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Kore.ai 대화형 플랫폼
챗봇 개요
자연어 처리(NLP)
봇 개념 및 용어들
빠른 시작 가이드
봇 빌더 접근 방법
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Kore.ai 봇 빌더로 작업하기
봇 구축 시작하기
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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
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지식 그래프 작성
FAQ 추가
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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
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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. Configuring the Intercom Agent

Configuring the Intercom Agent

Intercom is a Customer Communications Platform. It shows you who is using your product or website and makes it easy to communicate . Kore.ai XO Platform’s Intercom Agent integration allows you to seamlessly hand-off the virtual assistant conversations to your live agents on Intercom. 

This post provides the configuration steps to be followed to enable the Intercom Agent integration. Use the configurations provided below as general guidelines as there could be some differences based on the version of the Intercom that you are using. 

Overview

Kore.ai’s virtual assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Intercom agents to handover conversations seamlessly. The VA also allows you to integrate with the Intercom platform. The VA facilitates the communication and interaction between the user and the Intercom agent using the chat module.

Configuration

To configure the Intercom agent follow the instructions in the sections below.

Step1: Create an App

To set up Intercom to receive messages, you will first need to create an app in Intercom.

  1. Log in to the https://app.intercom.com/a/apps/_/developer-hub with your intercom credentials.
  2. Go to the App Store and click the Build your own app.
  3. In the App Store page, click the Your Apps menu on the top right corner.
  4. Click New App and enter the following details to build an app:
    • Enter the App name.
    • Select the Kore.ai Workspace.

  5. Click Create App.

Step2: Retrieve Access Token

  1. Once you create the App, click on authentication and copy the AccessToken value.

    Note: This token will be used to access your Intercom data via API.
  2. Copy the Access Token and keep it for future use.

Step 3: Configure a Webhook

  1. To set up the webhook, Log in to your Intercom account.
  2. From the main menu on the left, navigate to Configure > Webhooks.
  3. Navigate back to Intercom Developer Hub, and
    • To add a new webhook, click on the Add Webhook button.
    • In the New Webhook form, you can enter the details for the new webhook.
    • Copy the webhook URL listed under Integrations → Agent Transfer → Intercom → Configuration.
    • Navigate back to Intercom and paste the copied Webhook URL in the WebHook field.
  4. Under Webhook topics, navigate to Select a Topic and select the following topics:
    • conversation.admin.closed
    • conversation.admin.replied
    • conversation.admin.assigned
    • conversation.admin.single.created
  5. Click on Save to preserve these settings
  6. Click Save.

Step4: Enable the Intercom Agent

  1. Log in to the Kore.ai XO Platform https://bots.kore.ai/botbuilder
  2. Select a Virtual Assistant for which you want to configure the Intercom agent. 
  3. Navigate to Build > Integrations > Agent Transfer and click the Intercom button.
  4. Click the Configurations tab and enter the following credentials for the Intercom Agent:
    • Access Token: The access token ID for the Intercom, which was copied step 2.
    • Webhook URL: The WebHook URL found in the Kore.ai’s Intercom Agent Configuration page.
  5. If you want to make Intercom as the default agent, enable the Default Agent System for all bot channels option.
    Note: This option will be available only when you have multiple agents configured for your VA.
  6. You can also customize the channel mapping by clicking the Manage link as shown below:
  7. Once you click Manage, you can map the channels which you want to use Intercom agent for handovering the conversations. To learn more about channel enablement, read the Adding channels to your bot article.
  8. After mapping channels, click Done.
  9. Click Save to enable the Intercom agent.
  10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are being handed over to the Intercom agent after enabling it. 

To verify the data exchange between the Kore.ai’s VA and Intercom agent, follow these steps:

  1. Open a virtual assistant for which you have enabled the Intercom agent.
  2. Create a new Agent Transfer Node task. For example, create a PlatformAgent task with the UserChats node and configure it to use the Intercom agent. For more information, read the Agent Transfer Node article.
  3. Click the Talk to Bot icon to launch the VA and enter Help.
  4. Once you invoke the agent transfer dialog, the Intercom Developer Hub receives a notification alert.
  5. When a user initiates the chat from the VA, it transfers the conversation to the Intercom agent and sends a message to the user. Agent receives a notification about this on the Intercom.
  6. Now the connection between Intercom agent and the user has been established and the conversation continues.

