GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

SmartAssist Lifecycle Management 

Building a contact center using SmartAssist requires building customer experience flows with the experience flow designer. You can also leverage the Kore XO platform to build, test, and deploy rich conversational experiences as required.

SmartAssist Lifecycle Stages

The SmartAssist lifecycle consists of the following stages:

Design Experience Flows

With Experience Flows, you can define the end customer experience in an easy-to-use builder. SmartAssist lets you create all experience flows from scratch using the Experience Flow Designer.

It’s a drag-and-drop work surface that enables you to link blocks of actions or nodes. For example, when a customer first enters your contact center, you can ask for some input and then play a prompt such as “Welcome to ABC Corp, how may I assist you today?”

Configure Use Cases

You can configure the use cases for which customer experiences need to be defined. For example, you can build Q&As or standard responses for FAQs, or customize Agent transfer or deflection flows for calls and chats.

Define Behavior

You can customize the messages for standard scenarios like customer welcome and goodbye messaging. For example, you can set the welcome message a customer hears, action to be taken when a customer is non-responsive, etc.

Incoming Channel Setup

In the design flow, you can set up either the incoming voice or chat interaction channel. You can also embed a personalized chat widget for customers/agents.

Testing

Testing lets you validate the customer experiences you’ve built on SmartAssist with a preview or simulation in our testing environment.

Deployment

Once you have completed designing the experience flows and testing, the complete set up can be published for go-live.

SmartAssist Lifecycle Management 

Building a contact center using SmartAssist requires building customer experience flows with the experience flow designer. You can also leverage the Kore XO platform to build, test, and deploy rich conversational experiences as required.

SmartAssist Lifecycle Stages

The SmartAssist lifecycle consists of the following stages:

Design Experience Flows

With Experience Flows, you can define the end customer experience in an easy-to-use builder. SmartAssist lets you create all experience flows from scratch using the Experience Flow Designer.

It’s a drag-and-drop work surface that enables you to link blocks of actions or nodes. For example, when a customer first enters your contact center, you can ask for some input and then play a prompt such as “Welcome to ABC Corp, how may I assist you today?”

Configure Use Cases

You can configure the use cases for which customer experiences need to be defined. For example, you can build Q&As or standard responses for FAQs, or customize Agent transfer or deflection flows for calls and chats.

Define Behavior

You can customize the messages for standard scenarios like customer welcome and goodbye messaging. For example, you can set the welcome message a customer hears, action to be taken when a customer is non-responsive, etc.

Incoming Channel Setup

In the design flow, you can set up either the incoming voice or chat interaction channel. You can also embed a personalized chat widget for customers/agents.

Testing

Testing lets you validate the customer experiences you’ve built on SmartAssist with a preview or simulation in our testing environment.

Deployment

Once you have completed designing the experience flows and testing, the complete set up can be published for go-live.