Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Help & Learning Resources
Quick Start Guide
Accessing the Platform
Navigating the XO Platform
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Request a Feature
Conversation Designer
Dialog Tasks
Mock Scenes
Dialog Tasks
Navigate Dialog Tasks
Build Dialog Tasks
Nodes & Connections
Node Types
Intent Node
Dialog Node
Entity Node
Entity Rules
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections Setup
Sub-Intent Scoping
User Prompts
Voice Call Properties
Dialog Task Management
Supported Entity Types
Supported Company Names
Supported Colors
Knowledge AI
Knowledge Graph
Knowledge Extraction
Build Knowledge Graph
Create Node Structure
Build the Graph
Add FAQs
Add FAQs from an Existing Source
Run a Task
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update Knowledge Graph
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Analysis
Knowledge Graph Import and Export
Prepare Data for Import
From a CSV File
From a JSON File
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Digital Forms
Digital Views
Session and Context Variables
Context Object
Intent Discovery
NLP Optimization
ML Engine
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Health and Monitoring
NLP Health
Flow Health
External NLU Adapters
Dialogflow Engine
Test and Debug
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
NLP Insights
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Analytics Dashboard Filters
Usage Metrics
Containment Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
Usage Plans
Support Plans
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data Table
Table Views
App Definitions
Data as Service
Sharing Data Tables or Views
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Overview
  5. Help and Learning Resources

Help and Learning Resources


The Help and Learning Resources area is where you can find the information you need, no matter where you are within the XO Platform. You will always find the Help button at the top right of your screen, in every area of the Platform. 

The main sections available in the Help menu are: 

  • Support: You can find a variety of ways to receive support while using the XO Platform. This section is not dynamic.
  • Topic Guide: Depending on the product feature that you are using within the XO Platform, this section will show contextual help, that is specific to the area that you are navigating. There is an overview of that topic (or a video explaining it), as well as related FAQs. 
  • Setup Guide: The Setup Guide takes you step by step through the Virtual Assistant building process and shows you a status related to what is done and what still needs work. This section is only available in the Help menu once you select a VA to work with. There is no Setup Guide on the main Platform Landing Page, where your VAs are listed, since a VA is not selected yet.

Now, let us look at every section, in more detail:


This section lists all of the support resources that provides, for you to engage with whenever you need assistance. 

Introduction to the XO Platform

You can watch a video about the Platform, so you can get acquainted with the main features and benefits. 

Get Started 

This is where you can explore our most popular guides that help you take every step of the journey with confidence. The guides you can access here are:

  1. Introduction to Virtual Assistants: Learn how to build intelligent virtual assistants using the Experience Optimization Platform.
  2. Design Conversations: Collaborate with your team to design natural and engaging conversations, using the Conversation Designer.
  3. Build Dialog Tasks: Build conversation flows and integrate with your business systems
  4. Create FAQs: Build FAQs relevant for your business and train them using the Knowledge Graph. 
  5. Training: Use multi-engine NLP to train your Virtual Assistant on user intents, entities, context and more.
  6. Validate: Measure the effectiveness of training models, using a Confusion Matrix and  test your Virtual Assistant using a variety of methods. 
  7. Omni-channel Experience: Enable the channels on which you want your virtual assistant to be available. Explore the Web/Mobile Clients, Enterprise Channels, Social Messengers, IVR and Voice interfaces.
  8. Analyze: Get actionable insights on the performance of the virtual assistants. Use Metrics and Dashboards to explore the performance of NLP models, conversation flows, usage and containment trends. You can also build your own custom KPIs

Product Tour

Clicking this option will begin a tour which you can take through the Platform. This tour will show you around the main sections of the XO Platform, so you can get acquainted with them before starting your work.

Help and Documentation

This option takes you to our main product documentation, where you can explore our user guides, in-depth how-tos, API references, and more.


This option takes you to the Community, where you can engage with other XO Platform users to discuss ideas or find answers to your questions.

What’s New

Here is where you can see what’s new in the latest version of the XO Platform. Clicking this option will take you through a quick tour of the new features available with the latest release. See the example below. You can also read our Release Notes for more updates.

Contact Us

Clicking this menu option takes you to’s Support system, where you can submit a support request to’s team, view your own previous requests, any that you are cc’d on, and more.


The Kore.AI Academy provides courses and learning paths for you to familiarize yourself with the platform and achieve specific results. You can easily reach it from the Help menu, anywhere on the Platform. 

Submit a Feature Request

This option takes you to’s Feature Request submission system, where you can provide our team with your thoughts on potential features to implement, and follow the status of your request. More about this in our article on Submitting a Feature Request

Keyboard Shortcuts

This option will open a list of available keyboard shortcuts which you can use throughout the XO Platform. 

Topic Guide

The Topic Guide provides relevant help information, that is contextual to the feature of the Platform that you are exploring. Therefore, the content of this section will be different, depending on the Platform features you are using at that moment. 

You may see one or more of the following:

  • A feature overview video.
  • FAQs related to the respective feature.
  • Links to relevant Academy courses.
  • Links to relevant Documentation. 

Setup Guide

The Setup Guide takes you through the Virtual Assistant building process, step by step, as follows: 

  • Template setup
    • Overview: Explore the capabilities of the virtual assistant and review the setup instructions.
    • Configure Parameters: Complete the template installation by choosing a name, icon, and values for the parameters associated with the template.
  • Review Skills
    • FAQs (Knowledge Graph): Explore the frequently asked questions that the assistant can answer.
    • Dialog Task: Explore the multi-turn conversation use cases that the virtual assistant can perform.
  • Review Training
    • Training Utterances: Review and train the assistant to accurately identify the user’s intent by adding as many unique utterances as possible.
  • Test
    • Simulate: Test your virtual assistant’s skills by asking for an intent.
    • Utterance Testing: Test the intent and entity recognition capabilities, identify additional training needs, and make necessary updates.
    • Batch Testing: Create test cases for intent and entity identification, run the test cases and review the results.
    • Conversation Testing: Record conversations to create test cases of the virtual assistant flow, run the test cases, and review the results.
  • Deploy
    • Configure Channel: Configure the virtual assistant on your preferred text or voice channels. Explore our WebClient for quick deployment.
    • Publish: Make the virtual assistant available for your customers by publishing it. You can continue to make ongoing updates to the In-development version.

Every step of the setup is guiding you to the relevant Platform sections where you can perform it.


Need More Help?

Should you require any assistance that our options do not cover, please feel free to reach out to our team or community using any of the provided channels: support tickets, community, feature requests, etc.