v11.20.0 December 07, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.API Enhancements
Raw Data API Supports Custom Tab Details The Raw Data API now displays Custom tab details in addition to Assist tab details. Enhanced Hooks API for Internal Transfers The Hooks API now maintains accurate agent context—interaction ID, agent identity, and session continuity—during internal call transfers (cold and warm) across all supported third-party desktops, and no valid agent data appears under ‘Anonymous Agent’.Integration Enhancements
Salesforce Omni-Channel Integration Supports Email Interactions Agent AI integration with Salesforce Omni-Channel now supports email interactions. Agent AI analyzes email bodies, understands customer intent, and generates suggestions such as draft responses, knowledge article recommendations, and next-best actions (NBAs). Agent AI Voice Automation-Genesys Integration Supports Metadata Transfer The Agent AI Voice Automation-Genesys integration now supports transferring contextual metadata via SIP REFER headers. This enhancement ensures that metadata passes seamlessly during call transfers, is captured, and is displayed in the Agent AI widget within the Genesys desktop, improving the agent experience and reducing handle time. Outbound Call Support for NICE CXOne Agent Desktop Agent AI integration with NICE CXOne Agent Desktop now supports outbound calls. This enhancement ensures that AI-driven guidance, transcription, and sentiment analysis work correctly for outbound interactions. Enhanced Agent AI Integration with ServiceNow The latest Agent AI package on the ServiceNow App Portal supports the Xanadu, Yokohama, and Zurich releases. This release introduces two major enhancements:- Multibot Support: You can now configure ServiceNow to utilize multiple Agent AI bots across different queues.
- Multilanguage Support: Agent AI now supports dynamic language configuration, ensuring seamless interactions in multiple languages.
v11.19.1 November 19, 2025
This update includes only bug fixes.v11.19.0 October 25, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.UI Enhancements
Agentic Copilot Enablement for Specific Queues Admins and supervisors can now enable Agentic Copilot apps for specific agent queues via the Agent AI Mapping section, allowing them to try the feature with select agents before enabling it for a larger agent base. The Agent AI Channel Specific Settings > Agentic Copilot now includes two options:- Enable for all agents: Enables the selected app for all queues.
- Enable for specific queues: Enables the selected app for selected queues.
API Enhancement
API for Duration-Based Conversation Record Generation This API generates duration-based, paginated Agent AI conversation records, providing time-bound insights into product performance. It supports a maximum date range of seven days.Integration Enhancement
Agentic Copilot Support for ServiceNow Agent AI Widget Agent AI integration with ServiceNow now supports Proactive Mode through Agentic Copilot, providing agents with real-time, context-driven suggestions.v11.18.0 September 27, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.UI Enhancements
Conversation Logs Enhancements Conversation Logs now feature an Agents column, searchable filters (with default options), and additional details, including Voice Call Recordings and Edited Summaries, for improved tracking and analysis. Real-Time Translation Support in Agent AI Agent AI now supports CCAI’s real-time translation feature. Agents can switch languages in the CCAI console, which updates widget content, Conversation Logs, and other supported areas. Once enabled in CCAI > Configurations > Settings > Advanced Settings > Translation Configuration, agents can access a language dropdown and view a dual display of original and translated text in Conversation Logs. Call Recording Playback Support in Agent AI For quality monitoring, Agent AI now supports call recording playback when the SIP Trunk > Record the Calls setting is enabled. Recordings appear at the top of individual call transcripts and can be played, paused, stopped, downloaded, or replayed with adjustable speed, volume, and timestamps. You can also filter by agent or timeframe, download reports, and navigate recordings through an accordion view for easier access.Integration Enhancement
SIP Header Support for Metadata Passing from Kore Voice IVA to Genesys Desktop Kore Voice IVA now passes contextual metadata (such as Customer ID, Session ID, Intent, Transcript, and Escalation Reason) to Genesys via SIP headers during call transfers. The Genesys desktop processes these headers and passes the data to the Kore Agent AI widget, giving agents full visibility into the customer’s journey before escalation.v11.17.1 September 15, 2025
This update includes only bug fixes.v11.17.0 August 23, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancement
Enhanced Feedback Settings Section The Overall Widget Feedback feature allows admins to configure feedback options that agents can select for the Agent AI widget during conversations. It is available in ‘Feedback Settings’ and is disabled by default. Once enabled, admins can:- Select a display language.
