시작
Kore.ai 대화형 플랫폼
챗봇 개요
자연어 처리(NLP)
봇 개념 및 용어들
빠른 시작 가이드
봇 빌더 접근 방법
사용 고지 사항 (영어)
Kore.ai 봇 빌더로 작업하기
봇 구축 시작하기
릴리스 정보
현재 버전 (영어)
이전 버전 (영어)

개념
디자인
스토리보드
대화 작업
개요
Using the Dialog Builder Tool
노드 유형
사용자 의도 노드
대화 노드
엔티티 노드
양식 노드
확인 노드
서비스 노드
봇 조치 노드
Service Node
WebHook 노드
스크립트 노드
노드 그룹화하기
Agent Transfer Node
사용자 프롬프트
음성 통화 속성
대화 관리
노드 및 전환
구성 요소 전환
컨텍스트 개체
이벤트 기반 봇 조치
지식 그래프
소개
지식 추출
지식 그래프 생성
봇에 지식 그래프 추가
그래프 생성
지식 그래프 작성
FAQ 추가
작업 실행
기존 소스에서 FAQ 구축
특성, 동의어 및 불용어
변수 네임스페이스 관리
수정
용어 편집 및 삭제
용어 편집 및 삭제
질문과 응답 편집
Knowledge Graph Training
지식 그래프 분석
봇 온톨로지 가져오기 및 내보내기
지식 그래프 가져오기
지식 그래프 내보내기
지식 그래프 생성
CSV 파일에서
JSON 파일
지식 그래프 생성
경고 작업
스몰 토크
Digital Skills
디지털 양식
Views
Digital Views
Panels
Widgets
기차
봇 성능 향상 – NLP 최적화
기계 학습
소개
모델 검증
기초 의미
지식 그래프 학습
특성
순위 및 해결
고급 NLP 설정
NLP 설정 및 지침
봇 인텔리전스
소개
컨텍스트 관리
컨텍스트 관리
대화 관리
다중 – 의도 탐지
엔티티 수정
기본 대화
정서 관리
어조 분석
Test & Debug
봇과 대화
발화 테스트
배치 테스트하기
대화 테스트
배포
채널 활성화
봇 게시
분석
봇 분석하기
Conversations Dashboard
Performance Dashboard
사용자 정의 대시보드
소개
맞춤형 메타 태그
사용자 정의 대시보드 생성 방법
Conversation Flows
NLP 지표
Containment Metrics
사용량 지표
스마트 봇
소개
범용 봇
소개
범용 봇 정의
범용 봇 생성
범용 봇 학습
범용 봇 커스터마이징
범용 봇용 추가 언어 활성화
스토어
Manage Assistant
플랜 및 사용량
Overview
Usage Plans
Support Plans
플랜 관리
봇 인증
다국어 봇
개인 식별 정보 삭제하기
봇 변수 사용
IVR 통합
일반 설정
봇 관리

방법
간단한 봇 생성하기
Design Conversation Skills
뱅킹 봇 생성
뱅킹 봇 – 자금 이체
뱅킹 봇 – 잔액 업데이트
Knowledge Graph (KG) 구축
스마트 경고를 예약하는 방법
Design Digital Skills
디지털 양식 설정 방법
디지털 보기 설정 방법
데이터 테이블에 데이터를 추가하는 방법
데이터 테이블 내 데이터 업데이트 방법
UI 양식에서 데이터 테이블에 데이터를 추가하는 방법
Train the Assistant
특성 사용 방법
의도와 엔티티에 대한 패턴 사용 방법
컨텍스트 전환 관리 방법
Deploy the Assistant
상담사 전환을 설정하는 방법
봇 기능 사용 방법
콘텐츠 변수 사용 방법
전역 변수 사용 방법
Kore.ai 웹 SDK 튜토리얼
Kore.ai 위젯 SDK 튜토리얼
Analyze the Assistant
사용자 정의 대시보드 생성 방법
사용자 지정 태그를 사용하여 봇 메트릭을 필터링하는 방법

