Empower Salesforce Service Cloud Agents with Kore.ai AgentAssist

Increasing the efficiency and productivity of your Service Cloud agents is a common goal for most customer service organizations. Providing agents with contextual access to information based on active conversations directly with customers enables agents to work more consistently and delight customers with quick solutions to their problems.

We are pleased to introduce Kore.ai AgentAssist with a simple integration that can be configured directly on the Service Cloud desktop. Available for both voice and digital interactions, Salesforce administrators can quickly enable Korea’s best-in-class virtual assistants to directly manage agents in real-time. AgentAssist can also perform actions on behalf of the agent, both directly within Salesforce and in interactions with other platforms and systems.

Target audience

This blog is designed to help IT professionals, Salesforce administrators, and customer service managers understand what needs to be added Kore.ai AgentAssist: to your Salesforce Service Cloud Voice instance.

Steps to configure Kore.ai

To get started, you need a Kore.ai XO Platform account with a virtual assistant configured. One quick way to get started is to provide your agents with the same types of self-service tasks and automations that customers can. to use as part of a web chat or IVR experience. Examples of self-service tasks are “reset my password”, “transfer money” or “what is the status of my order”.

You can also create new virtual assistants that target the most common actions that agents perform when helping customers. This can be as simple as an internal FAQ or knowledge base information, or as complex as starting a process task to perform a series of account actions or updates. Either way, over time, your AgentAssist virtual assistant configuration will likely evolve to help agents in specific ways that enhance their ability to serve customers efficiently and consistently.

AgentAssist has a simple configuration portal where you will perform the basic settings provided by Kore.ai to connect your virtual assistant to your custom AgentAssist configuration. The information provided in this portal will be used to create your Salesforce configuration.

Kore bots can have one or more sets of credentials consisting of a unique ClientId and a secret key that provide access to perform functions on the bot. A set of credentials is associated with the application. Each application provides external access to the bot’s functionality, including weblink connections, API access, and rights to certain third-party channels to interact with the bot.

Salesforce Service Cloud Voice Configuration Steps

For the purpose of this integration, there is a prerequisite that you have already configured your Service Cloud Voice and/or Chat in Salesforce Setup and that it is working correctly. Calls and/or chats should be routed to your agents, and all related routing, telephony, screen pop, and other interactions work as intended.

Configuration in Salesforce Service Cloud Sound: requires just a few simple steps.

1. 1. Install Kore.ai AgentAssist Service for Cloud Voice package:
      1. Kore will help you install the AgentAssist managed package in your Service Cloud Sound: for example
   2. Create the configuration record
      1. Create a configuration record for your installation consisting of a name, BotId, and ClientId and Secret required for communication between Salesforce and Kore. These values ​​are simply taken from the AgentAssist configuration as shown above.
   3. Add AgentAssist components to the required Salesforce Record pages.
      1. The AgentAssist package includes components for both voice and digital interface components for use by your agents.
      2. It Voice call the recording page will host the audio component
         
      3. It Transcript of conversation the record page will host the chat component.

A high-level overview of AgentAssist communications

For both voice and digital interactions, the virtual assistant on the Kore.ai XO platform requires access to the incoming conversation from your customer. What the customer says (an “utterance”) is sent to our 3-engine NLU models to determine the customer’s “goal” (the task or question they are trying to get help with).

This interaction uses a web socket between the AgentAssist components located on the Voice Call or Conversation Transcription pages. Before creating a web socket, the component must be authorized by the Kore platform using a security token based on the ClientId and Secret configured in Salesforce.

For voice, the customer’s words are captured using voice transcriptions provided by Service Cloud Voice and transmitted to Kore.ai. It Service Cloud Voice Toolkit API used for these interactions. The component uses Salesforce for digital interactions Conversation Toolkit API to listen to user messages.

Based on the virtual assistant’s interpretation of the user’s messages, the agent can be prompted to start a workflow with various questions to collect data (entities) that are used to perform the task. AgentAssist may also suggest background actions to complete user requests, including API calls to Salesforce and other systems, executing Salesforce Flow or other triggered actions, and interacting with RPA tools.

Video overview

You can also contact your Salesforce account manager directly or contact us at partners@kore.com:. We’re excited to provide you and your team with a live demo and other materials to help you understand how the Kore.ai AgentAssist suite for Service Cloud Voice can empower your agents for higher performance and greater customer satisfaction.

Next steps

Visit to learn more Salesforce AppExchange Listing or Kore.ai overview page to get started. You can view demo videos of the solution in action for both voice and chat on the overview page.