- Configure up to six positive and six negative feedback options.
- Enable up to five options from each category simultaneously.
- Display or hide an additional comment box.
- Enable or disable this feature with a global toggle.
- Add queues from the displayed list or search and add them individually.
- Assign bots, channels, languages, and dialog tasks to specific queues.
- Edit, update, or delete queue assignments.
Integration Enhancements
Kore Voice Bot with Amazon Connect and Agent Assist Amazon Connect’s External Voice Connector now routes inbound voice calls through the Kore Voice Bot. Upon escalation, the system passes metadata, including Customer ID, Session ID, detected intent, and transcripts, as contact attributes or SIP headers, processes it in the Amazon Connect desktop, and displays it in the Agent AI widget. This flow ensures seamless metadata continuity from the Kore Voice Bot to the agent desktop and Agent AI widget. Hooks API for Internal Transfers Agent AI now supports internal transfer events through the Hooks API, reducing reliance on UI socket events. This enhancement enables the internal transfer of data initiated outside the UI to be sent via API payloads, ensuring that all transfers are captured, processed, and displayed in the Agent AI widget.v11.16.1 August 11, 2025
This update includes only bug fixes.v11.16.0 July 26, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancements
Agentic Copilot Auto-Send functionality now Supports Multiple Parallel Chats The Auto-Send functionality now supports multiple parallel chats. The updated communication mechanism enables Agentic Copilot to auto-send responses, regardless of the active UI frame. It resolves disruptions caused by widget reloads when agents switch between customers, ensuring uninterrupted support across multiple conversations. Enhanced Dialog Task Grouping When grouping Dialog Tasks, the Group Name field now supports up to 100 characters, and a character counter displays the number of characters entered as you type. The widget retains the expanded or collapsed state of a group, as configured during the last save. Exit Events Support Agentic App Configuration The Exit Events tab now includes the Configure End of Conversation Agentic App section, which lets you select an Agentic App to trigger when a conversation ends. This option is available only when Agentic Copilot is enabled in the Widget Settings > Agent AI Channel Specific Settings section. When enabled, you can select one of the following options:- Use the same app as Agentic Copilot: Select this option if you want to use the same app configured for Agentic Copilot.
- Select a different Agentic App: Select this option to get a dropdown list of available Agentic Apps, excluding the one used by Agentic Copilot.
- XO Platform: Identify and surface intents, such as dialogs and FAQs, through the XO Platform.
- Search AI: Get search results or answers from the Search AI app.
- Agentic App (LLM): Powers search results through a customizable Agentic App.
Widget Runtime Enhancement
Improved Agentic Responses and Customer Messages Agentic responses now display a “Thinking…” notification when the LLM takes longer to reply. Both Agentic responses and customer messages expand on mouse hover for better readability.Integration Enhancement
Salesforce-Agent AI Integration Supports Processing of Kore Automation Form Data Agent AI can now access form submission details from Kore Automation or Chat Automation and display relevant customer data to agents in Salesforce. It utilizes an API to access the submitted data from a designated Salesforce object in real-time, providing agents with contextual information during customer interactions.v11.15.1 July 12, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Integration Enhancement
Salesforce Amazon Connect now includes accurate timestamps in call transcripts. This helps the Agent Coaching and Playbook modules deliver guidance at the right moments, both during and after the call.v11.15.0 June 30, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancements
Agentic Copilot EnhancementsAgentic Copilot now offers enhanced configuration features along with improved runtime capabilities. Configuration Updates:
- Welcome Events: When Agentic Copilot is enabled, this section displays the message: Agentic Copilot is enabled, and it will run after the execution of the enabled Welcome Events.
- On the Widget Settings > Agent AI Channel Specific Settings page, the Allow auto send Message timer is extended to 60 seconds.
- On the Linked Services > Agentic Configuration page, an Agentic app that is currently in use shows an “in use” status and can’t be deleted.
- On the Agentic Configurations > App Information page:
- The Agentic App Name field now has a 50-character limit.
- The App ID of the Agentic Platform is now renamed to App ID.
- The X-Api Key has been renamed to API Key.
- After executing the enabled Welcome Events, the widget displays that Agentic Copilot is actively listening to your conversation and is ready to assist with an automatic message.
