Overview

This guide provides step-by-step instructions on upgrading your SmartAssist account to the new XO11 platform. The upgrade process includes a streamlined transition to XO11.

Why Upgrade to XO11?

1. Integrated Experience: Integrated advantages of Contact Center AI (CCAI), Automation AI, Search AI, and Agent AI in a single app.
2. Additional Capabilities: Enhanced Contact Center with additional capabilities in Campaign Management, Quality Management, and Case Management with additional top-ups.
3. Access to Agent AI and Search AI will be available to authorized users based on additional licenses.
4. Enhanced user experience for the Agents and Supervisors.
5. Improved conversational experience and human-like conversations using the GenerativeAI capabilities.
6. Enhanced Collaboration: Brand-new experience for building Dialog Tasks and Flows.
7. SmartAssist is nearing its end of life. The XO11 platform will be used to develop all the new features in the Contact Center.

Prerequisites

• A valid SmartAssist account.
• The user with Bot Owner access can only upgrade the SmartAssist account.

Pre-Upgrade Checklist

• Download reports which are not supported in the XO11.
  Agent Login Logout Details Report – If you need data from this report, go to SmartAssist, rerun the report before the upgrade, and download the reports. 
• Learn about changes and enhanced features.
• Inform your SmartAssist users of the new upgrade and downtime.
• During the upgrade, they will be terminated if there are any active conversations on all channels (or wait for them to taper off).
• All other data (in Reports, Dashboards, etc.) will be preserved.

What Will Change

Bot to an App in the XO11 platform

The bot system is transitioning to a consolidated app in the XO11 application. SmartAssist Instance bot and child bots will become individual Apps on the XO11 platform.

Workflow Migration

All existing workflows will be transferred to their current state. Flows containing deflection nodes will be maintained during the transfer but with a renewed experience. Conversational Input and Run Automation have been combined.

User and Role Migration

User migration will align with the user management framework. All current roles will be transferred directly. SmartAssist roles will be recreated as custom roles maintaining identical permissions, with the naming convention: {roleName}_{instanceBotName}.

Use Case Handling

After the upgrade, configurations made in use cases in SmartAssist will work as before in the XO11 platform, but the dialogs will not be visible. If you want to make any changes, contact the Kore support team.

Agent Transfer Settings

Agent transfer configurations will be preserved and implemented at the application level.

Default Flow Changes

The existing default flows (such as “no agents available” and “out of hours”) that were previously accessible from the left navigation menu are discontinued, as dedicated flow types have now been implemented for these scenarios.

New/Changed Reports

• Agent Entry-Exit Summary Report (New Report) -This report will not contain login/logout events but will include the Agent’s app entry and exit events.
• Agent Activity Summary Report (Changed Report): This report will no longer contain the first login and last logout fields; instead, it will include the agent’s App Entry and Exit fields. 
• If you need reports with previous columns, rerun them in SmartAssist before upgrading to XO11. After the upgrade, these reports will be run with new columns.

Billing Structure Change

Billing structure changes for different user categories:

• Enterprise users convert to XO11 Enterprise standard (includes Automation AI, Contact Center AI, Basic RAG Search AI, Basic Agent AI).
• Non-Enterprise Free users receive an XO11 trial version for Automation AI and Search AI, with a “Try now” option for Agent AI and Search AI.
• Non-Enterprise paid users ($10>) receive an XO11 trial version for Automation AI and Search AI, with a “Try now” option for Agent AI and Search AI.

Important Points

Upgrade Access Impact

The upgrade process is irreversible and accounts upgraded from SmartAssist to XO11 cannot be reversed to their previous state. In case of an error during the upgrade, the process is reverted automatically and users will continue to have access to SmartAssist.

Localization

The XO11 Contact Center UI only supports English, Japanese, and Korean. Following migration, users who have selected any other language as their App Language will automatically be switched to English.

Audit Trail Requirements

• The system creates records in Audit Events when an upgrade is initiated.
• Upgrade status updates are tracked throughout the process.
  

Role-Based Access Control

• Upgrade privileges are restricted to bot owners only (for both SmartAssist Instance and child bots).
• After the upgrade, agents and supervisors receive notifications about platform upgrades.
• Users can use existing credentials to access the XO11 platform.
• Agents and supervisors will be redirected to the new platform for content center operations.

Upgrade Journey from SmartAssist to XO11

Upgrade Notification

Steps to initiate the upgrade to XO11:

1. Log in to SmartAssist > Configurations. A notification is displayed at the top of the screen.
   
   
2. The following options are available:
   • Learn More: Redirect to XO11 Documentation.
   • Go to new XO Platform: Redirect to the XO11 Platform.
3. Click Go to new XO Platform to initiate the upgrade.
   

