Agent AI Voice Integration for NICE CXone Mpower in Salesforce

​

Use case

• CTI rules match the customer’s phone number to a Salesforce record.
• NICE CXone streams audio to the Voice Gateway (Kore).
• Agent AI generates real-time transcripts and suggestions.
• The widget displays transcripts and next-best actions.
• At the end of the call, the system generates a summary for the agent to review and submit.

​

Supported environments

• Salesforce Lightning Experience
• Latest NICE CXone Mpower package
• Latest Agent AI package listed on Salesforce

​

Prerequisites

• Install the NICE CXone Mpower package in Salesforce
• Set up the NICE CX account with inbound and outbound calling
• Enable Agent Assist Hub (via NICE support)
• Install Agent AI for Salesforce from AppExchange
• Collect Agent AI credentials—Widget URL, Bot ID, Client ID and Secret, Account ID, and SIP URI
• Obtain Salesforce System Administrator access
  The service provider bills the integration partner for real-time streaming usage for NICE integration. Charges may apply based on your commercial agreement. Contact your account representative for pricing and billing details specific to your setup.

​

Shared Responsibilities Matrix

​

Region-Specific URLs

​

Architecture Diagram

​

End-to-End Voice Interaction Flow with Agent AI Integration

1. Customer initiates a call to NICE.
2. NICE Studio Script for Voice triggers and assigns the call to an available agent.
3. System routes the voice call through the configured Audiosocket URL in NICE Agent Assist Hub.
4. Agent accepts the call.
5. System loads the Agent AI widget in a Salesforce object/page (iframe).
6. System establishes a WebSocket connection with the Agent AI backend.
7. Audiosocket starts voice streaming to the Voice Gateway.
8. ASR engine receives and converts voice to text transcripts.
9. System returns transcripts to the Audiosocket implementation.
10. System forwards transcripts to the Agent AI backend.
11. Backend sends transcripts to the Agent AI widget for display in the Transcripts tab.
12. Backend sends transcripts to the bot for intent recognition.
13. System sends responses back to the widget through WebSocket.
14. System generates a summary at the end of the conversation.
15. System stores the summary in the Salesforce object (Kore Agent AI Conversation Summaries) after submission.

​

Installation and configuration

​

1. Install the NICE CXone Mpower package

• Install the package from Salesforce AppExchange. Follow this article to install and configure the NICE CXone Mpower package on your Salesforce account.
• Configure Screen Pop (for example, Account or Contact) by following this article.

​

2. Configure Agent Assist Hub

1. Sign in to NICE CXone.
2. Click the application launcher.
3. Click Others > Automation & AI > Agent Assist Hub.
4. Click Add Agent Assist App.
5. Enter a name in the AGENT ASSIST APP NAME field.
6. Select Custom Agent Assist Endpoints.
7. Click Next.
8. Configure the following:
   • Agent UI Option: No Assist Panel
   • App Title: Kore Agent AI (change as needed)
   • Participants: Both
   • Audio Relay Endpoint: {VG_HOST}/audiosocket/nice?sipuri=<SIP_URI>&token=<JWT>&botId=<BOT_ID>&accountId=<ACCOUNT_ID>&agentassist=true
     • Bot SIP URI: To get this value, navigate to Flows & Channels > Voice Gateway > Configure SIP Trunk > Agent AI section.
     • Bot ID and Account ID: To get these values, navigate to Flows & Channels > Digital > Web/Mobile Client section.
     • Token: Create a JSON Web Token on jwt.io with the following details.
       • Payload: {"appId": <Bot Client ID>}
       • Header: {"alg": "HS256","typ": "JWT"}
       • Secret: Your Kore.ai Client Secret.
       • Copy the token into the Audio Relay Endpoint JWT Token Warning JWT expiry can break audio streaming.
         • Avoid using exp claim, OR
         • Implement token refresh
9. Turn on the CTI Event toggle.
10. Click Create.

​

3. Configure Agent AI in Salesforce

​

3.1 Create Feature Configuration

1. Click the app launcher.
2. Type kore in the search box, and select Kore AgentAI Feature Configuration from the list.
3. Click New from the upper right corner of the page.
4. Type Test Configuration in the Configuration Name field.
5. Select NICE CTI in the CTI Provider list.
6. Select Active, and click Save.