- For customer messages outside the Agentic app’s defined scope, the widget displays a message indicating it is not trained to handle them.
- When multiple Agentic responses are generated with the ‘Allow auto send Message’ option enabled:
- The timer for each message starts only after the previous message is sent.
- If the view does not auto-scroll to the latest message, an arrow icon appears in the bottom-right corner, indicating the number of Agentic messages stacked below.
- To regenerate a failed response, double-click the corresponding customer message.
The following Agent AI v3 features have been added to the latest SDK:
- Custom Tab creation in the Agent AI widget.
- Input Box Expansion for the Override, List View, Restart, and Search Bar fields.
- Hover effect for dialogs.
- Agentic Copilot integration.
Agent-to-agent call transfers now limit transcript visibility to the current agent only, with control options via public APIs or agent entry/exit events, except in warm transfers and conference calls, where all participants can view shared transcripts. The Control Transcript Visibility between Agents widget offers two options:
- Use public APIs to control transcription via the Control Transcription API or
- Use the agent’s entry and exit events (transcript visible upon agent entry, excluding prior conversations after previous agent exits).
Third-party agent desktops can now generate Disposition Summaries using a custom LLM. To enable this, go to Agent AI > Generative AI Tools > GenAI Features > All Products, and select a model under the Conversation Summary section. Embedded Agent AI App Supports Bot Configurations
Users can manage bot configuration parameters (for example, QueueIdentifier, custom data) directly within the Third Party Configuration section of an embedded Agent AI app. This streamlines the process by dynamically generating iframe URLs for third-party CCaaS/CRM platforms, removing the necessity for a separate configuration on the third-party desktop. To set this up, go to Agent AI > Configuration > System Setup > Third-Party Configuration.
API Enhancement
New Filters for the Raw Data APITo improve data segmentation, streamline reporting, and support scalable data pipelines, the Raw Data API now supports the following filters: Agent ID, Channel, Session ID, and Conversation ID filters.
Integration Enhancements
SIPREC Transcription Trigger EnhancementSIPREC transcription now uses event-based triggers and starts only after the call connection is established. It excludes non-conversational audio, such as ringing tones and hold music, which reduces ASR costs, prevents timeouts, and improves efficiency. Flag-based Agent AI SDK Integration with Genesys Cloud CX
The Agent AI SDK is now integrated into the middleware using a flag-based approach, allowing customers to choose between iframe or SDK integration. Users selecting the SDK can customize their Agent AI experience, including UI changes, event listeners, and behavior.
v11.14.1 June 14, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancement
Agentic Copilot Response Supports Markdown Templates Agentic Copilot responses in the Agent AI widget now support Markdown templates, enabling clear and structured outputs with code blocks, headers, emphasis, hyperlinks, bold and italic text, and lists.v11.14.0 May 31, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancements
Agentic Copilot in the Agent AI Widget The Agentic Copilot feature lets you configure an Agentic app that autonomously manages end-to-end customer interactions. At runtime, agents can edit or override the app’s suggestions and enter their own content. Configuration of Agentic Apps The “Answers Configuration” section is renamed to “Linked Services” to support configurations for both Search AI and Agentic apps, allowing multiple Agentic apps simultaneously. The Agent AI Settings > Agent AI Channel Specific Settings section now includes the Agentic Copilot settings. You can enable or disable Agentic Copilot, select an Agentic App, select or clear the Allow auto send Message button, and set a delay timer (up to 10 seconds) for auto send messages. Improved Visual Cue for Dialog Selection During Runtime Hovering over a dialog in the dialog library (Search, Assist, and custom tabs) highlights the entire row, indicating the corresponding “Run” button for the dialog task. Transcript Visibility restricted to Call Joining Time For voice conversations, transcript view is now restricted to the time an agent joins a call. Agents can’t access the transcripts of prior conversations.SDK Enhancements
Improved Transcript Handling in SDK The SDK now includes the isFromSocket, timestampValue, and messageId fields to improve clarity and reliability in transcript handling. These enhancements enable you to track, sort, and filter transcripts more effectively during runtime, including instances of disconnections and reconnections.API Enhancement
Raw Data API tracks After-Call-Work The Raw Data API is extended to capture agent activities during After Call Work (ACW) in offline mode, beyond the End of Conversation event, with data collection continuing until session timeout.Integration Enhancement
Amazon Connect Integration Supports Agent AI v3 and AI for Service The Agent AI integration with Amazon Connect supports Agent AI v3 and AI for Service (XO) v11.v11.13.1 May 17, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Integration Enhancements
Kore Agent AI Integration with NICE MAX Desktop for Outbound Calls The Agent AI integration with NICE MAX Desktop now supports outbound calls. The integration enables key Agent AI features such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, Transcription, end-of-call summary, and Custom Data passing (for example, agent name and ID) to the Agent AI widget. AgentAssist Widget Now Receives Real-Time Updates through Genesys Middleware The Genesys Middleware has been enhanced to monitor changes in the MemberID and CustomContactReasonID fields within the Genesys Interaction Participant Data. This improvement allows the AgentAssist widget to display the most up-to-date context during active interactions, enabling contact center agents to provide more accurate and relevant support to customers.v11.13.0 May 03, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancements
