Automation AI: FAQs

Kore.ai’s XO is a powerful conversational AI platform with a built-in, AI-native CCaaS allowing users to automate and optimize conversations with customers. The user’s journey can begin by creating an Interactive Virtual Agent (IVA) first to add to an existing contact center or build an AI-native contact center with IVA.

You can build intelligent virtual assistants using large language models and generative AI, enhancing customer engagement across diverse languages and communication channels.

The XO Platform provides support across multiple channels (web, mobile, messaging apps), ensuring consistent and efficient interactions with customers.

The Platform is open and extensible, allowing customization and integration with third-party services to tailor the virtual assistant to specific needs.

You can sign up for an account here!

Yes, you can start as a PLG customer and based on your use case you can always upgrade to enterprise account. To upgrade, you can contact us here!

As a Bots Admin, you can send a password reset email to any user, including yourself, from the Bots Admin Console if Single Sign-On (SSO) is not enabled. When SSO is enabled, password policies are not in effect for Bots Admins or Kore.ai users.

If you’re experiencing difficulty logging in or stuck on a loading screen, here are some troubleshooting steps you can take:

• Check Internet Connection: Ensure you have a stable internet connection. Try loading other websites or applications to verify connectivity.
• Clear Browser Cache and Cookies: Clearing browser cache and cookies can resolve loading issues. Go to your browser settings and clear the cache and cookies for the website you’re trying to access.
• Try Another Browser or Device: Attempt to log in using a different browser or device. Sometimes, issues can be specific to a particular browser or device configuration.
• Disable Browser Extensions: Some browser extensions might interfere with website functionality. Try disabling extensions or accessing the site in ‘Incognito’ mode to see if it resolves the issue.
• Check Service Status: Visit the service status page of the website or platform you’re trying to access. There might be ongoing maintenance or technical issues affecting access.
• Contact Support: If the problem persists, reach out to customer support or technical assistance provided by the service. They can provide specific troubleshooting steps or insights into any known issues.
• Wait and Retry: Sometimes, temporary server issues or high traffic volumes can cause login or loading problems. Wait for a while and then attempt to log in again. If none of these steps resolve the issue, reach out to us here.

Depending on the security required for your company, you can enable or disable Single Sign-On (SSO) for users accessing the Kore.ai application. When you disable SSO or when the SSO authentication validity period expires, users must create and log on using their credentials.

If you forgot your password, type in your email, hit Enter, then click on Forgot password? From there you will have to click on Send reset link and you will be sent an email to reset your password.

If you want to change your password, login to the XO Platform and click on the profile icon in the top right hand corner of the screen. You will then need to select Profile and then Change Password. From here, you will need to enter in your old password, your new password, confirm the new password, and then click Update.

Our CX option allows you to enhance your customer support with an AI-powered chatbot to enrich and automate customer experiences.

You can boost your employee engagement and productivity with an AI-powered helpdesk to enrich & Automate employee experiences.

Here are the questions you need to fill –

1. What does your company do? (Select the appropriate industry)
2. How many colleagues work at your company
3. How many support or sales agents will be using XO
4. What department you work in and what your position is
5. Your company website link.

You can select between Express and Advanced Setup.

The Express Setup is the quickest option for smaller and growing teams.

Choose this option if you’d like AI to:

• Have shorter, productive conversations with customers
• Answer specific questions with existing text or content (FAQ)
• Generate answers to customer questions based on trained knowledge
• Integrate with popular SaaS tools to perform simple tasks for customers (eg. initiate a return, look up account information, check order status)

You can select an advanced setup for more configurable options required for complex operations. This option includes all the features in express setup and

• have near-human-like conversations with your customers.
• build complex dialogs with a visual dialog builder
• integrate with internal or 3rd party systems to perform fully customized tasks for your customers

After a quick scan of your website, our AI will generate a few relevant names for your new AI virtual Assistant. It is important to name your Virtual Assistant as this is how it will identify itself to your customers. You have the option of changing the name at any later stage.

If you do not like the AI-generated user interface style, you can click on “Customize Style” to make changes to adapt to your company’s branding and color.

You should train your Virtual Assistant so it can instantly help customers find resolutions and reduce repetitive work for your agents.

You can either add your pre-existing FAQs or you can simply add the sources and let AI do the magic.

You can add sources (such as website links, pdfs, tables, images, etc) by clicking on “Add source” button.

Generative AI models create new data by discovering patterns in data inputs or training data. For example, creating an original short story based on analyzing existing, published short stories.

Yes it will! You can select how you would like to enable your Virtual Assistant for voice and how.

You can integrate with your existing telephony integration or choose XO’s Contact Center and purchase a new number. Feel free to select the most suitable option.

Once you select this option, you get to choose to opt in or out of AgentAssist.

AgentAssist is a Virtual Assistant that lives in your agent desktop designed to help make your agents more effective in their roles. AgentAssist listens in on all of your customer conversations and can help determine the next best actions for agents to say or do.

You get to choose the following live chat providers –

– ServiceNow
– SalesForce
– Unblu
– Liveperson
– NICEinContact
– Intercom
– Helpshift
– Genesys
– Drift
– In case you do not find any integration you are looking for, select “other.”

Configure what you want your Virtual Assistant to do when it cannot resolve a call, or if it asks to be transferred to an agent. At the beginning of each call, the Virtual Assistant will let customers know of your choice.

Test & train your Virtual Assistant to understand different user utterances and match them with the right action and data before publishing & deploying. Look into the mind of your bot to and fine tune how it understands its users and train it if necessary.

This shows the internal workings of how the AI processes the user request and the different AI engines used to achieve the dinal conclusion and resulting response.

You can make your Virtual Assistant even smarter by teaching more FAQ questions so the bot can answer more questions, training more support content so the bot can generate better answers, and teaching to perform actions for customers (templates available with prebuilt dialogs with integrations).

Building a robust collection of intents and entities using Natural Language Processing (NLP), managing dialogues effectively, and developing a knowledge graph can enhance a Virtual Assistant’s intelligence over time.