Configuring the Intercom Agent

Intercom is a Customer Communications Platform. It shows you who is using your product or website and makes it easy to communicate . Kore.ai XO Platform’s Intercom Agent integration allows you to seamlessly hand-off the virtual assistant conversations to your live agents on Intercom. 

This post provides the configuration steps to be followed to enable the Intercom Agent integration. Use the configurations provided below as general guidelines as there could be some differences based on the version of the Intercom that you are using. 

Overview

Kore.ai’s virtual assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Intercom agents to handover conversations seamlessly. The VA also allows you to integrate with the Intercom platform. The VA facilitates the communication and interaction between the user and the Intercom agent using the chat module.

Configuration

To configure the Intercom agent follow the instructions in the sections below.

Step1: Create an App

To set up Intercom to receive messages, you will first need to create an app in Intercom.

  1. Log in to the https://app.intercom.com/a/apps/_/developer-hub with your intercom credentials.
  2. Go to the App Store and click the Build your own app.
  3. In the App Store page, click the Your Apps menu on the top right corner.
  4. Click New App and enter the following details to build an app:
    • Enter the App name.
    • Select the Kore.ai Workspace.

  5. Click Create App.

Step2: Retrieve Access Token

  1. Once you create the App, click on authentication and copy the AccessToken value.

    Note: This token will be used to access your Intercom data via API.
  2. Copy the Access Token and keep it for future use.

Step 3: Configure a Webhook

  1. To set up the webhook, Log in to your Intercom account.
  2. From the main menu on the left, navigate to Configure > Webhooks.
  3. Navigate back to Intercom Developer Hub, and
    • To add a new webhook, click on the Add Webhook button.
    • In the New Webhook form, you can enter the details for the new webhook.
    • Copy the webhook URL listed under Integrations → Agent Transfer → Intercom → Configuration.
    • Navigate back to Intercom and paste the copied Webhook URL in the WebHook field.
  4. Under Webhook topics, navigate to Select a Topic and select the following topics:
    • conversation.admin.closed
    • conversation.admin.replied
    • conversation.admin.assigned
    • conversation.admin.single.created
  5. Click on Save to preserve these settings
  6. Click Save.

Step4: Enable the Intercom Agent

  1. Log in to the Kore.ai XO Platform https://bots.kore.ai/botbuilder
  2. Select a Virtual Assistant for which you want to configure the Intercom agent. 
  3. Navigate to Build > Integrations > Agent Transfer and click the Intercom button.
  4. Click the Configurations tab and enter the following credentials for the Intercom Agent:
    • Access Token: The access token ID for the Intercom, which was copied step 2.
    • Webhook URL: The WebHook URL found in the Kore.ai’s Intercom Agent Configuration page.
  5. If you want to make Intercom as the default agent, enable the Default Agent System for all bot channels option.
    Note: This option will be available only when you have multiple agents configured for your VA.
  6. You can also customize the channel mapping by clicking the Manage link as shown below:
  7. Once you click Manage, you can map the channels which you want to use Intercom agent for handovering the conversations. To learn more about channel enablement, read the Adding channels to your bot article.
  8. After mapping channels, click Done.
  9. Click Save to enable the Intercom agent.
  10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are being handed over to the Intercom agent after enabling it. 

To verify the data exchange between the Kore.ai’s VA and Intercom agent, follow these steps:

  1. Open a virtual assistant for which you have enabled the Intercom agent.
  2. Create a new Agent Transfer Node task. For example, create a PlatformAgent task with the UserChats node and configure it to use the Intercom agent. For more information, read the Agent Transfer Node article.
  3. Click the Talk to Bot icon to launch the VA and enter Help.
  4. Once you invoke the agent transfer dialog, the Intercom Developer Hub receives a notification alert.
  5. When a user initiates the chat from the VA, it transfers the conversation to the Intercom agent and sends a message to the user. Agent receives a notification about this on the Intercom.
  6. Now the connection between Intercom agent and the user has been established and the conversation continues.
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