Custom Tab in the Agent AI widget This feature lets admins and supervisors create a custom tab within the Agent AI widget. The tab can be configured to run a dialog task automatically based on selected events or highlight a task for agents to view and execute manually. Introduction of Conversation Events and Automatic Dialog Task Execution on End-of-Conversation Trigger In the Agent AI > Configuration section, “Welcome Events” is renamed to “Conversation Events”. The Conversation Events section allows you to configure events that automatically trigger at the beginning and end of a conversation. You can configure the following events:- Welcome Events: Pre-configured greeting messages and dialog tasks that automatically trigger when a conversation is assigned to an agent in the Agent AI widget.
- Exit Events: Pre-configured dialog task or conversation summary that automatically runs when the end-of-conversation event triggers. !!! note You can enable either the dialog task or the conversation summary for the Exit Events section.
Integration Enhancements
Five9 Chat Integration with Agent AI The Five9 Chat integration with Agent AI embeds the Agent AI widget within the Five9 agent desktop. This integration provides agents with real-time assistance, intent identification, sentiment analysis, and chat summaries. The two-way communication between Five9 Chat and Agent AI enables seamless data exchange, allowing agents to send or copy responses directly from Agent AI to the Five9 chat window. Updated Salesforce Package and support for new Salesforce Live Chat for new organizations The updated Salesforce package includes the following:- Agent Assist is replaced with Agent AI in all configuration screens.
- Updated Agent AI logo.
- The Agent AI widget loads in full-screen mode for Omni-Channel Voice and Genesys CTI.
API Enhancements
Tracking Conversation Summary Existence and Display to Agents in the Agent AI Raw Data API The Raw Data API now includes theisWelcomeMsgRead parameter to confirm whether a conversation summary exists and whether agents have read or scrolled through it.
v11.12.1 April 19, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.API
Control Transcription API The API lets you control the transcription session of a bot conversation. You can end an ongoing transcription session with a valid conversationId and appropriate authentication tokens.v11.12.0 April 05, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.UI Enhancements
Gen AI Integration in Agent Coaching Agent Coaching is now powered by Generative AI, improving coaching rule triggers, actions, and adherence checks. Search Support in Conversation Logs The Conversation Logs section now includes a search field to let you find conversations by Conversation ID.Integration Enhancements
Agent AI Support for Outbound Emails and Offline Mode in Genesys Cloud CX Agent AI in Genesys Cloud CX now supports outbound emails, enabling you to draft AI-assisted responses. It also supports offline modes with limited real-time API calls. End-of-Call Event Independent of Salesforce Platform Events The Agent AI integration with NICE CX using the Salesforce NICE CX CTI now receives the End-of-Call events independently, without relying on the Salesforce Platform Events. Agent AI Integration with NICE Agent Desktop Agent AI is integrated with NICE Agent Desktop. This integration supports all Agent AI features such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, and Transcription along with end-of-call summary and Custom Data passing (agent name and ID) to the Agent AI widget.API Enhancements
Tracking Auto-suggested Choices and Corrections in the Agent AI Raw Data API The Raw Data API now includes the suggestionsShown, suggestionUsed, phraseInput, correctionsPresented, and correctionsAccepted parameters to help assess the effectiveness of auto-suggested choices and corrections and identify areas for improvement.v11.11.1 March 15, 2025
This update includes only bug fixes.v11.11.0 March 4, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Widget Enhancements
More Accurate Intent Extraction from Landing Summary This update has introduced a service node and a new tag-based approach to generate the landing summary (a concise summary) of the conversation. This summary is used internally to improve intent identification accuracy. It is generated after the Welcome Dialog task ends and is not visible to agents. However, the detailed summary from the message node continues to be visible to the agents. Search AI Timeout Configuration and Runtime Error The Search tab in the Agent AI widget now displays a timeout error message for searches exceeding 10 seconds. API Call Notification for Dialog Tasks Agents now receive notifications when a dialog task makes an API call, indicating a waiting period. The notification disappears once a response is received. While the waiting message is displayed, agents can close the dialog task. Automatic Upgrade from Agent AI V2 to V3 The legacy Agent AI V2 is automatically upgraded to the enhanced and backward-compatible V3, which offers improved functionality and continued compatibility with previous configurations.UI Enhancement
Introducing the Dialog Task Layout feature To enhance the management and customization of dialog tasks within the widget, Kore has introduced the Dialog Task Layout subsection under the Widget Theming section. The key features of this update are:- Dialog Task Search: Easily search for dialog task names, like searching a word within a web page.