API 및 SDK
API 참조
Kore.ai API 사용
API 목록
API 컬렉션
koreUtil Libraries
SDK 참조
상담사 전환을 설정하는 방법
봇 기능 사용 방법
콘텐츠 변수 사용 방법
전역 변수 사용 방법
소개
Kore.ai 웹 SDK 튜토리얼
Kore.ai 위젯 SDK 튜토리얼

관리
소개
봇 관리자 콘솔
대시보드
사용자 관리
사용자 관리
그룹 관리
역할 관리
봇 관리 모듈
등록
사용자 초대
사용자 등록을 위한 대량 초대 보내기
사용자 및 사용자 데이터 가져오기
Active Directory에서 사용자 동기화
보안 및 준수
싱글 사인 온 사용
보안 설정
Kore.ai 커넥터
봇 관리자용 분석
Billing (지원하지 않음)
  1. Integrations
  2. Agent Transfer Integrations

Agent Transfer Integrations

Introduction

Kore.ai’s Agent Transfer allows you to configure the most popular integrations to hand over conversations seamlessly without the need to use BotKit. These agent transfer integrations are hosted by the Kore.ai XO Platform, and there is no need to host any custom BotKit.

Agent transfer refers to the process of handing over a customer’s conversation from one agent to another within a conversational virtual assistant (VA) platform. This is typically done when the current agent is unable to assist the customer with their issue or request, or if the customer requests to speak with a different agent.

Agent Transfer integrations are available under the Build menu. You can enable any integration by providing the required configurations. You can also enable multiple agent integrations as per your business requirement. For example, if you have a Custom integration, i.e., BotKit, and an integration with Genesys chat. You can make one of them as default and map channels to agent systems. 

You can also find these configurations as part of the Agent Transfer node. The Kore.ai XO platform hands over the conversation to an agent during the dialog execution when the conversation reaches the agent node.

Agent Transfer node now allows you to define the IVR properties required to hand off the call back to the IVR system. Instead of using entity or message nodes to define the transfer tags, you can now configure them as part of the agent node. This ensures that the agent hand-offs on the IVR channel are tracked appropriately for containment purposes.

Supported Agent Transfers

Pre-built agent transfer integrations with contact center or agent desktop systems like Genesys or Salesforce are configured based on your channel configurations. 

The platform supports the following agent transfer integrations in v10.0 released on 21st January 2023.

Agent Transfer Descriptions Doc Link
Custom The BotKit SDK agent provided by the Kore.ai XO Platform. Learn more
Drift The Drift agent transfer for marketing and sales teams to connect with customers easily through the Drift conversation chat module. Learn more
Genesys The Genesys agent transfer for Voice, Web and VoIP telephony networks. Learn more
Intercom The Intercom agent transfer for Customer Communications Platform. Learn more
NiceInContact The NiceInContact agent transfer for Nice Customer Experience Platform. Learn more
Salesforce The Salesforce agent transfer is used by different teams in an organization, such as marketing, sales, commerce, service, and IT work as one from anywhere using the chat module. Learn more
ServiceNow The ServiceNow agent transfer for digital workflows on a single, unified platform. Learn more
Unblu The Unblu agent transfer for a conversational platform to perform financial services. Learn more

Limitations

The following limitations apply to all supported agent transfers and the XO Platform integration:

  • Attachments are not supported for any agent transfer through any third-party integrations.
  • Sharing end-user details with agents is not directly supported. For example, populating the customer (end-user) information directly on ServiceNow is not supported.
  • There is no in-built provision for customers to end the conversation/chat with the agent.

Deleting an Agent Transfer Integration

You can delete an external agent transfer integration that is configured but no longer in use. Deleting an agent transfer integration will remove the agent system from the Configured list and you cannot use that agent. You can configure the removed agent again from the Available list.

Important Notes:

  • When you delete the default Agent Transfer integration for the channels, the XO platform will ask for the confirmation if you wish to use the other configured agent as the default agent system.
  • If you delete the only Agent Transfer integration that was configured, all configurations are removed from the agent transfer node in all dialog tasks where this agent node is added.

