시작
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
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. Configuring the NiceInContact (User Hub) Agent

Configuring the NiceInContact (User Hub) Agent

NiceInContact CXone virtual agent (user) hub simplifies the deployment of conversational virtual assistants and agents for customer self-service. Kore.ai XO Platform’s NiceInContact Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Nice Chat.

Use the configuration steps below as general guidelines to enable the NiceInContact User Hub integration. You may notice minor differences based on the version of the NiceInContact User Hub you are using.

Overview

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

Configuration

To configure the NiceInContact User Hub agent, follow the instructions below.

Step 1: Generate Access Details for NiceInContact User Hub Account

Steps to generate access details:

  1. Log in to https://login.incontact.com/ with your NiceInContact credentials.
  2. Generate AccessKeyId and AccessKeySecret from the User Profile to send a token request. To learn how to generate the access key and secret, read NiceInContact Generate Access Key Documentation.
    Note: These access details can be generated in the CXone interface on the Employees Page for the User Hub.
  3. Copy the Access Key and Access Secret for future use.

Step 2: Register an App and Retrieve a Client ID and Secret

To retrieve the client ID and client secret, you must register your application.

Steps to register the app:

  1. Log in to https://login.incontact.com/ with your NiceInContact credentials.
  2. To register an app for Nice In Contact User Hub, follow the instructions in the Application Registration Documentation.
  3. To register your application, go to the Application Registration page on the developer portal. Provide the following specific information:
    • Tenancy of the application: Single Tenant
    • Authentication method: client_secret_basic
    • CXone ACD API scopes required: PatronApi
    • Type of application being registered: Back-end
  4. Once you register your application, you will receive a client_id and client_secret.
  5. Once the API app is registered, copy the Client ID and Client Secret and keep it for future use.

Step 3: Create a Point of Contact

Create the point of contact and assign the skill and campaign to handover conversations.

Steps to create a point of contact:

  1. Follow the instructions in the Set Up Chat Documentation and create a point of contact.
  2. Select the Chat in the Media Type field.
  3. Enter Name, select Skills and Script, and then click Create Point of Contact.
  4. Copy the Point of Contact key and keep it for future use.

Step 4: Enable the NiceInContact Agent

To enable the NiceInContact, follow these steps:

  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 NiceInContact agent.
  3. Navigate to Build > Integrations > Agent Transfer and click the Nice In Contact(UserHub) button.
  4. Click the Configurations tab and enter the following credentials for the NiceInContact Agent:
    • Application Client ID: The client Id of the API application you copied earlier (in Step 2).
    • Application Client Secret: The secret of the API application you copied earlier (in Step 2).
    • Access Key: The access key Id for the NiceInContact User Hub account you copied earlier (in Step 1).
    • Access Secret: The access secret for the NiceInContact User Hub account you copied earlier (in Step 1).
    • Point Of Contact: The POC ID for the NiceInContact you copied earlier (in Step 3).

  5. If you want to make NiceInContact the default agent, enable the Default Agent System for all bot channels option.


    Note
    : This option is available only when multiple agents are configured for your VA.
  6. You can customize the channel mapping by clicking the Manage link.
  7. Click Manage to map the channels you want to use to the Nice InContact User Hub agent for handing over the conversations. To learn more about channel enablement, see Adding channels to your bot.
  8. After mapping channels, click Done.
  9. Click Save to enable the NiceInContact 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 NiceInContact UserHub agent after enabling it.

Steps to verify the data exchange between Kore.ai’s VA and NiceInContact User Hub agent:

  1. Log in to https://login.incontact.com/ with the user credentials that you created in Step 1.
  2. Navigate to Applications > Max to launch the Chat console.
  3. In the NiceInChat console, change the status from Unavailable to Available.
  4. Click Connect to start exchanging the conversation from the Kore.ai XO platform and the NiceInContact User Hub.
  5. Open a virtual assistant for which you have enabled the NiceInContact User Hub agent.
  6. Create a new Agent Transfer Node task. For example, create a Talk to Live Agent task with the LiveChats node and configure it to use the Nice agent. For more information, see Agent Transfer Node.
  7. Click the Talk to Bot icon at the bottom of the page to launch the VA and enter Help.
  8. Once you invoke the agent transfer dialog, the NiceInContact Chat receives a notification alert.
  9. When a user initiates the chat from the VA, it transfers the conversation to the NiceInContact UserHub agent and sends a message to the user. Agent receives a notification about this on NiceInContact.
  10. Now, the connection between the NiceInContact UserHub agent and the user has been established, and the conversation continues.