   Note: Only app owners can upgrade the SmartAssist instance bots and child bots.

4. Login to XO11 using your SmartAssist credentials.
   
   
5. All apps (SmartAssist and automation bots) are displayed. Click the SmartAssist bot to upgrade to an App in XO11.
   
   
6. A pop-up appears with the following options:
   • Why Upgrade?
   • Attention
   • Upgrade
     Click Continue.
     
     
7. Review and check the guidelines, download your SmartAssist configuration, and click Start Upgrade. The following configuration data is downloaded:
   
   • Instance-bot configurations.
   • Agent-related information (for example, agent mapping to queues and agent groups).
   • Experience flow and channel configurations
   • All contact center settings, including:
     1. Standard responses,
     2. Digital forms,
     3. Conversation status control configurations,
     4. All other relevant SmartAssist configurations.
        

        Note: A complete backup of your SmartAssist configuration is downloaded. While this data can’t be imported into XO10 or XO11, it serves as a reference for troubleshooting any issues that may arise during migration.

        
8. A progress bar is displayed. Click Finish on completion.
   
   By default, the Send Email to SmartAssist users option is selected. When the app owner clicks Finish, an email informing users about the upgrade is sent to them. Clicking Visit Documentation Portal redirects the user to the XO11 documentation page.
   
   

   Note: Supervisors and agents cannot access XO11 during the upgrade. Users can log in to XO11 and see the app to which they have access only after the instance bot is upgraded to an app. They can log in using their SmartAssist credentials.

9. A success message is displayed. In XO11, the SmartAssist instance bot is upgraded to an app.
   

Upgrade Failure

If there is an error during the upgrade, the system stops the upgrade and instantly auto-reverts it. 

1. An error notification appears on the upgrade window.
   
   
2. The upgrade process is auto-reverted highlighting the steps where issues occurred during the upgrade.
   
   
3. Click the Download Audit Log to download the .CSV file, share it with Kore Support for further assistance, and click Close.
   
   You will be redirected to the XO11 home page.

Post Upgrade Journey

License Migration

SmartAssist License is seamlessly migrated for existing SmartAssist Enterprise accounts to the XO11 platform by automatically provisioning predefined module-specific licenses. The License Migration specifically manages the automatic enablement of appropriate license tiers for Contact Center AI, Automation AI, Search AI, and Agent AI modules based on the customer’s existing SmartAssist configuration and usage patterns.

The modules can be accessed on the XO11 platform by clicking the Product Switcher at the top left corner.

Upgrade of Instance Bot and Child Bot to XO11

• Enterprise licenses from SmartAssist are automatically analyzed and converted into equivalent module-specific licenses on the XO11 Platform.
• The system provisions new licenses across four distinct AI modules based on the customer’s previous usage and configuration:
  • Contact Center AI
  • Automation AI
  • Search AI
  • Agent AI
• The license conversion process is integrated into the broader upgrade framework to ensure uninterrupted service access for customers during the transition.

Upgrade Access Matrix

Enterprise Standard

App Owner

• Default landing: CCAI flows and channels page.
• Access rights:
  • Contact Center AI: Full access (excluding Campaigns, Case Management, and Quality Management).
  • Automation AI: Full access.
  • Search AI: Basic RAG access.
  • Agent AI: Basic access.

Supervisor_BotName

• Access is limited to CCAI.
• No access to Automation AI, Search AI, or Agent AI.
• Data Restrictions: Monitor access is limited to supervised queues.
• Available features: Monitor dashboard without queue restrictions.

Agent_BotName

• Access is limited to CCAI.
• No access to Automation AI, Search AI, or Agent AI.
• Landing page: Agent Console.
• Data access: Limited to own interactions.
• Available features: Agent Console, Interactions Dashboard, My Dashboard.

CustomRole_BotName

• Access is based on configured permissions.
• If granted, include Automation AI access alongside CCAI.
• Landing page determined by permissions:
  • Flow Management permission → Flows and Channels
  • Monitor permission → Monitor
  • Agent Console permission → Agent Console

Non-Enterprise

App Owner

• Default landing: CCAI flows and channels page (trial version).
• Access rights:
  • Contact Center AI: Full trial access (excluding Campaigns, Case, and QM).
  • Automation AI: Full trial access.
  • Search AI: Basic RAG with “Try Now” option.
  • Agent AI: Basic access is available with the “Try Now” option.

Other Non-Enterprise Roles

• Similar restrictions as Enterprise Standard, but in trial mode.
• Supervisor and Agent roles are limited to CCAI trial access.
• Custom roles follow the permission-based access model.

