globally.
Use the Pause/Resume icon (top-right) to pause or resume the Agentic app.

Auto-send disables automatically if Agentic Copilot fails to respond.
For messages outside the app’s scope, Agentic indicates it can’t respond.
To regenerate a failed response, double-click the corresponding customer message.

Generate Summary

Agents can generate on-demand summaries at any point during a conversation, up to two times. Previous summaries with timestamps remain visible during agent transfers.

Enable the Generate Summary toggle in Widget Theming > Layout Customization > Assist Action Menu Layout to activate this feature.

Attachment Support

Attachments are limited to one file at a time, up to 25 MB. If the file is detected automatically:

A “waiting…” indicator appears.
On success, the file name appears in the input field with a View button.

Preview opens within the widget with Back and Close buttons.

If the file isn’t detected: An Override option appears. Select it, then choose the file from your local directory. Confirm with the tick mark or reject with the close icon.

Error messages:

Error	Display
File exceeds 25 MB
Unsupported file type

In-line Digital Forms

Collect customer information through forms embedded in the Assist tab. To use this feature, configure forms with Dialog Tasks and set the Web/Mobile SDK Form Behavior to Open inline form.

Form features:

Close icon-Exits the form. A confirmation dialog prompts before discarding.
Fixed frame height- 306 pixels with scroll support.
Submit option-Sticky at the bottom of the form.

Behavior by application type:

Application	Behavior
Third-party contact center	Can’t send the form to the customer. Fill it out manually.
Smart Assist Suite	Can send the form to the customer. It can be sent multiple times but accessed only once. Simultaneous access by agent and customer triggers an error.

Transcript Tab

Available for voice calls only. Displays a real-time text transcription of the agent-customer conversation throughout the session.

If Auto scroll Widget Content is enabled in Settings, the tab scrolls to the latest utterance automatically. Agents can scroll manually as needed.

More Tab

Lets agents submit overall feedback on the widget. Agents can select up to five positive or negative options and optionally add comments.

If the conversation is transferred, feedback from both agents is saved in the logs.

To submit widget feedback:

Select More > Feedback.
Select Satisfied (positive) or Unsatisfied (negative).
Select feedback options from the list and add comments if needed.
Select Submit.

Settings

Setting	Description
Proactive Mode	Toggles the widget’s listening mode on or off. Disable if not working as expected.
Auto Scroll Content	Controls auto scroll in the Assist, My AI Agent (Bot), and Transcript tabs.
Help & Support	Links to documentation, FAQs, and Kore Academy courses.
Language	Select a display language for the widget.

Theme Selection

Choose Dark or Light theme from the Settings tab.

V2 vs V3 Differences

UI Changes

Area	V2	V3
Tabs	Assist, Library, My AI Agent (Bot) + search bar at bottom	Search, My AI Agent (Bot), Assist, Settings
Tab placement	Top	Bottom
Sentiment display	Visible only on customer utterance match	Always visible; includes badges, icons, and emojis per utterance
Proactive option	Top-right corner of the widget	Settings tab
Playbook closure	”Proceed to Close” label	Symbol indicator
Playbook list	Primary playbooks only	Primary and Dynamic playbooks
Dialog Task utterance display	Shown at the top of the Dialog Task section	Tooltip via information icon hover

Agent AI V2

Agent AI V3

Feature-Level Changes

Feature	V2	V3
Dialog Task controls	Terminate and Override Input buttons	List View, Restart, Terminate, and Maximize as icons
Override Input	Button below the Dialog Task	Input field directly under the running Dialog Task
Settings tab	Not available	Proactive mode, Auto Scroll, Documentation/FAQ links, Language selection

Agent AI V2-Dialog Tasks

Agent AI V3-Dialog Tasks

Agent AI V2-Override Input

Agent AI V3-Override Input

Business Solutions

Features

Widget Tabs