- Dialog Task Grouping: Group dialog tasks to better organize them.
- Dialog Task Sorting: Sort dialog tasks in alphabetical order for better accessibility.
Integration Enhancements
Support for associating a Single Bot with Multiple Queues in Genesys Cloud CX To streamline bot management, improve efficiency, and reduce maintenance cost, Kore now provides the ability to associate a single bot with multiple Genesys Cloud CX queues. Agent AI Voice integration with CX Cloud from Genesys and Salesforce Kore Agent AI is now integrated with CX Cloud from Genesys and Salesforce. Agent AI Voice Integration with Salesforce Voice Agent AI Voice is now integrated with Salesforce default telephony, Amazon Connect.v11.10.0 February 12, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.UI Enhancements
Language Dropdown Automatically Adjusts to the App’s Language The language dropdown in Welcome Events, Widget Settings, and Feedback Settings now automatically adjusts to match the app’s language.Widget Enhancements
Load Time Reduction of Agent AI Widget The Agent AI widget’s load time has been optimized by removing synchronous API calls for settings and preferences before establishing the socket connection. These configurations are now received asynchronously using a socket event, significantly improving initial load performance. Ability to Pause or Resume Transcription Agent AI widget is now capable of honoring the pause and resume events transmitted from agent desktops to control the visibility of transcripts to agents within the Widget. Enhanced Input Box for Override, List View, Restart, and Search Bar fields For improved navigation of longer entries, input text boxes of Override, List View, Restart, and Search Bar are now expanded to display up to three lines with a scroll bar. On-demand Summary Generation Agents can now generate on-demand conversation summaries at any point during a conversation, up to 2 times per agent per conversation. This functionality is available even during agent transfers, allowing the receiving agent to regenerate a new summary and view the previous summary with timestamps.Integrations
Enhanced Genesys Middleware to Support Base64 Encoded Value Genesys Middleware has been enhanced to support Base64-encoded values when passing the x_passthru_metadata parameter to Agent AI. This enhancement resolves the issues with SSO token decryption. Enhanced Salesforce Package includes Language Parameter The Salesforce package now includes a language parameter to support AgentAssist’s multi-language capability. During installation, users select a language that sets the interactive_language parameter (e.g., interactive_language=Spanish), which is sent to AgentAssist to conduct all interactions (for example, welcome messages, task running, sentiment analysis) in the selected language. Multi-bot Support for Agent AI Integration with ServiceNow Multiple bots can be mapped to a queue, region, or other defined criteria within a workspace, enabling agents to manage cases across bots without manual intervention or limitations.v11.9.1 January 25, 2025
This update includes bug fixes.v11.9.0 January 05, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Search AI Configuration
Inbuilt and External Search AI App This update introduced flexible Search AI configuration to choose built-in functionality or custom Search AI apps:- None: No Search AI functionality.
- Use Search AI Configurations from the current app: Uses the in-built Search AI app that comes with the current XO11 app.
- Link Search AI Configurations from a different app: Users can configure up to three customized Search AI apps.