Automation Bots Upgrade

Enterprise Automation Bots

• App Owner:
  • Default landing: Automation AI flows page.
  • Full access to Automation AI.
  • Full access to CCAI.
  • Basic RAG access for Search AI.
  • Basic Agent AI access.
• All other roles (Supervisor, Agent, Custom): No access.

Non-Enterprise Automation Bots

• App Owner:
  • Default landing: Automation AI flows page (trial version).
  • “Try Now” access to Contact Center AI.
  • The trial version of Search AI with Basic RAG.
  • “Try Now” access to Agent AI.
• All other roles (Supervisor, Agent, Custom): No access.

Data Access Restrictions

• Supervisors: Limited to assigned queue data.
• Agents: Limited to own interaction data.
• App Owners: No data restrictions.
• Custom Roles: Based on assigned permissions.

Roles and Permissions

Roles in SmartAssist are mapped at the instance bot level. After the upgrade to XO11, these roles, which include default and custom roles, are mapped at the workspace level. 

SmartAssist Role	XO11 CCAI Role
Instant bot creator in SmartAssist	App Owner
Agent	Agent + botName
Supervisor	Supervisor + botname
Custom roles	Custom roles + botName

Roles in Contact Center AI have additional access, for details refer to Role Management.

SmartAssist vs Contact Center AI Documentation Links

SmartAssist	XO11 Contact Center AI Module
Experience Flows	Inbound Flows are moved to Flows & Channels > Start Flows. Learn more. Call Disconnect Flow moved to Flows & Channels > Exit Flows. Learn more. All other flows moved to Contact Center AI > Conditional Flows. Learn more.
Waiting Experience	Moved to Contact Center AI > Waiting Flows. Learn more.
Use Cases	Deprecated. Existing Q&A use cases are moved to Answers > Knowledge AI > FAQs. Learn more. Existing conversation use cases are moved to Automation > Use Cases > Dialogs. Learn more. Further, the ability to classify whether a Conversation Use Case is meant to be used for automation, deflection, or agent transfer is deprecated. Users are requested to modify dialogs to include agent transfer nodes manually.
Skills	Moved to Contact Center AI > Skills. Learn more.
Queues	Moved to Contact Center AI > Queues. Learn more.
Hours of Operation	Moved to Contact Center AI > Hours of Operation. Learn more.
Default Flows	Deprecated. Customers are advised to use conditional flows for no agents available & out of hours. Learn more.
Users	Moved to Contact Center AI > Agent Management > Agent Groups. Learn more.
Agent Groups	Moved to Contact Center AI > Agent Management > Agent Groups. Learn more.
Agent Settings	Moved to Contact Center AI > Agent Management > Agent Settings. Learn more.
Role Management	Moved to Users > Access Controls > Role Management. Learn more.
Agent Status	Moved to Contact Center AI > Agent Management > Agent Status. Learn more.
Service Level	Moved to Contact Center AI > Performance Management > Service Level. Learn more.
Performance Management Settings	Moved to Contact Center AI > Performance Management > Settings. Learn more.
Channels > Voice	Moved to Flows & Channels > Channels > Kore Voice Gateway. Learn more.
Channels > Chat	Moved to Flows & Channels > Channels > Digital. Learn more.
Channels > Email	Moved to Flows & Channels > Channels > Digital. Learn more.
Agent Transfer > Voice	Moved to App Settings > Integrations > Voice. Learn more. Note: Additional settings may be required.
Agent Transfer > Chat	Moved to App Settings > Integrations > Chat. Learn more. Note: Additional settings may be required.
Agent Console	Moved to Contact Center AI > Console. Learn more.
Monitor	Moved to Contact Center AI > Console> Monitor. Learn more.
Surveys	Moved to Contact Center AI > Configurations > Surveys. Learn more.
Agent Forms	Moved to Contact Center AI > Configurations > Agent Forms. Learn more.
Dispositions	Moved to Contact Center AI > Agent Management > Dispositions. Learn more.
Languages & Speech	Moved to Contact Center AI > Configurations > Languages & Speech. Learn more.
Standard Responses	Moved to Contact Center AI > Configurations > Response Templates. Learn more.
Interactions	Moved to Contact Center AI >  Analytics > Interactions. Learn more.
Queues & Agents	Moved to Contact Center AI >  Analytics > Queues & Agents. Learn more.
Reports	Moved to Contact Center AI >  Analytics > Reports. Learn more.
API Setup	Moved to App Settings >  Dev Tools > API Scopes. Learn more.
Widgets	Moved to Contact Center AI > Configurations > Widgets. Learn more.
AgentAssist settings	Moved to the AgentAI module. Learn more.
SearchAssist	Moved to the AgentAI module. Learn more.
Advanced settings	Moved to Contact Center AI > Configurations > Advanced Settings. Learn more.