GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
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Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
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Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
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Importing Knowledge Graph
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Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
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Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
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Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
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Conversation Testing Overview
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Glossary
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Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
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Analyze
Introduction
Dashboard Filters
Overview Dashboard
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Users Dashboard
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Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
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Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
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
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
Web SDK
How the Web SDK Works
SDK Security
SDK Registration
Web Socket Connect and RTM
Tutorials
Widget SDK Tutorial
Web SDK Tutorial
BotKit SDK
BotKit SDK Deployment Guide
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
  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:

  • Currently, the attachments are only supported for ServiceNow integration.
  • 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.

Attachment Sharing with Live Agent

Users can now send files to agents during conversations. This improves communication and helps solve issues faster.

This feature is currently available only for ServiceNow agent integration.The user and agent can share multiple files up to 25 MB each in over 22 file formats. The user and agent can download attachments up to five times within forty-eight hours of sharing.

Note: Currently,this feature is available only with ServiceNow (Tokyo, Utah, and Vancouver) agent integration with the mobile SDK channel.

Supported File Formats

The VA supports sharing the following file formats.

Category File Formats
Document Formats .pdf, .doc, .docx, .txt, .xml
Spreadsheet Formats .xls, .xlsx, .csv
Presentation Formats .ppt, .pptx
Image Formats .jpg, .jpeg, .png, .gif
Archive Formats .zip, .rar
Audio Formats .mp3, .wav
Video Formats .mp4, .avi
Web Formats .html, .htm

Enable Attachment Sharing

To enable attachment sharing for Tokyo, see Enable Attachment Sharing with Live Agent.

To enable attachment sharing for Utah and Vancouver, see Enable Attachment Sharing with Live Agent.

 

 

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:

  • Currently, the attachments are only supported for ServiceNow integration.
  • 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.

Attachment Sharing with Live Agent

Users can now send files to agents during conversations. This improves communication and helps solve issues faster.

This feature is currently available only for ServiceNow agent integration.The user and agent can share multiple files up to 25 MB each in over 22 file formats. The user and agent can download attachments up to five times within forty-eight hours of sharing.

Note: Currently,this feature is available only with ServiceNow (Tokyo, Utah, and Vancouver) agent integration with the mobile SDK channel.

Supported File Formats

The VA supports sharing the following file formats.

Category File Formats
Document Formats .pdf, .doc, .docx, .txt, .xml
Spreadsheet Formats .xls, .xlsx, .csv
Presentation Formats .ppt, .pptx
Image Formats .jpg, .jpeg, .png, .gif
Archive Formats .zip, .rar
Audio Formats .mp3, .wav
Video Formats .mp4, .avi
Web Formats .html, .htm

Enable Attachment Sharing

To enable attachment sharing for Tokyo, see Enable Attachment Sharing with Live Agent.

To enable attachment sharing for Utah and Vancouver, see Enable Attachment Sharing with Live Agent.

 

 

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