Docs

What are Conversations and their Types?

Conversations include the voice call or chat communication between a virtual assistant and a customer to fulfill a specific task. They can be one of the following types: Interactive: Involves a two-way information (requests and responses) exchange between the virtual assistant and the customer. Non-interactive: Involves one-way information exchange from…

Conversations History

The Conversations History module helps you review the conversations of the virtual assistant by providing the summary view of conversations, key conversation events and the complete transcript. The feature allows you to label conversations that need follow up and collaboration to resolve. Note: The Conversations History Dashboard is available only…

Adding the Sunshine Conversations Channel

Virtual Assistants built on the Kore.ai XO Platform can be deployed on the Sunshine Conversations platform. This channel integration supports conversations with virtual assistants and provides a seamless hand-off to agents on Zendesk. Authorizing the Kore.ai Integration to Sunshine Conversations To enable the integration, you need to provide authorization using…

Sharing Data Tables or Views

The Kore.ai XO Platform allows you to share Data Tables or Data Views by assigning them to bots, process apps or apps. To learn more, see the following posts: Data Tables Table Views Note: Sharing the data table or data views with users, does NOT support editing or updating the…

Using Workspaces

Workspaces are a way to organize people productively, while everyone is part of your wider team of Virtual Assistant developers. In the Kore.ai XO Platform, Workspaces are created when setting up your Kore.ai XO Platform account, and if you choose to use SSO. Team members can join one or multiple…

Users Trend Analysis

Once you have implemented a virtual assistant, you can gain actionable insights on the type of users it handles including unique, new, and returning users, and the user trends for a given period for different conversation types, conversation statuses, channels, languages, and custom conversational tags on the Users Dashboard. The…

Analytics Overview Dashboard

The Overview dashboard gives a snapshot of the Virtual Assistant’s conversations, user analytics, and performance over the period of time. The summary information on these metrics can be filtered by date, conversation type (interactive and non-interactive), and conversation status, and more. Note: The Overview Dashboard is available only post 9.3…

9.2.x Release Details

This page gives full details of the various platform releases and the corresponding features that were updated/enhanced in version 9.2.x of the platform. v9.2.4 May 7th 2022 Minor Release This update was mainly aimed at addressing some minor bugs. Following is a list of few updates. Feature Enhancement Virtual Assistant…

How to View Process App Errors?

You can view all the Process App errors categorized step-wise using the Dynamic Error Console that appears on the property panel of the Flow Designer. The system displays the error warnings and highlights the number of errors against each step. The system also displays the node for which unresolved errors…

Performance Analytics

Once a virtual assistant (VA) is published then, there will be n-number of users who will be interacting with it. In such scenarios it becomes essential to monitor the performance of the dashboard so that it could be improved over a period of time. To understand the performance of a…