Configuring the NiceInContact (User Hub) Agent

NiceInContact CXone virtual agent (user) hub simplifies the deployment of conversational virtual assistants and agents for customer self-service. Kore.ai XO Platform’s NiceInContact Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Nice Chat.

Use the configuration steps below as general guidelines to enable the NiceInContact User Hub integration. You may notice minor differences based on the version of the NiceInContact User Hub you are using.

Overview

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

Configuration

To configure the NiceInContact User Hub agent, follow the instructions below.

Step 1: Generate Access Details for NiceInContact User Hub Account

Steps to generate access details:

  1. Log in to https://login.incontact.com/ with your NiceInContact credentials.
  2. Generate AccessKeyId and AccessKeySecret from the User Profile to send a token request. To learn how to generate the access key and secret, read NiceInContact Generate Access Key Documentation.
    Note: These access details can be generated in the CXone interface on the Employees Page for the User Hub.
  3. Copy the Access Key and Access Secret for future use.

Step 2: Register an App and Retrieve a Client ID and Secret

To retrieve the client ID and client secret, you must register your application.

Steps to register the app:

  1. Log in to https://login.incontact.com/ with your NiceInContact credentials.
  2. To register an app for Nice In Contact User Hub, follow the instructions in the Application Registration Documentation.
  3. To register your application, go to the Application Registration page on the developer portal. Provide the following specific information:
    • Tenancy of the application: Single Tenant
    • Authentication method: client_secret_basic
    • CXone ACD API scopes required: PatronApi
    • Type of application being registered: Back-end
  4. Once you register your application, you will receive a client_id and client_secret.
  5. Once the API app is registered, copy the Client ID and Client Secret and keep it for future use.

Step 3: Create a Point of Contact

Create the point of contact and assign the skill and campaign to handover conversations.

Steps to create a point of contact:

  1. Follow the instructions in the Set Up Chat Documentation and create a point of contact.
  2. Select the Chat in the Media Type field.
  3. Enter Name, select Skills and Script, and then click Create Point of Contact.
  4. Copy the Point of Contact key and keep it for future use.

Step 4: Enable the NiceInContact Agent

To enable the NiceInContact, follow these steps:

  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 NiceInContact agent.
  3. Navigate to Build > Integrations > Agent Transfer and click the Nice In Contact(UserHub) button.
  4. Click the Configurations tab and enter the following credentials for the NiceInContact Agent:
    • Application Client ID: The client Id of the API application you copied earlier (in Step 2).
    • Application Client Secret: The secret of the API application you copied earlier (in Step 2).
    • Access Key: The access key Id for the NiceInContact User Hub account you copied earlier (in Step 1).
    • Access Secret: The access secret for the NiceInContact User Hub account you copied earlier (in Step 1).
    • Point Of Contact: The POC ID for the NiceInContact you copied earlier (in Step 3).

  5. If you want to make NiceInContact the default agent, enable the Default Agent System for all bot channels option.


    Note
    : This option is available only when multiple agents are configured for your VA.
  6. You can customize the channel mapping by clicking the Manage link.
  7. Click Manage to map the channels you want to use to the Nice InContact User Hub agent for handing over the conversations. To learn more about channel enablement, see Adding channels to your bot.
  8. After mapping channels, click Done.
  9. Click Save to enable the NiceInContact 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 NiceInContact UserHub agent after enabling it.

Steps to verify the data exchange between Kore.ai’s VA and NiceInContact User Hub agent:

  1. Log in to https://login.incontact.com/ with the user credentials that you created in Step 1.
  2. Navigate to Applications > Max to launch the Chat console.
  3. In the NiceInChat console, change the status from Unavailable to Available.
  4. Click Connect to start exchanging the conversation from the Kore.ai XO platform and the NiceInContact User Hub.
  5. Open a virtual assistant for which you have enabled the NiceInContact User Hub agent.
  6. Create a new Agent Transfer Node task. For example, create a Talk to Live Agent task with the LiveChats node and configure it to use the Nice agent. For more information, see Agent Transfer Node.
  7. Click the Talk to Bot icon at the bottom of the page to launch the VA and enter Help.
  8. Once you invoke the agent transfer dialog, the NiceInContact Chat receives a notification alert.
  9. When a user initiates the chat from the VA, it transfers the conversation to the NiceInContact UserHub agent and sends a message to the user. Agent receives a notification about this on NiceInContact.
  10. Now, the connection between the NiceInContact UserHub agent and the user has been established, and the conversation continues.
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