GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Help & Learning Resources
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Nodes & Connections
Overview
Node Types
Intent Node
Dialog Node
Entity Node
Entity Rules
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections Setup
Sub-Intent Scoping
User Prompts
Voice Call Properties
Dialog Task Management
Supported Entity Types
Supported Company Names
Supported Colors
Knowledge Graph
Introduction
Knowledge Extraction
Build Knowledge Graph
Create Node Structure
Build the Graph
Add FAQs
Add FAQs from an Existing Source
Run a Task
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update Knowledge Graph
Introduction
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Analysis
Knowledge Graph Import and Export
Prepare Data for Import
From a CSV File
From a JSON File
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
Intelligence
Introduction
Event Handlers
Default Standard Responses
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Test & Debug
Overview
Talk to Bot
Utterance Testing
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Conversation Testing
Health and Monitoring
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
NLP Insights
Conversations History
Conversation Flows
Analytics Dashboard Filters
Usage Metrics
Containment Metrics
Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data as Service
Data Table
Table Views
App Definitions
Sharing Data Tables or Views
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
Configure Agent Transfer
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
APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
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  3. Virtual Assistants
  4. Bot Settings
  5. Plan & Usage
  6. Overview

Overview

This article provides complete information about how the virtual assistants are billed, how to track the usage and the usage limits or quotas that are applied for various features.

Kore.ai’s XO platform offers various usage and support plans. The usage plans are required if you want to build virtual assistants with more granular features. The licenses, usage, and limits of the Virtual Assistants developed using the Kore.ai XO Platform are governed by the terms and conditions of your account with Kore.ai. To learn more, read usage plans.

The support plans are required, when you want to troubleshoot the issues that arises when you are using Kore.ai’s platform modules. To learn more, read support plans.

Before we go into the details, let us quickly understand the following key terms and concepts.

Accounts and Users

Account refers to a group of users, who typically belong to an organization or working on a specific project. If you are signing up for a new account, the platform will auto-create an Account and a User for you. If you are signing up to join an existing account, the platform will only create a User identity for you with the existing account. Learn more.

  • When you sign up, the platform automatically creates an Account identity and a User identity for you.
  • In some scenarios, the system creates only a User identity and associates you to an existing account. Some of the common scenarios are:
    • If you are invited by someone to join their account
    • If your enterprise administrator adds you to your enterprise account through SSO or API
    • If you are using a business email address to sign up, you can choose to join any other accounts that match your email domain. In such cases, the system only creates a User identity for you and adds you to the selected account.
  • If you sign up using Single Sign-On (SSO) options like Google or Office 365, the platform will use your email domain as the Account name. For example, if your email address isjohn@doe.com, your account will be created as ‘doe.com’.
  • If you sign up using the email address verification option, you can define your account name during the signup process.
  • If you are the first user of an account i.e. if you have created the account, then you will automatically become the Account Owner as well.
  • If you are an Account Owner, you can change your account’s name from the Profile information section.
  • Additional users can be invited to an account using the Invite ‘Team option’ or by inviting users to a particular assistant.  A user can belong to multiple accounts

Account Type

Every account of the Kore.ai XO Platform will be assigned with an Account Type. Following are the types of accounts:

  • Standard Accounts
    • Every account created on the platform by a customer is a Standard account and is updated to the Standard Plan by default. Learn more.
    • To publish a virtual assistant, you need to use one of the supported Usage Plans.
  • Enterprise Accounts
    • The accounts of the organizations that have a custom contract with Kore.ai are categorized as Enterprise Accounts
    • To upgrade a Standard Account to an Enterprise Account, Kore.ai creates a contract with the customer upon request from the customer. Learn more.

Plan Types

The Kore.ai XO Platform offers Usage Plans and Support Plans for deploying and managing your assistants. 

  • Usage Plans – The Usage Plans are required for publishing the virtual assistants to your end-users. The interactions of the end-users are tracked against the usage plan selected for the virtual assistant.
  • Support Plans – The Support Plans are required to get premium support from Kore.ai’s team of experts. Subscription to Support Plans is optional. Help and support resources like Kore.ai Documentation, Kore.ai Community, and Kore.ai Academy are available for all users.

Billing Units

Billing Units are used for measuring the usage of the virtual assistant for the Usage Plans. Based on the Usage Plan associated with your assistant, the Billing Units will be based on the Billing Sessions or Billing Requests. Please refer to the Usage Plans section for more information.

The following information will help you understand more about billing types:

    1. Billing Sessions –  A billing session is created for your virtual assistant in any of the following ways:
      • User conversations with virtual assistant
        • A continuous conversation of 15 minutes between the user and the assistant is considered as a Billing Session
        • A Billing Session starts when the first message/request is received from the user and it ends after 15 mins from that point
        • If the conversation goes beyond 15 minutes, then the system creates additional Billing Sessions for every 15 minutes of conversation thereafter
        • Please refer to the table below for some examples.
        • Do note that Billing Sessions are independent of Conversation Sessions. The Conversation Sessions are used for context management and execution.
          Example Billing sessions
          Example 1

          Conversation starts at 10:00 am and ends at 10:10 am. 

          • 1 Billing Unit is created
          • Unit 1 – 10:00 am to 10:10 am
          Example 2

          Conversation starts at 10:00 am and ends at 10:10 am. User returns within 15 minutes of idle time. Starts interacting from 10:20 am and ends at 10:40 am

          • 3 Billing Unit is created
          • Unit 1 – 10:00 am to 10:15 am
          • Unit 2 – 10:15 am to 10:30 am
          • Unit 3 – 10:30 am 10:40 am 
          Example 3

          Conversation starts at 10:00 am and ends at 10:10 am. User returns after 15 minutes of idle time. Starts interacting from 10:30 am and ends at 10:40 am

          • 2 Billing Units are created
          • Unit 1 – 10:00 am to 10:15 am
          • Unit 2 – 10:30 am to 10:40 am
        • Delivery of alert notifications
          • If Alert Tasks are used in the assistant, then every notification delivery is considered as a Billing Session
          • This is in addition to the Billing Sessions that get created based on the conversations
    2. Billing Requests –  A billing request is created for your virtual assistant in any of the following ways:
      • Incoming User Messages
        • Every incoming message from the users is considered as Billing Request
        • Billing Requests are created independent of the conversation state. This includes any kind of input from the user, including but not limited to, small talk, intent request, entity inputs, disambiguations, confirmations, etc.  
      • Delivery of alert notifications
        • If Alert Tasks are used in the assistant, then every notification delivery is considered as a Billing Request
        • This is in addition to the Billing Requests that get created based on the income user messages
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