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
Recent Updates
Previous Versions
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
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
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
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
Ranking and Resolver
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
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
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
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
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
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
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
Authorization
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. Docs
  2. Virtual Assistants
  3. Channel Enablement
  4. Adding the SmartAssist Gateway Channel

Adding the SmartAssist Gateway Channel

SmartAssist is a Kore.ai Contact Center Automation Solution. It helps enterprises manage their contact center infrastructure from the omnichannel interface, voice infrastructure, gateway, and live agent interactions, including agent assistance. Learn more.

Applications built on SmartAssist use the Kore.ai XO Platform’s IVR-Audiocodes channel via the underlying voice gateway interface for virtual assistant interactions. Kore.ai’s native voice gateway, SmartAssist Gateway, is now configured as a new Kore.ai XO platform channel to drive and manage virtual assistant conversations using open-source components.

Important Considerations

  1. SmartAssist Gateway, when configured as a new channel, lets you set up Voice Call Properties, and the channel overrides on SmartAssist.
  2. You cannot enable this channel via the XO Platform. Alternatively, you must enable the channel for the required app on SmartAssist.
  3. However, you should configure channel overrides from the XO Platform in the Voice Call Properties section for the new channel.
  4. The channel supports the channel-level Voice Call Properties supported by the IVR-AudioCodes channel. Learn more.
  5. The Telephony Welcome event applies to the channel.
  6. The system behavior for End of task event is the same as that of AudioCodes.
  7. Channel overrides are supported for prompts.
  8. Node-level (Dialog, FAQ, Standard Responses, Events, etc.) Voice Call Properties are supported for the channel.

Configuration Overview

To accomplish the channel enablement, you must do the following:

  1. Create a new SmartAssist Application to associate with the channel or select an existing app for the association. The steps are similar to the IVR-Audiocodes channel.
  2. Configure the Voice Call Properties, and define the Channel-specific Prompts and Messages for any Virtual Assistants connected to your SmartAssist application.

Prerequisites

Before configuring the SmartAssist Gateway channel, please ensure the following:

  1. You have a SmartAssist account.
  2. You’ve completed the voice channel configurations on SmartAssist. Learn more.
  3. You have associated an app with the channel.

Configuration Steps

Once you’ve created a SmartAssist app on SmartAssist, follow the steps below to complete the channel configuration:

Note: This channel is auto-enabled when you create a new SmartAssist application.

Define the Voice Call Properties

To define the voice call properties specific to the SmartAssist Gateway, follow the steps below:

  1. Navigate to DEPLOY > CHANNELS, and click SmartAssist Gateway under Voice Channels.
  2. Click the Voice Call Properties tab in the SmartAssist Gateway window. Learn more on Voice Call Properties.

In this section, follow the steps mentioned below:

Step 1: Configure the End of Task Behavior

Select one of the following options for End of Task Behavior to define the bot behavior on reaching the End of task flow:

  • Trigger End of Task Event: When this event is triggered, the bot ends the call and initiates any task like Feedback Survey, Fallback, Dialog generation, etc., linked to the event.
  • Terminate call: The bot ends the call without triggering any event-based tasks.

Step 2: Event Configuration

To define the follow-up task when an event is detected, follow these steps:

Note: You can also manage this event from the Natural Language > Event Handlers page.

  1. Select one of the following options:
  • Initiate Task: Initiates the task you select from the list.
  • Run Script: Runs the script code you define.
  • Show Message: Displays the response message you define. To define the response message, follow the steps below:
    • After selecting Show Message, click the + Add Response button.
    • Select SmartAssist Gateway from the list for Channel in the Add Response window.
    • Add the response text in the input field for Response.
    • Click Done.

Pro Tip: You can use any value currently stored in the context variable of your message construction with {{variable brackets}}. For example, ‘Hello {{context.session.UserContext.firstName}}. How can I help you?’ This helps personalize the response message.

Step 3: Select the Call Termination Handler

Select the intent(dialog) you previously created from the list to handle the Call Termination event. This initiates the relevant task for the event flow.

Step 4: Define the Call Control Parameters

Define the parameters to control the call flow behavior by following the steps below:

  1. Click Add Parameter.
  2. In the Add Call Control Parameter window, input the Parameter name and Parameter value.
  3. Click Save.
  4. The new call control parameter is listed on the SmartAssist Gateway window, as shown below.

Step 5: Define the Timeout Prompt

To define the prompt played when the user input is not received within the timeout period, follow the steps below:

  1. First, provide the text in the Timeout prompt input field.
  2. Next, hit enter.

Step 6: Define User Input Parameters

To define the key parameters for user input management, follow the steps below:

  1. First, provide values for the following fields:
  • Barge-in: Select YES to allow the user’s input while a prompt is in progress. Otherwise, select No.
  • Timeout: Select an option from the list (0 seconds to 60 seconds) to define the maximum wait time to receive the user’s input.
  • No. of Retries: Select an option from the list (1 to 10) to define the maximum number of user input retries allowed.
  1. Next, click Save.

Note: You don’t have to enable the channel explicitly since it is auto-enabled.

After the channel is enabled and all configurations are verified, you can optionally publish the assistant to make it available for end users with the new channel. Learn more about Publishing your Virtual Assistant.