Steps to delete a configured agent transfer integration:

  1. To delete a configured Agent Transfer integration, hover over it in the Configured list and click the Delete icon.

    Warning: Once an action is Deleted, all configurations related to that particular agent transfer integration are deleted. You will be prompted to confirm if you want to use the default Agent Transfer integration that is configured.

  2. Click Proceed to delete.

Agent Transfer Integrations

Introduction

Kore.ai’s Agent Transfer allows you to configure the most popular integrations to hand over conversations seamlessly without the need to use BotKit. These agent transfer integrations are hosted by the Kore.ai XO Platform, and there is no need to host any custom BotKit.

Agent transfer refers to the process of handing over a customer’s conversation from one agent to another within a conversational virtual assistant (VA) platform. This is typically done when the current agent is unable to assist the customer with their issue or request, or if the customer requests to speak with a different agent.

Agent Transfer integrations are available under the Build menu. You can enable any integration by providing the required configurations. You can also enable multiple agent integrations as per your business requirement. For example, if you have a Custom integration, i.e., BotKit, and an integration with Genesys chat. You can make one of them as default and map channels to agent systems. 

You can also find these configurations as part of the Agent Transfer node. The Kore.ai XO platform hands over the conversation to an agent during the dialog execution when the conversation reaches the agent node.

Agent Transfer node now allows you to define the IVR properties required to hand off the call back to the IVR system. Instead of using entity or message nodes to define the transfer tags, you can now configure them as part of the agent node. This ensures that the agent hand-offs on the IVR channel are tracked appropriately for containment purposes.

Supported Agent Transfers

Pre-built agent transfer integrations with contact center or agent desktop systems like Genesys or Salesforce are configured based on your channel configurations. 

The platform supports the following agent transfer integrations in v10.0 released on 21st January 2023.

Agent Transfer Descriptions Doc Link
Custom The BotKit SDK agent provided by the Kore.ai XO Platform. Learn more
Drift The Drift agent transfer for marketing and sales teams to connect with customers easily through the Drift conversation chat module. Learn more
Genesys The Genesys agent transfer for Voice, Web and VoIP telephony networks. Learn more
Intercom The Intercom agent transfer for Customer Communications Platform. Learn more
NiceInContact The NiceInContact agent transfer for Nice Customer Experience Platform. Learn more
Salesforce The Salesforce agent transfer is used by different teams in an organization, such as marketing, sales, commerce, service, and IT work as one from anywhere using the chat module. Learn more
ServiceNow The ServiceNow agent transfer for digital workflows on a single, unified platform. Learn more
Unblu The Unblu agent transfer for a conversational platform to perform financial services. Learn more

Limitations

The following limitations apply to all supported agent transfers and the XO Platform integration:

  • Attachments are not supported for any agent transfer through any third-party integrations.
  • Sharing end-user details with agents is not directly supported. For example, populating the customer (end-user) information directly on ServiceNow is not supported.
  • There is no in-built provision for customers to end the conversation/chat with the agent.

Deleting an Agent Transfer Integration

You can delete an external agent transfer integration that is configured but no longer in use. Deleting an agent transfer integration will remove the agent system from the Configured list and you cannot use that agent. You can configure the removed agent again from the Available list.

Important Notes:

  • When you delete the default Agent Transfer integration for the channels, the XO platform will ask for the confirmation if you wish to use the other configured agent as the default agent system.
  • If you delete the only Agent Transfer integration that was configured, all configurations are removed from the agent transfer node in all dialog tasks where this agent node is added.

Steps to delete a configured agent transfer integration:

  1. To delete a configured Agent Transfer integration, hover over it in the Configured list and click the Delete icon.

    Warning: Once an action is Deleted, all configurations related to that particular agent transfer integration are deleted. You will be prompted to confirm if you want to use the default Agent Transfer integration that is configured.

  2. Click Proceed to delete.
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