​

3.2 Create Agent AI Configuration

1. Click the app launcher.
2. Type kore in the search box, and select Kore AgentAI Feature Configuration from the list.
3. Click New from the upper-right corner of the page.
4. Enter Agent AI URL, Bot ID, Client ID, Client Secret, and Language (bot language). To get these values:
   • Sign in to AI for Service.
   • Go to Agent AI > Flows & Channels > Digital.
   • Select Web/Mobile Client, and expand the JWT App Details section.
   • Select copy against the required fields.
5. Select a language in the Language dropdown list. The selected language corresponds to the language configured for the bot.
6. Select Active, and click Save.
   Only one Agent AI Configuration record can be active at a time. Multiple active records cause inconsistent widget behavior.

​

4. Embed the Agent AI widget

​

Option A: Page Layout (recommended)

1. Open the Screen Pop page layout for Account Object.
2. In the filter field, type NiceCTI and drag and drop the NiceCTI_AgentAssistVoice component onto the Account Object layout page.

​

Option B: Visualforce

1. Open the Developer Console from your Salesforce org.
2. Navigate to File > New > Lightning Application.
3. Enter Name and Description, and then click Submit.
4. Paste the following code into the editor, and save the Lightning Application:

    <aura:application access="GLOBAL" extends="ltng:outApp">
        {/* Lightning Web Component will be loaded here from Visualforce page */}
        <aura:dependency resource="KAA:niceCTIAgentAssistVoice" />
    </aura:application>

1. Create a new Visualforce page or open an existing page.
2. To create a new Visualforce page, navigate to the Setup page > Visualforce Pages, and click New.
3. In the Visualforce Markup code editor, add ` at the beginning of your Visualforce page. This component loads the JavaScript file that Lightning Components for Visualforce uses.
4. Paste the following script in the Visualforce Markup code editor at the location where you want the Agent AI widget to display:

    <code><div id="lwc-container"></div> \
    <script> \
    // Initialize Lightning Out with the app you created \
    $Lightning.use("c:LightningApplication", function() { \
    // Create the LWC component inside the div container \
    $Lightning.createComponent("KAA:niceCTIAgentAssistVoice", { height: '600px', width: '500px'}, "lwc-container"); \
    }); \
    </script> \
    \
    </code>

5. Click Save. Sample Visualforce Page:
   <apex:page>
      <apex:includeLightning />
      <h1>Hello! </h1>
      <p>Welcome to Kore.ai Visualforce page.</p>
      <div id="lwc-container"></div>
   
      <script>
          // Initialize Lightning Out with the app you created
          $Lightning.use("c:Kore_Lightning_App", function() {
              // Create the LWC component inside the div container
              $Lightning.createComponent("KAA:niceCTIAgentAssistVoice", { height: '600px', width: '500px'}, "lwc-container");
          });
   
      </script>
   
   </apex:page>
   
   Set this Visualforce page as the screen pop-up, or create a Visualforce tab by following the instructions in the Create Visualforce Tabs document.

​

Option C: Aura Component

1. To create a new Aura component, open Developer Console from your Salesforce org.
2. In the Developer Console, navigate to File > New > LightningComponent.
3. Enter Name and Description, and then click Submit.
4. Paste the following script in the editor at the desired location where you want the Agent AI widget to display, and save the Lightning Application: \

<aura:component implements="force:appHostable,flexipage:availableForAllPageTypes" access="global" >
   <h1>Hello! Kore Aura Component</h1>
   <KAA:niceCTIAgentAssistVoice height="800px" width="500px" />
   <h1>End of Aura Component</h1>
</aura:component>

​

5. Configure OAuth

​

Retrieve Salesforce Base URI

​

6. Configure NICE Studio scripts

​

Inbound script

• Import kore.ai_nicecti_sf_voice.XML.
• Update Salesforce credentials, Agent AI credentials, and Routing skill.
• Map Agent Assist Hub app

​

Outbound script

• Import kore.ai_nicecti_sf_chat.xml
• Configure OAuth using password grant
• Map Agent Assist Hub

​

7. Configure NICE ACD

• Create campaign
• Create skills (inbound/outbound)
• Assign Studio scripts
• Create Point of Contact (inbound calls)

​

Outbound voice considerations

• If the widget loads before the agent accepts the call, disable Agent AI-Initiated Transcription. Custom data isn’t available in this scenario.
• If the widget loads after the agent accepts the call, transcription works normally, and custom data is available.