To learn more about working with Channels within the Kore.ai XO Platform, please see Channel Enablement.

Adding the SmartAssist Gateway Channel

SmartAssist is a Kore.ai Contact Center Automation Solution. It helps enterprises manage their contact center infrastructure from the omnichannel interface, voice infrastructure, gateway, and live agent interactions, including agent assistance. Learn more.

Applications built on SmartAssist use the Kore.ai XO Platform’s IVR-Audiocodes channel via the underlying voice gateway interface for virtual assistant interactions. Kore.ai’s native voice gateway, SmartAssist Gateway, is now configured as a new Kore.ai XO platform channel to drive and manage virtual assistant conversations using open-source components.

Important Considerations

  1. SmartAssist Gateway, when configured as a new channel, lets you set up Voice Call Properties, and the channel overrides on SmartAssist.
  2. You cannot enable this channel via the XO Platform. Alternatively, you must enable the channel for the required app on SmartAssist.
  3. However, you should configure channel overrides from the XO Platform in the Voice Call Properties section for the new channel.
  4. The channel supports the channel-level Voice Call Properties supported by the IVR-AudioCodes channel. Learn more.
  5. The Telephony Welcome event applies to the channel.
  6. The system behavior for End of task event is the same as that of AudioCodes.
  7. Channel overrides are supported for prompts.
  8. Node-level (Dialog, FAQ, Standard Responses, Events, etc.) Voice Call Properties are supported for the channel.

Configuration Overview

To accomplish the channel enablement, you must do the following:

  1. Create a new SmartAssist Application to associate with the channel or select an existing app for the association. The steps are similar to the IVR-Audiocodes channel.
  2. Configure the Voice Call Properties, and define the Channel-specific Prompts and Messages for any Virtual Assistants connected to your SmartAssist application.

Prerequisites

Before configuring the SmartAssist Gateway channel, please ensure the following:

  1. You have a SmartAssist account.
  2. You’ve completed the voice channel configurations on SmartAssist. Learn more.
  3. You have associated an app with the channel.

Configuration Steps

Once you’ve created a SmartAssist app on SmartAssist, follow the steps below to complete the channel configuration:

Note: This channel is auto-enabled when you create a new SmartAssist application.

Define the Voice Call Properties

To define the voice call properties specific to the SmartAssist Gateway, follow the steps below:

  1. Navigate to DEPLOY > CHANNELS, and click SmartAssist Gateway under Voice Channels.
  2. Click the Voice Call Properties tab in the SmartAssist Gateway window. Learn more on Voice Call Properties.

In this section, follow the steps mentioned below:

Step 1: Configure the End of Task Behavior

Select one of the following options for End of Task Behavior to define the bot behavior on reaching the End of task flow:

  • Trigger End of Task Event: When this event is triggered, the bot ends the call and initiates any task like Feedback Survey, Fallback, Dialog generation, etc., linked to the event.
  • Terminate call: The bot ends the call without triggering any event-based tasks.

Step 2: Event Configuration

To define the follow-up task when an event is detected, follow these steps:

Note: You can also manage this event from the Natural Language > Event Handlers page.

  1. Select one of the following options:
  • Initiate Task: Initiates the task you select from the list.
  • Run Script: Runs the script code you define.
  • Show Message: Displays the response message you define. To define the response message, follow the steps below:
    • After selecting Show Message, click the + Add Response button.
    • Select SmartAssist Gateway from the list for Channel in the Add Response window.
    • Add the response text in the input field for Response.
    • Click Done.

Pro Tip: You can use any value currently stored in the context variable of your message construction with {{variable brackets}}. For example, ‘Hello {{context.session.UserContext.firstName}}. How can I help you?’ This helps personalize the response message.

Step 3: Select the Call Termination Handler

Select the intent(dialog) you previously created from the list to handle the Call Termination event. This initiates the relevant task for the event flow.

Step 4: Define the Call Control Parameters

Define the parameters to control the call flow behavior by following the steps below:

  1. Click Add Parameter.
  2. In the Add Call Control Parameter window, input the Parameter name and Parameter value.
  3. Click Save.
  4. The new call control parameter is listed on the SmartAssist Gateway window, as shown below.

Step 5: Define the Timeout Prompt

To define the prompt played when the user input is not received within the timeout period, follow the steps below:

  1. First, provide the text in the Timeout prompt input field.
  2. Next, hit enter.

Step 6: Define User Input Parameters

To define the key parameters for user input management, follow the steps below:

  1. First, provide values for the following fields:
  • Barge-in: Select YES to allow the user’s input while a prompt is in progress. Otherwise, select No.
  • Timeout: Select an option from the list (0 seconds to 60 seconds) to define the maximum wait time to receive the user’s input.
  • No. of Retries: Select an option from the list (1 to 10) to define the maximum number of user input retries allowed.
  1. Next, click Save.

Note: You don’t have to enable the channel explicitly since it is auto-enabled.

After the channel is enabled and all configurations are verified, you can optionally publish the assistant to make it available for end users with the new channel. Learn more about Publishing your Virtual Assistant.

To learn more about working with Channels within the Kore.ai XO Platform, please see Channel Enablement.

메뉴